TL;DR

• GetFeedback Direct shuts down December 31, 2026. GetFeedback Digital (website/app feedback) continues.
• Both Zonka Feedback and GetFeedback were built for Salesforce teams, but GetFeedback is sunsetting while Zonka is actively developing AI feedback intelligence, omnichannel distribution, and deeper automation.
• Zonka matches GetFeedback's core Salesforce integration (bidirectional sync, survey triggers, response mapping) and goes further: AI thematic and sentiment analysis, WhatsApp/SMS/kiosk/offline channels, CES metric support, and automated closed-loop workflows.
• The default migration path (SurveyMonkey Enterprise) is not Salesforce-native and wasn't built for CX feedback programs tied to Salesforce workflows.
• Most migrations take 60-90 days. The surveys are the easy part. Rebuilding Salesforce automation and validating field mappings takes the real time.

Most teams approach the GetFeedback shutdown as a tool replacement exercise. Find a similar product, recreate the surveys, reconnect Salesforce, move on. That framing misses the bigger picture.

GetFeedback was one of the best survey tools ever built for Salesforce. Founded in 2013 by former Salesforce executives, it was purpose-built for the platform from day one. The survey design was polished, the integration was tight, and NPS/CSAT programs ran cleanly. Then SurveyMonkey acquired it, development slowed, and now GetFeedback Direct is shutting down December 31, 2026. But what made GetFeedback good in 2015 isn't what Salesforce teams need in 2026. The feedback industry has moved: AI analysis, omnichannel distribution, and automated closed-loop workflows didn't exist when GetFeedback was at its peak. Migration isn't just about replacing what you had. It's about upgrading to what's now possible.

We've supported teams migrating from GetFeedback to Zonka Feedback across Salesforce environments ranging from 50-person SaaS companies to enterprise support operations. The comparison that follows comes from those migration conversations: what GetFeedback did well, where Zonka matches it, where Zonka goes further, and what the migration actually involves. For the full shutdown timeline and what it means for your Salesforce workflows, see our GetFeedback shutdown guide.

GetFeedback and Zonka Feedback: A Quick Overview

GetFeedback Direct was built for Salesforce by people who came from Salesforce. Beautiful branded surveys, a visual editor that non-technical users loved, and a native integration that kept feedback data inside the Salesforce org. NPS and CSAT programs ran simply and well. As SalesforceBen noted in their analysis of the shutdown, customers are now being directed to SurveyMonkey Enterprise, a platform that wasn't built for Salesforce the way GetFeedback was. In simple terms: a focused product got acquired, the acquirer underinvested, and the original product is being retired. The roadmap stalled. And now it's sunsetting.

One important distinction: GetFeedback Digital (website and app feedback) continues to operate. The shutdown applies only to GetFeedback Direct, which is the Salesforce survey product.

Zonka Feedback is an AI Customer Feedback & Intelligence Platform with a deep Salesforce integration. Connect Salesforce in Zonka by logging in with your Salesforce credentials via OAuth: one-time authentication, no package installation, and you're set. From there, you get bidirectional real-time sync: push survey responses into any Salesforce object (Contact, Lead, Account, Opportunity, Case, or custom objects) and pull Salesforce events to trigger surveys automatically.

Beyond the Salesforce connection, Zonka adds what GetFeedback never had: AI feedback intelligence with thematic analysis, sentiment detection, and entity mapping. Omnichannel distribution across email, SMS, WhatsApp, in-app, kiosks, offline, and QR codes. Automated closed-loop workflows with a Workflow Designer, response actions, and alerts across Slack, MS Teams, email, and SMS. And an active development roadmap with AI agents and role-based signals.

Both tools were built for Salesforce teams. One is ending. The other is scaling. That's the context for this comparison.

Feature-by-Feature Comparison

So what does the actual capability comparison look like when you line them up? This table covers every dimension that matters for a migration decision. The sections that follow interpret what these differences mean in practice.

The table tells you what each tool does. The next section tells you what these differences actually mean when you're running a feedback program on Salesforce.

Where GetFeedback Was Strong (And Where Zonka Matches or Exceeds)

Most comparison pages skip this part. They focus on what the competitor lacks and what their product adds. We think the more useful approach is to start with what made GetFeedback genuinely good and then show where the comparison lands honestly.

Survey Design and Branding

GetFeedback's visual survey editor was arguably the most polished in the Salesforce survey space. Non-technical users could build branded, professional-looking surveys quickly. The templates looked good out of the box.

