Zonka Feedback

Zonka Feedback is customer feedback and survey software for NPS, CSAT and CES programs across email, SMS, web and kiosks, sold by custom quote.

Zonka Feedback asks customers what they think at each point of contact and sends the poor answers to someone who can fix them. Survey programs, alerts and follow-up tasks share one workspace, so a low score turns into a case with an owner. It is built and sold by Zonka Technologies Private Limited, an independent company that trades under the product's name. The drag-and-drop survey builder supports Skip Logic, Display Logic, conditional redirects, answer piping and hidden variables. Surveys travel by email, two-way SMS, WhatsApp, website and in-product widgets, links and QR codes. A tablet set up as a kiosk keeps collecting offline. Survey Throttling stops one contact from being asked again too soon, and white labelling serves surveys from a company's own domain. Real-time alerts, case management and CX automation and workflows handle the follow-up. AI Feedback Intelligence reads open-text comments for themes, sentiment, emotion and urgency, and Ask AI answers questions about them. Support teams are the most direct fit. A CSAT survey can go out the moment a Zendesk ticket closes, and the score syncs back to that ticket. Customer experience teams run relationship NPS by email and follow each detractor through to a closed case. Product teams target short microsurveys at chosen pages or user events inside an app. Businesses with many locations set up tablets on site to hear from visitors in person. Larger organisations get single sign-on, GDPR and HIPAA compliance and data hosting in the US, Europe, Australia or India. Salesforce syncs both ways, so contact records shape who is asked and responses update the record afterwards. A detractor's comment reaches the right manager in Slack as an alert. It then becomes a task with internal notes until someone closes the loop. Teams that keep their own reporting pull responses by CSV export, the API or webhooks as each answer arrives. The AI layer also pulls helpdesk tickets, live chat and reviews into the same hub. A CX lead then reads every kind of customer comment in one place.