Just signed up with Zonka Feedback? Yay! 🥳Welcome on board - we're super excited to have you experience Zonka Feedback 😃
Zonka Feedback is a Customer & Employee Feedback Software & Survey App. With it, you can capture data and take feedback from customers and employees at multiple channels and touchpoints, view responses in real-time, get insightful reports, and take action to close the feedback loop.
Here's how you can get started:
1. Create your Zonka Feedback Account
If you've already signed up for an account, you're good to go. If not, you can sign up here for your Zonka Feedback account.
2. Create and Customize your Survey
With Zonka Feedback, you can create different types of surveys, based on your business requirements. These include NPS Surveys, CES Surveys, CSAT Surveys, Offline & Kiosk Surveys, and Mobile Form.
If you’re not a pro at creating attractive surveys or are wondering how to conduct a survey, we’re with you. Zonka Feedback has 30+ attractive survey templates covering most industry niches.
However, if you can’t find what you’re looking for you can build your survey from scratch using our survey builder or quickly edit our survey templates to make the process easier.
Any survey you start with can be completely customized. The customization you can do include:
Survey Theme & Branding: You can customize the survey theme and branding to match your company branding including background colors, background image, company logo, font colors, font type).
Survey Questions: Questions can be added and modified based on the survey requirements. Learn about all different types of Survey Questions available in Zonka Feedback.
Introduction & Thank You Screens: Add and customize Introduction & Thank You Screens for your Survey. Toggle this option to activate or de-activate the Welcome Screen/Exit screen.
Add Survey Logic: Make your surveys more effective by adding Survey Logic based on answer choices made by respondents. Learn about Survey Logic
Create Multilingual Surveys: Looking at surveying people in different languages? Create your surveys in multiple languages so respondents can choose which language they'd like to respond to. Learn about Multi-lingual Surveys
3. Choose a Survey Channel
After creating a survey, you can decide how you'd like to collect responses from your audience. You can choose from multiple survey channels in Zonka Feedback. These include:
Tablets and Kiosks
iPad, Android Tablets, and Kiosks are the ideal options to capture feedback surveys from customers and employees on the premises itself. These on-premises feedback channels enable respondents to give instant real-time feedback without peer pressure. Know more about Tablets & Kiosks.
Another great way to share a feedback survey is to email the survey to customers. With the Email Survey Tool, you can easily create, send, and manage Email Surveys within minutes. Know more about Email Surveys.
You can schedule your emails and send reminder emails to customers who have not filled out the surveys. Know how to schedule and set reminder emails.
Survey Throttling is a setting that ensures that your Contacts and Respondents are not sent surveys more than once in a specific time period. This ensures that Contacts are not over-surveyed in a given period of time. Know how to set survey throttling settings.
Feedback surveys sent on SMSes are the easiest and fastest way to reach out to your customers. Know how to set and trigger SMS surveys.
Web (Web Embed & Web Widget)
You can embed your customer feedback surveys on your website. Using surveys on your website lets you capture instant feedback from your customers while they're still on your website. Know how to set up Web Widgets.
Link & QR Code
Links are one instant way to distribute your survey in any community group and collect responses.
QR codes can be used very effectively for getting customer feedback. These can be printed on bill receipts, delivery boxes, flashed on the website, or put up on the counter for customers to scan and open the survey link and share their feedback.
These are great to use as a low-investment method of taking feedback.
APIs & Integrations
With Zonka Feedback's API key, you can pull your response data or set conditions to trigger a survey from Zonka Feedback.
Undoubtedly, Integrations are fun and it automates all your survey collection processes in one go. You can integrate your software with Zonka Feedback and trigger surveys. The most common products people link to us include:
Salesforce and a lot more.
You can also use multiple Survey Channels to start collecting responses and taking feedback.
4. Determine who to Survey
Once your survey is ready and you've decided which channels and platforms to use for surveying your respondents, you need to determine who you'd like to survey.
If you're using Tablets & Kiosks, by default, the respondents will be those that visit your premises and fill out the feedback forms.
In the case of Email and SMS Surveys, you can add Contacts or upload a list of Contacts to distribute your surveys. You can also add additional information while adding the Contacts. These are called Contact Properties and are very handy when you're looking at responses and reports.
When you're embedding the Web Survey on your website or using Web Widgets, you can decide some conditions to display the survey to a set of audiences.
5. Send the Survey, Get Responses and create Alerts/Notifications
Once your survey is ready, the platform is decided and you have determined who you'd like to survey - you can now send out your survey to get responses!
Alerts & Notifications are Email Notifications you can set in Zonka Feedback for Users. Using Alerts & Notifications you can receive real-time email notifications every time when a new task is added or updated or when a new response has been submitted. You can have the below types of notifications,
6. View real-time Responses
With Zonka Feedback, you can view the Responses and Feedbacks coming in, all in real-time at the Response Inbox. The Response Inbox is designed to give you a complete view of the responses including all answers, comments, and the Customer Satisfaction Metrics - NPS, CES, and CSAT Scores.
7. Get insightful Feedback Reports
Besides viewing individual Responses, with Zonka Feedback, you can get very detailed, insightful, and comprehensive Survey & Feedback Reports instantly. These Reports can be accessed from your Web Dashboard anywhere, on the go. You can filter the reports, save them, download them and schedule them to your inbox.
The Feedback Reports include:
Insights Report - Responses, Locations, Device Users
8. Take action and Close the Feedback Loop
Just taking feedback and viewing responses isn't enough. It is also important to act on feedback - to appreciate the happy customers and to reach out to the unhappy ones and resolve their issues. Zonka Feedback allows you to take action and close the feedback loop. You can add tags to your Responses, create tasks for yourself and your team, take action and resolve issues.
Learn more about Closing the Feedback Loop