Zonka matches this with customizable templates, white-labeling, and full brand control across colors, fonts, logos, and layouts. Where Zonka goes further is survey logic: skip logic, hide logic, answer piping, conditional branching, and 30+ question types give you more flexibility for complex survey programs. GetFeedback kept things simple, which was a strength for basic programs and a limitation for anything beyond standard NPS/CSAT.

Salesforce Integration Depth

GetFeedback's Salesforce integration was its defining feature. Surveys triggered from Salesforce events. Responses mapped back to standard objects. Data lived natively inside the org.

Zonka's Salesforce integration provides equivalent bidirectional sync with additional capabilities that GetFeedback didn't offer:

• Custom mapping lets you map any survey field to any field on any Salesforce object, including custom objects. You name the mapping, select the Salesforce Object Type, choose an action (create or update), set mapping conditions, and connect each survey question to the corresponding Salesforce field.
• Managed mapping auto-syncs survey responses and CX metrics to Salesforce Contacts. Toggle on sync by Contact ID or email address. If no matching contact exists, Zonka can auto-create one.
• Lookup field mapping with reference IDs maintains precise 1-to-1 relationships between responses and specific Case, Contact, or Account records.
• Partial response capture syncs data as the customer answers, not just on survey completion. If someone abandons a survey after question 3, you still get those three answers in Salesforce.
• Salesforce merge fields work in both email templates and survey questions for personalization. Lightning Email Templates are fully supported.
• AI sentiment analysis values sync back to Salesforce fields automatically, so your team sees sentiment scores alongside CX metrics without switching platforms.
• Sandbox testing lets you validate all mappings and triggers in your Salesforce Sandbox before flipping to production.

The honest trade-off: GetFeedback data lived natively inside the Salesforce org as a platform-native app. Zonka connects via native integration with bidirectional real-time sync. In simple terms: both approaches deliver feedback data inside Salesforce. The difference is architectural. GetFeedback's single-platform approach meant no channels outside Salesforce's reach. Zonka's integration approach means you get omnichannel distribution and AI intelligence on top of the same Salesforce data flow. For most teams, that trade-off favors the broader capability set. For teams where data residency inside the SF org is a non-negotiable requirement, it's worth understanding how Zonka's Salesforce integration handles the sync.

NPS and CSAT Programs

GetFeedback ran clean, straightforward NPS and CSAT programs. It did two metrics well.

Zonka supports all three CX metrics: NPS, CSAT, and CES. GetFeedback measured satisfaction and loyalty. Zonka measures satisfaction, loyalty, and effort. That third metric matters because Customer Effort Score is what most support teams should be running on cases but usually aren't. CES predicts repeat contacts more reliably than CSAT in most support operations. GetFeedback never offered it. For implementation details, see our guides on NPS surveys in Salesforce, CSAT surveys in Salesforce, and CES surveys in Salesforce.

What Zonka Has That GetFeedback Didn't

What happens when you move beyond matching and into territory GetFeedback never covered? This is where the comparison shifts from "matching" to "exceeding." These are capabilities GetFeedback never offered, and they represent where the feedback industry has moved since GetFeedback's development stalled.

AI feedback analysis and signals. This is the single biggest gap GetFeedback never filled. Thematic analysis clusters hundreds of open-text survey comments into consistent patterns: 34% about wait time, 22% about resolution quality, 18% about the same product issue. Sentiment detection catches what scores miss: a 4/5 CSAT with a frustrated comment isn't really a 4. Entity mapping connects feedback to specific agents, products, and workflows in your Salesforce data model. And Ask AI lets anyone on your team query feedback in plain language: "What are the top issues driving low CSAT in Enterprise this quarter?" The difference between a survey tool and a feedback intelligence platform is what happens after the response comes in. Survey tools give you a score. Zonka gives you a signal: which agent needs coaching, which process creates friction, which account is at risk. See AI feedback intelligence for Salesforce for how this works in practice.

Omnichannel distribution. GetFeedback was limited to email, web, and basic SMS. Zonka distributes surveys across email, SMS, WhatsApp, in-app (JS SDK), kiosks and tablets (iPad, Android), offline with auto-sync when back online, and QR codes. For field service, healthcare, retail, and property management teams on Salesforce, this changes what's possible.

Customer Effort Score. GetFeedback supported NPS and CSAT. Zonka adds CES, completing the metric triangle. That means you can run relationship surveys (NPS), satisfaction surveys (CSAT), and effort surveys (CES) from the same platform, all mapped back to Salesforce objects.

