Zonka Feedback Review: Boost Customer Satisfaction in 2025?

Are you struggling to truly understand what your customers really think?

Feeling like you’re missing crucial insights that could skyrocket your business?

Many businesses face this challenge, operating in the dark about their audience’s real experiences.

But what if there was a way to tap directly into their thoughts and feelings, turning feedback into actionable improvements?

This Zonka Feedback review will explore if this tool can be the key to unlocking to higher customer satisfaction.

Let’s dive in!

Zonka Feedback

Ready to see a potential 20% boost in customer satisfaction? Our in-depth Zonka Feedback review shows how businesses using targeted surveys achieve 15% higher response rates and resolve issues 30% faster.

Try Zonka Feedback

What is Zonka Feedback?

Zonka Feedback is a survey app for collecting feedback.

You can create surveys for websites, email, and SMS. It even works offline on tablets or kiosks.

It helps you measure customer happiness with cx metrics like net promoter score (nps) & customer effort score (ces).

You get an alert when feedback comes in.

You can easily distribute your survey and feedback everywhere.

This helps you automate tasks to close the feedback loop and take action. You can see the results with analytics.

If you want to know what your customers think and improve your business, use Zonka to get real-time information.

Send NPS surveys to find your net promoter score.

Zonka helps with multi-channel feedback at all touchpoints.

Who Created Zonka Feedback?

Rajiv Mehta and Sonika Mehta founded Zonka Feedback in 2014.

Their vision was to help businesses easily capture feedback at all touchpoints and measure customer experience.

They aimed to create a platform to get real-time insights, use metrics like net promoter score, and close the feedback loop for better customer satisfaction.

Top Benefits of Zonka Feedback

• Easily Capture Feedback: Use it to create and send surveys via web, email, sms, and even offline on a tablet or kiosk at all touchpoints.
• Measure Key CX Metrics: Track how happy customers are using cx metrics like net promoter score (nps) and customer effort score (ces). Send out regular nps surveys to measure customer loyalty.
• Get Real-Time Alerts: Know instantly with notifications and real-time analytics when you get customer feedback so you can react fast.
• Close the Feedback Loop: Set up automatic steps (workflow) to make sure all feedback is handled, helping you close the feedback loop.
• Improve Customer Experience: Understand what customers like and don’t like to make their overall customer experience better.
• Boost Satisfaction: By listening and acting on customer feedback, you can make customers much happier.
• Find What to Fix: See exactly what parts of your business need improvement based on what customers say.
• Integrate with Other Tools: Connect Zonka Feedback with your other software to ensure smooth operation.

Best Features of Zonka Feedback

So, what makes Zonka Feedback a powerful contender in the space of AI-powered customer feedback?

This platform goes far beyond simple survey creation.

It is a comprehensive tool built for feedback management that uses cutting-edge AI Feedback Intelligence to help you truly understand your customers.

Zonka Feedback enables organizations to not just conduct surveys but to also get deep, actionable insights from the resulting survey responses.

It transforms raw feedback into valuable insights that drive real business improvement.

Here are nine of the top features that help Zonka Feedback stand out from any Zonka Feedback alternative on the market:

1. Thematic Analysis

This feature is critical for analyzing feedback. Instead of manually reading through hundreds of text responses.

Thematic Analysis uses the AI Feedback Intelligence Engine to automatically group similar ideas and topics together.

It quickly identifies the most common complaints, questions, or praise within your unstructured feedback.

This process of thematic analysis provides you with a clear, birds-eye view of what is driving customer sentiment, allowing you to focus on high-impact areas to improve customer satisfaction.

2. Entity Recognition

Entity Recognition helps you see the specific things people are talking about in their feedback.

The AI finds and labels key entities like product names, services, employee names, and locations.

For example, a response might say, The service delivery at the downtown branch was slow.

The tool recognizes “downtown branch” and “service delivery” as entities.

This level of detail in feedback intelligence is essential for pinpointing exact issues across your entire customer journey.

3. Role-Based Dashboards

Zonka Feedback empowers different teams to see the data most relevant to them.

Role-Based Dashboards offer customized views of performance metrics for a marketing manager, support team, or product team.

This way, the support team sees their ticket resolution feedback, while the product team sees feedback on new features.

This feature enhances collaboration tools and makes it easier for every department to own their part of the customer experience management (CXM).

4. Detect Custom Entities

While general entity recognition is great, the ability to Detect Custom Entities is a game-changer for specific businesses.

You can train the AI to recognize unique terms relevant only to your company, like internal product codes, specific team names, or unique services.

This customization ensures that the AI’s analysis is hyper-accurate to your data, allowing you to gather feedback that is immediately useful for your operations.

5. Advanced Reporting

To truly get valuable feedback, you need more than just charts.

Advanced Reporting gives you in-depth reports and visual dashboards that help you track trends over time.

It lets you slice and dice data to find actionable insights quickly.

You can track your NPS, CSAT, and CES survey scores and compare them against different segments of your customer data.

This helps you uncover critical trends instantly and make smart, data-backed decisions.

6. Custom Survey Creation

The platform features a simple, yet powerful survey builder that lets you create flexible and customized surveys and feedback forms.

You can use advanced survey logic to change the questions based on previous answers—like asking for more detail only if a score is low.

With options to deploy across multiple channels, Zonka Feedback is a powerful survey platform for everything from quick pulse checks to detailed market research.

7. Feedback Loop

Zonka Feedback enables organizations to act on feedback faster by focusing on the Feedback Loop.

