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Getting Started
Getting Started with Zonka Feedback 🚀
Getting Started with Zonka Feedback 🚀

Capture feedback and collect data with customized Surveys & Feedback Forms from your audience with Zonka Feedback.

Sonika Mehta avatar
Written by Sonika Mehta
Updated over a week ago

Zonka Feedback is an AI-Powered Customer Experience and Feedback Platform.

New to Zonka Feedback? Know all about what you can do with Zonka Feedback and follow the steps to get started and get the best of Zonka Feedback.

What can you do with Zonka Feedback?

  • Create and customize surveys and feedback forms. Build white-labeled, multilingual surveys, forms, polls and quizzes within minutes with a visual WYSIWYG survey editor.

  • Share and distribute your surveys over different channels and reach your audiences where they are including Website, In-App, In-Product, via Emails, SMS, QR Code, Offline and On-Premises and through Kiosks.

  • View real-time reports and analytics, access survey results, view actionable insights and take informed business decisions for business growth.

  • Besides viewing and accessing all Responses in All-in-One Response Inbox, Response Inbox also gives you the ability to filter, tag and take action on the feedback and close the feedback loop.

  • Close the feedback loop by addressing the positive, neutral and negative feedback separately and never miss with alerts and notifications, make improvements and prevent the customer churn.

  • Power you CX with AI - automatically detect sentiment, emotion, intent, urgency for unstructured data. View feedback organized in themes

Getting Started with Zonka Feedback

STEP 1: Create your Zonka Feedback Account

Sign up for Zonka Feedback in less than a minute. Once you sign up for a free trial, you can access all the features for 14 days. You can also schedule a demo with us and give yourself a chance to completed explore and understand the Zonka Feedback platform.

STEP 2: Build your first survey

The first step once you're inside the platform is to create your survey so you can start collecting feedback and conducting surveys. You can create surveys in minutes — without any coding knowledge required.

Pick a method that suits you best to create a survey

  • Create your survey using AI: Crafting surveys with Zonka Feedback's AI-driven tools is a breeze. From automated question suggestions to personalized templates, harness the power of AI to create insightful surveys effortlessly.

    Simply describe the survey you'd like to have and provide details in the tab, and the AI will generate the full survey with all the questions for you.

  • Start from scratch: You can click on the Create from Scratch button and you will be taken directly to the Survey Builder. With over 40+ question types, with the scope of adding survey variables and logic in more than 70 global languages, you can add and edit the smallest details to your survey ranging from Logo, font, background, colors etc.

  • Select from template: You can click on Start from template library button to get redirected to the Zonka Feedback Template library which has over 800+ survey templates for popular use cases and industries created by experts to browse and choose from and customize.

    Choose from the popular templates based on Industry and use cases.

    • Net Promoter Score (NPS) Survey

    • Customer Satisfaction Score (CSAT) Survey

    • Customer Effort Score (CES) Survey

    • Offline, Mobile & Kiosk Survey

    • Website Feedback

    • Product Experience

    • Employee Feedback

    • Smiley-faced Survey

    • Hospitality & Travel

    • Healthcare

STEP 3: Customize the survey

Styling your survey questions, introduction, and answer text can significantly impact your survey's overall appearance and user experience.

Here's everything you can do in the Survey Builder:

  • Questions

    • Add a new Survey Question

    • Edit Survey Questions

    • Manage Welcome Screen

    • Manage Exit Screen

  • Design

    • Choosing a Survey Theme

    • Creating your own Survey Theme

    • Editing Survey Look & Feel

    • Preview your Survey Look & Feel

  • Variables

    • Survey Variables

    • Custom Variables

    • Hidden Variables

  • Languages

    • You can add multiple languages and create multilingual surveys.

STEP 4: Adding Users

Zonka Feedback enables you to invite and manage users and grant granular permissions to them. We does not limit the number of roles you can create for your account.

  • Administrator: User with Full Access expect Subscription

  • View and Respond User: Users with access to view Responses and Reports and can Respond to Survey Responses using Tasks and Notes. They don't have access to Subscription, Company Settings and Managing Users.

  • View Only: Users with access to view Responses and Reports. They don't have access to adding tasks, notes and no access to downloading and exporting data.

STEP 5: Distribute your Survey

With Zonka Feedback, you can collect responses on emails, SMS, Mobiles and tablets, Websites, in-products, Slack, Microsoft teams, all major Customer Relationship Management tools, Enterprise Related products and Helpdesk systems.

  • Email Survey: Send email survey invitations, email signature surveys, embedded surveys and more to your customers.

    • Email Button Surveys

    • Email Link Surveys

    • Embedded Email Surveys

    • Email Signature Surveys

    • Email Surveys via Integrations

  • SMS Survey: Trigger SMS Surveys to customers on their Mobile Devices via SMS and gather information, capture feedback and measure customer experience.

