Zonka Feedback Review

Multi-Channel Feedback Collection 

Zonka Feedback gives you the ability to take actionable feedback and insights from customers or employees in real-time using different channels. This means you can set up whatever types of online surveys you want and allow your customers or employees to access and answer them via mobile devices, your company’s website, email, or SMS. 

For instance, Zonka Feedback has a mobile app designed for Android and iOS devices. With this mobile app, you’ll be able to transform any iPad, iPhone, Android tablet, or Android smartphone used in your company into a self-service survey kiosk. As a result, your customers or employees can conveniently and seamlessly answer surveys on their own without asking for assistance from any staff. 

The mobile app includes automation features that you can take advantage of. When running in kiosk mode, this app can automatically restart a survey within a specified time frame after the respondent has completed the survey. You can also set the maximum inactivity time for a particular survey. If the respondent remains idle after the maximum inactivity time has been reached, the mobile app automatically notifies the respondent and resets the survey for the next respondent. 

In addition, you can set and run the mobile app in offline mode so that you can still collect feedback through mobile devices even if they are not currently connected to the Internet. Once your mobile devices re-establish Internet connection, all the data in feedback and responses gathered in offline mode will be instantly synchronized with the data stored in Zonka Feedback. 

Aside from mobile devices, Zonka Feedback also enables you to get customer/employee feedback online directly on your own company’s website. You can embed survey forms onto the website which respondents can access via a personalized URL. You’ll be able to take feedback by adding surveys to emails or sending out one-click surveys through SMS as well. 

Customer/Employee Feedback Reporting

Zonka Feedback gives you access to a set of features that allow you to track, analyze, and handle survey responses and results in real-time. The survey application provides a unified inbox where you along, with your team members, can track all feedback and survey responses from customers or employees regardless of what channels are used. This inbox serves as a digital workspace created so you can view customer or employees’ feedback across multiple channels and collaborate with your team members in acting on those feedback. 

From the unified inbox, you’ll be able to check and manage all kinds of feedback, whether they are positive or negative. You can tag feedback and create tasks out of them, especially those that are urgent or require immediate attention. You can, then, assign the tasks to the appropriate team members to follow up on specific customers’ issues mentioned in the feedback and take immediate action for their resolution. 

Zonka Feedback also has alert features that help you quickly act on customer or employee feedback. For example, when responses to surveys delivered via email or SMS  have a negative rating or score, the application instantly notifies you about those negative feedback. Email and SMS survey notifications can even be sent out to multiple persons at once. Furthermore, Zonka Feedback enables you to generate feedback reports for any time period and compare feedback reports between various date ranges. 

Enterprise-Grade Feedback Management

The survey application offers some features built to meet the needs of companies and businesses that operate in multiple chains, locations, or branches. Through its device tracking feature, you get the chance to access important pieces of information about the devices you’re using to take feedback from customers and employees. This feature lets you remotely keep track of survey devices across various locations from a web-based console. 

You can find out the type of survey device used, the respondents who accessed the device including their IP addresses and access dates/times, the version of the survey app currently installed on the device, the total number of feedback gathered through the device, and the times when the device was properly functioning to capture feedback. With all these useful information at your fingertips, you can increase your survey response rates, protect your survey devices from security threats, and make your surveys more reliable. 

Another enterprise-grade feature present in Zonka Feedback is it permits you to integrate the app with other tools and systems to automate how you manage surveys for various purposes. This way, you can automatically transmit survey data, responses, and reports from Zonka Feedback to the tools you connected with it.

Furthermore, through integrations, you can trigger processes, notifications, and alerts in your existing tools depending on the activities occurring within Zonka Feedback. For example, you are instantly notified to create tickets in your customer support application or generate new leads in your CRM system when new feedback and responses are added to Zonka Feedback.