Tool review · est. 2014
Zonka Feedback
AI-powered Customer Feedback and Intelligence Platform unifying surveys + tickets + chats + reviews
Tier across use cases
Strengths
- 22 G2 Winter 2026 badges across survey software and feedback management categories - strong ratings consistency.
- Named Best Survey Software in Capterra Pricing Value Report 2026.
- 1,000+ industry leaders + 2,000+ global clients shows enterprise scale.
- 30+ countries, 30+ languages, 1M+ monthly surveys hosted - international reach.
- Fortune brand customers: Samsung, EY, Purplle, Simpl, Damas, SmartBuyGlasses, others.
- SmartBuyGlasses customer case study: +30% NPS increase using Zonka Feedback.
- Purplle customer case study: 98%+ CSAT.
- AI Feedback Intelligence launched 2025 with GenAI-powered analysis - thematic, sentiment, impact analysis, entity recognition.
- Ask AI Insights Assistant provides instant answers from feedback like cart drop-off root causes.
- Impact analysis ties themes to NPS, CSAT, CES, business outcomes.
- Role-based dashboards deliver targeted insights to CX, support, product, and frontline leaders.
- Agentic AI alerts notify on sentiment spikes, recurring issues, NPS drops automatically.
- Multi-channel surveys: Email, SMS, WhatsApp, Web, In-App, Kiosks, Offline, QR codes.
- NPS, CSAT, CES with smart targeting and event-based triggers.
- 100+ ready-to-use templates and 40+ question types accelerate survey creation.
- Skip logic and custom variables enable dynamic surveys.
- Centralized response inbox with collaborative view, tagging, and tasks.
- Case management with tickets, assignments, and direct customer communication.
- Reputation management to monitor and respond to online reviews.
- Real-time alerts via Email, SMS, WhatsApp, Slack, and Microsoft Teams.
- 50+ platform integrations including Salesforce, HubSpot, Intercom, Zendesk.
- Salesforce AppExchange listed - native integration.
- Regional data hosting (US, Europe, Australia, India) for compliance.
- 24/7 live chat support praised in user reviews.
- Use-case-based onboarding accelerates platform adoption.
- Drag-and-drop survey builder accessible to non-technical users per GetApp reviewer.
- Strong support team praised - custom feature development in some cases.
Trade-offs
- Capterra reviewer cites significant issue: Starter plan survey malfunctioned after payment, lost many responses, support refused refund, account became inactive - serious customer service concern.
- Learning curve for advanced configuration - many features require patience to read through.
- HubSpot integration documentation could use more detail per GetApp reviewer (took 2 weeks to figure out filter settings).
- Some reviewers cite emoji icons fail to show properly in Outlook email surveys.
- AI Intelligence at ~$999/mo is significant jump from Feedback Management ~$199/mo.
- For simple Google Forms-style surveys without analytics depth, Zonka may be overkill.
- Exact pricing varies by volume and use case - exact tiers require sales confirmation.
- For pure NPS without omnichannel feedback unification, simpler dedicated NPS tools cheaper.
- For Salesforce-native feedback only, SurveyMonkey HubSpot integration provided via Zapier alternative.
- For free unlimited surveys at basic level, Google Forms more generous.
- For enterprise-grade Voice of Customer programs at Qualtrics depth, Qualtrics more mature.
- For SMB single-purpose CSAT surveys, Typeform or SurveyMonkey simpler.
- For Shopify-specific post-purchase feedback, dedicated tools like Yotpo more focused.
- Premium features locked behind AI Intelligence $999/mo tier may exceed small business budgets.
- For survey result analysis without GenAI capabilities, Feedback Management tier may be sufficient.
- Learning curve consistent with platform that does a lot in one place per ai-cmo.net 2026.
- For SurveyMonkey-style simplicity without enterprise features, lighter tools preferred.
Key features
- AI Feedback Intelligence (GenAI-powered)
- Thematic analysis (auto-tag themes)
- Sentiment and emotion analysis
- Impact analysis (themes vs NPS/CSAT/CES/KPIs)
- Role-based dashboards
- Ask AI Insights Assistant
- Entity recognition
- Agentic AI alerts
- Multi-channel surveys (Email, SMS, WhatsApp, Web, In-App, Kiosks, Offline, QR)
- NPS surveys
- CSAT surveys
- CES surveys
- Smart targeting and event-based triggers
- 100+ ready-to-use templates
- 40+ question types
- Skip logic
- Custom variables
- Drag-and-drop survey builder
- Centralized response inbox
- Case management
- Reputation management
- Online review monitoring and response
- Real-time alerts (Email, SMS, WhatsApp, Slack, MS Teams)
- Workflow automation
- 50+ platform integrations
- Salesforce AppExchange listing
- HubSpot integration
- Intercom integration
- Zendesk integration
- Regional data hosting (US, Europe, Australia, India)
- 30+ language support
- Multilingual survey distribution
- 24/7 live chat support
- Use-case-based onboarding
- Historical data import
- API access
- 22 G2 Winter 2026 badges
- Capterra Best Survey Software
Pricing
Free plan available (basic). Feedback Management ~$199/mo (omnichannel surveys, NPS/CSAT/CES, 20+ integrations). AI Feedback Intelligence ~$999/mo (GenAI analysis, sentiment, role-based dashboards). Enterprise custom pricing. 22 G2 Winter 2026 badges. Named Best Survey Software in Capterra Pricing Value Report. 1,000+ industry leaders. 2K+ global clients across 30 countries, 30 languages, 1M+ monthly surveys. Customers include Samsung, EY, Purplle, Simpl, Damas, SmartBuyGlasses. Regional data hosting (US, Europe, Australia, India). 50+ integrations (Salesforce, HubSpot, Intercom, Zendesk).