    • Customize your SMS survey Text Message

    • Personalize SMS with Placeholders

    • Upload Contacts with Additional data

  • Website and In-App surveys: You can collect data, measure satisfaction at various online touch points on your Website and in your product application with the help of website surveys in forms of pop up, pop over, side tab and bottom bars and slide outs.

  • Offline and Kiosk Surveys: Conduct surveys on Mobile and Tablet Application in Both Android and IOS Devices for on-the-go surveys, do market research and take on-premises, in-moment feedback from customers. You can turn touchscreen tablets and iPads to Kiosk Feedback Devices to take unattended feedback. With Offline Survey App, run surveys without WiFi. Feedbacks sync automatically.

  • QR Code: Generate unique QR codes for each survey with Zonka Feedback, allowing easy sharing and access for respondents. Simply distribute or display the QR code, and customers can effortlessly scan it with their devices to provide feedback on the go.

  • In-App SDK: It enables seamless integration of feedback collection directly within mobile applications. This SDK empowers developers to embed feedback forms, surveys, and polls directly into their mobile apps, facilitating real-time feedback collection from users without the need for external links or redirection to external survey platforms.

  • Integrations or APIs: With APIs and Webhooks, you can connect the platform to other tools and apps. Additionally, you can use out-of-the-box integrations to automate processes and do more with Zonka!

What's next?

Now that you’re all set up with your survey, you may want to manage the responses and act on them. You can read through this article to know all the features of your Responses Inbox.

Well when your response inbox gets too crowded, you may want to analyze them with our real-time reports and analytics. It presents the available data as graphs, trends, and tables. You also get several customization options and ability to save, schedule and download Reports.

So let's see what all the reports we provide in Zonka Feedback:

  1. Snapshot Report: This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics, and Survey Channels

  2. Insights Report: In the Insights Reports, you can get Insights and Analysis of all Survey Responses and CX Metrics (NPS, CES and CSAT). The Insights Report is available for Responses, Locations and Team Performance.

  3. Inbox Report: View & Track Real-time Responses in all-in-one Response Inbox

  4. Trends Reports: View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report

  5. Text Analytics: Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.

    • Word Cloud— View a visual representation of the most repeated words in your survey in a colorful word cloud.

    • Word Count Table— View words that were used in your open-ended questions and comment boxes with the number of times they were mentioned

  6. Tags Reports — View Analysis of Responses and CX Metrics in context of all the Response Tags created by you in the Zonka Feedback account. (Learn all about Response Tags)

  7. Sentiment Analysis: It analyzes text responses to categorize them as positive, negative, or neutral, helping businesses understand customer sentiment and identify areas for improvement. It provides insights into the emotions and attitudes expressed in the feedback received.

  8. Save, Schedule, and Download Reports: You can easily save, schedule and download your Feedback & Survey Reports for viewing them later.

Closing the Feedback loop

Finally, close the feedback loop by taking action to improve customer experience based on the feedback you receive.

With Zonka, you don’t just capture feedback, but you also get notified of negative feedback in real-time and get a platform to take action to improve feedback and customer experience.

  • Track feedbacks in real-time

  • Set negative feedback alerts

  • Create action tasks for the team

  • Reward loyal customer & address miffed customers

  • Take action to improve customer experience

  • Close the feedback loop

  • Drive more business!

Close the Feedback loop through CX automation and Workflows:

You can trigger Notifications on preferred channels, automatically label survey responses for documentation, create & assign new tasks and manage their priorities, and send follow-up surveys. Collect feedback and create a better cross-team collaborative ecosystem with feedback automation!

  1. Workflows: Automate repetitive tasks and ensure that feedback and responses are addressed the right way by the right team.

    With Workflows, you can:

    • Automate Notification workflows- Set up conditions to notify the concerned team and Respondents via Email, SMS & Slack.

    • Automate Response Actions- Save time by automating customer feedback process, survey and response categorization and escalation.

    • Automate Contact Actions- Automate actions for a respondent in your Customer Feedback Automation Platform. Based on the workflow logic, Contact Actions allow you to:

  2. Auto Responder: You can set up automated replies with the help of a program that automatically generates a set response to all or selective survey responses based on CX metrics.

    1. There could be an auto-responder setup for all the responses collected against a survey. It could be simply a thank you note for acknowledging their time and effort in filling up your survey.

    2. You can set up an automatic response for the positive feedbacks you have received. For Promoter NPS, Positive CSAT and Low Effort CES score, a grateful acknowledgement goes a long way.

    3. You can set up a response for all the bad rating you receive. For detractor NPS, Negative CSAT and High Effort CES score, an apology could be triggered in real time, which can strengthen the bond with your customer even in negative situations.

  3. Auto Tagging: We offers you to automate the tag assignment to your response based on matching keywords. You can simply create an auto-tag rule and it will start adding tags to the responses without any manual intervention.

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