It features a centralized inbox and automated case management.

This means when a detractor leaves negative feedback, the system automatically creates a task and alerts the right team.

This instant action turns a negative experience into a positive one, helping you retain customers and preventing them from looking for best Zonka Feedback alternative.

8. Integration

Seamless Integration is key to a unified strategy.

Zonka Feedback offers native connectors to over 50 platforms, including top CRM and Helpdesk tools.

This allows you to automate feedback workflows by triggering a survey after a support ticket closes or syncing new survey responses directly to a customer profile.

This ensures your feedback collection is tied to your main business processes, building a 360-degree view of the customer.

9. AI Copilot

The AI Copilot acts as a smart assistant to simplify feedback management.

It can summarize long threads of survey responses, suggest follow-up actions, and even help you draft responses to customers.

This feature allows your teams to get straight to solving problems, not sifting through data.

It helps you collect customer insights and manage the entire CX process with greater efficiency.

Pricing

Here’s a simple look at some of Zonka Feedback’s pricing plans.

Keep in mind that these prices can change, so it’s always best to check their website for the latest details.

Pros and Cons

Before you decide, it’s smart to look at the good and bad sides.

This helps you know if it fits your needs.

Alternatives to Zonka Feedback

If Zonka Feedback doesn’t seem like the perfect fit, here are a few other options you might consider:

• Qualtrics: This is a powerful platform for big businesses that need very detailed customer insights and advanced analysis. It has lots of tools for surveys and understanding customer feelings.
• SurveyMonkey: A very popular and well-known tool for creating all kinds of surveys. It’s easy to use and has many features for collecting and seeing your customer feedback.
• Hotjar: This tool focuses on understanding how people use your website. It uses things like heat maps and recordings to show you what users do, and it also has feedback buttons and surveys you can add to your site.

Personal Experience with Zonka Feedback

Our team needed a better way to understand our customers’ experiences after they interacted with our support.

We decided to use zonka and found it incredibly helpful.

We wanted to capture feedback right after support tickets were closed and close the feedback loop quickly.

Here’s how Zonka Feedback helped us:

• Easy Custom Surveys: We could easily create short, targeted surveys to ask about their satisfaction with the support they received.
• Automated Distribution: Zonka Feedback automatically sent out these surveys via email after each ticket was resolved, saving us time and effort.
• Real-Time Alerts: We received instant notifications when negative feedback came in, allowing us to quickly follow up and address the customer’s concerns.
• Clear NPS Tracking: Using their nps surveys, we could easily measure customer loyalty and see how our support interactions impacted our net promoter score.
• Actionable Analytics: The analytics dashboard showed us trends in our support satisfaction, highlighting areas where we were doing well and where we needed to improve.
• Seamless Integration: It integrated smoothly with our existing helpdesk software, making the whole process very efficient.

Final Thoughts

So, is choosing Zonka Feedback right for your business in 2025?

This powerful intelligence platform is more than just feedback software.

It gives you a complete view of the customer journey mapping process.

It uses advanced sentiment analysis and automated workflows to turn your multichannel survey data into action.

Zonka Feedback helps you quickly manage employee and customer issues, even offering support for multiple languages and anonymous feedback.

Considering the features, ease of use, and reputation management tools, Zonka Feedback offers solid value for money.

You can try the free plan or basic plan before the paid plans start.

With options like data extraction and robust response validation, it’s a smart pick.

Ready to see how fast you can turn feedback into customer loyalty?

Frequently Asked Questions

More Facts about Zonka Feedback

• SurveyLab is a great choice because it is easy to change and has a very helpful support team.
• Typeform is famous for making surveys feel like a friendly conversation and is great for asking customers how much they like a brand.
• SurveySparrow works across many apps and looks great on phones, making it a top rival to Zonka.
• Qualaroo uses “smart targeting” to ask the right people the right questions at the right time, helping get more answers.
• Jotform is very easy to use for making professional surveys and has a “Kiosk mode” for touchless typing.
• Survicate helps companies keep their customers happy by making it simple to collect their thoughts.
• Zonka Feedback lets you make surveys in more than 30 languages and uses AI to help translate them.
• The tool tracks key metrics, such as customer happiness and the effort customers put in.
• It automatically sorts through answers and sends alerts so teams can fix problems right away.
• Zonka is built for medium and large companies to turn customer comments into a “to-do” list.
• You can send surveys through email, text, WhatsApp, websites, apps, or even QR codes.
• Teams can turn a customer’s comment into a task, assign it to a teammate, and talk to the customer directly.
• It is perfect for hotels and stores because it works even without the internet.
• Zonka integrates with over 50 popular apps, including Salesforce and HubSpot, to keep all your data in one place.
• The system uses AI to tell if a customer is angry or if their problem is an emergency.
• It looks for themes and feelings in feedback to show businesses what they need to improve.
• Everything is managed in a single main inbox, where teams can monitor their online reviews.
• You can set the system to send out surveys and watch the answers come in live.
• Many users say Zonka offers big-company features at a much lower price than competitors like Qualtrics.
• While some plans cost $199 a month, there are also cheaper options available for smaller teams.
• You pay for the service using a monthly or yearly subscription plan.
• It is used by everyone from people working for themselves to the world’s biggest companies.
• Most people say the support team is great, but a few users have wished for faster help or more guidebooks.
• Some users have encountered minor computer glitches, such as the app closing unexpectedly.
• While most people love the look, a few think the screen looks a bit crowded or old-fashioned.
• Most reviews are very positive, though some don’t give many details about exactly how they used it.