Free Plan
$0/mo
- Free plan available
- Basic survey functionality
- Limited responses
- Test platform
- Sales contact for upgrades
Starter
Custom
- Basic paid tier
- Drag-and-drop survey builder
- NPS/CSAT/CES surveys
- Email distribution
- Standard reporting
- Basic templates
- 100+ ready-to-use templates
- 40+ question types
Feedback Management
$159/mo
- ~$199/mo
- Multi-channel surveys (Email, SMS, WhatsApp, Kiosks, Web, In-App, Offline, QR codes)
- NPS/CSAT/CES
- 20+ premium integrations
- Contact and user journey tracking
- Location and agent-based CX management
- CX automation and workflows
- Online reputation management
- Email and Slack notifications
- Real-time alerts
- Case management
- Centralized inbox
- Skip logic
- Custom variables
- 30+ languages
AI Feedback Intelligence
$799/mo
- ~$999/mo
- GenAI-powered analysis and trends
- Thematic analysis (auto-tag themes)
- Sentiment and emotion analysis
- Impact analysis (themes vs NPS/CSAT/KPIs)
- Role-based dashboards
- Granular frontline and location-level intelligence
- Ask AI Insights Assistant
- Entity recognition
- Customize business entities
- Unified Intelligence Hub
- Multiple data sources unified
- Agentic AI alerts (sentiment spikes, NPS drops)
- Reputation management
- 50+ platform integrations
Enterprise
Custom
- Custom pricing per feedback volume
- Regional data hosting (US, Europe, Australia, India)
- Compliance and privacy requirements
- Dedicated CSM
- SLA
- Custom AI training
- White-glove onboarding
- Multi-account management
- Advanced security
- API access
- Historical data import
What reviewers say
Best for
CX and VoC leaders, customer support leaders, product leaders, and location/frontline leaders wanting unified feedback intelligence across surveys + tickets + chats + reviews with role-based dashboards, multi-location enterprises needing location-based CX management and agent-level intelligence, healthcare, finance, retail, SaaS, e-commerce, and education industries needing omnichannel survey distribution, organizations wanting to unify feedback from surveys/tickets/chats/reviews into single AI-powered analytics hub, brands needing AI Feedback Intelligence at $999/mo tier to identify drivers and spot emerging issues, businesses running NPS/CSAT/CES programs across Email/SMS/WhatsApp/Web/In-App/Kiosks/Offline/QR codes, companies needing regional data hosting for compliance (US/Europe/Australia/India), enterprises wanting Fortune brand validation (Samsung, EY, Purplle, SmartBuyGlasses customers) - particularly users where 22 G2 badges and Capterra Best Survey Software recognition justify ~$199-999/mo investment for unified feedback intelligence.
Frequently asked
- Who is Zonka Feedback best for?
- CX and VoC leaders, customer support leaders, product leaders, and location/frontline leaders wanting unified feedback intelligence across surveys + tickets + chats + reviews with role-based dashboards, multi-location enterprises needing location-based CX management and agent-level intelligence, healthcare, finance, retail, SaaS, e-commerce, and education industries needing omnichannel survey distribution, organizations wanting to unify feedback from surveys/tickets/chats/reviews into single AI-powered analytics hub, brands needing AI Feedback Intelligence at $999/mo tier to identify drivers and spot emerging issues, businesses running NPS/CSAT/CES programs across Email/SMS/WhatsApp/Web/In-App/Kiosks/Offline/QR codes, companies needing regional data hosting for compliance (US/Europe/Australia/India), enterprises wanting Fortune brand validation (Samsung, EY, Purplle, SmartBuyGlasses customers) - particularly users where 22 G2 badges and Capterra Best Survey Software recognition justify ~$199-999/mo investment for unified feedback intelligence.
- How is Zonka Feedback ranked on TIERSAI?
- Zonka Feedback earns B tier (7.97/10) for Feedback & CX Automation. Every score uses the same transparent 0-to-10 scale across five axes.
- How much does Zonka Feedback cost?
- Free plan available (basic). Feedback Management ~$199/mo (omnichannel surveys, NPS/CSAT/CES, 20+ integrations). AI Feedback Intelligence ~$999/mo (GenAI analysis, sentiment, role-based dashboards). Enterprise custom pricing. 22 G2 Winter 2026 badges. Named Best Survey Software in Capterra Pricing Value Report. 1,000+ industry leaders. 2K+ global clients across 30 countries, 30 languages, 1M+ monthly surveys. Customers include Samsung, EY, Purplle, Simpl, Damas, SmartBuyGlasses. Regional data hosting (US, Europe, Australia, India). 50+ integrations (Salesforce, HubSpot, Intercom, Zendesk).
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