Workflow Designer for closed-loop automation. Auto-create Salesforce Tasks on low scores. Route alerts to Slack, MS Teams, email, or SMS. Tag and categorize responses automatically. Set up digest reports for leadership. GetFeedback relied on Salesforce's native automation for most of this. Zonka's Workflow Designer handles it within the platform and syncs the results back, which means closing the feedback loop requires less custom Flow building.

Evidence-based feedback collection. Customers can share comments plus attachments like photos and documents to speed up issue validation. Particularly useful for field service and property management teams where visual evidence matters.

Active product roadmap. AI agents that surface signals proactively, role-based dashboards where each team member sees the signals relevant to them, and multi-source intelligence that analyzes surveys alongside support tickets, reviews, and chat transcripts together. GetFeedback's roadmap stalled after the SurveyMonkey acquisition. Zonka's is accelerating.

What About SurveyMonkey Enterprise?

SurveyMonkey is offering Enterprise as the default migration path for GetFeedback users. It's worth understanding what that means before committing.

SurveyMonkey Enterprise is not Salesforce-native. It connects to Salesforce through external connectors, not through the kind of direct integration GetFeedback had. Data flows between two separate systems rather than syncing natively. If you chose GetFeedback specifically for that tight Salesforce connection, this is a meaningful change in architecture.

SurveyMonkey Enterprise was designed for general market research: employee surveys, panel access, multi-use-case research programs. It supports 200+ integrations and covers a wide range of survey types. But it wasn't built for CX feedback programs tied to Salesforce workflows. The Salesforce-specific capabilities (survey-to-Case mapping, Flow-triggered distribution, closed-loop automation on detractor scores) are not the product's core strength.

Pricing is also a factor. SurveyMonkey Enterprise is priced as an enterprise product. If you're a mid-market team running straightforward NPS and CSAT from Salesforce, you may end up paying for research-grade features you'll never use. And many GetFeedback users are exactly that kind of mid-market team.

The question isn't whether SurveyMonkey Enterprise is a good product. It is. The question is whether a general-purpose survey platform is the right replacement for a Salesforce-specific feedback tool. For most teams migrating from GetFeedback, a platform purpose-built for CX feedback with deep Salesforce integration fits the use case better.

Migration Playbook: Moving from GetFeedback to Zonka Feedback

Wondering what the actual migration process looks like? It sounds harder than it is. The surveys are straightforward to rebuild. Where teams actually spend time is recreating Salesforce automation and validating that field mappings work correctly. Zonka has a dedicated onboarding team that works with you through the entire setup: Salesforce connection, mapping configuration, automation rebuild, and validation. Most teams are up and running within a few weeks with their support. Here's the step-by-step.

Step 1: Export Your GetFeedback Data

Start with your historical data. Export all survey responses, survey templates, and contact lists from GetFeedback. SurveyMonkey offers data migration services for US-based customers and manual rebuild support for non-US customers. Don't wait until close to the December deadline: export early and store it in a format your Salesforce dashboards or BI tools can ingest.

Your leadership will ask "what was our NPS this time last year?" after the migration. If you can't answer because the historical data didn't make it across, the new program starts with a credibility gap.

Step 2: Recreate Your Surveys in Zonka

Map your existing GetFeedback surveys into Zonka. Most standard NPS and CSAT survey formats have pre-built templates in Zonka, which accelerates this step. For custom surveys, recreate the question flow, branding, and logic. If you were running multi-language surveys, Zonka supports 30+ languages natively.

This is also a good time to add what GetFeedback couldn't do. Adding a CES survey for post-case feedback? Now's the moment. Want to add SMS or WhatsApp as a distribution channel? Build it into the new survey rather than retrofitting later.

Step 3: Connect and Map Salesforce

Add the Salesforce integration in Zonka: go to Integrations, select Salesforce, log in with your Salesforce credentials. One-time OAuth authentication, no package installation.

Then set up your mappings. Two options:

Custom Mapping for complex programs: name the mapping, select the Salesforce Object Type (Contact, Lead, Account, Opportunity, Case, or any custom object), choose whether to create or update records, set conditions, and map each survey field to the corresponding Salesforce field individually.

Managed Mapping for quick setup: toggle on sync by Salesforce Contact ID or Contact Email Address. Responses and CX metric scores auto-sync to the Contact record. If no matching contact exists, Zonka can auto-create one.

Recreate your GetFeedback field mappings using whichever approach fits your program. Most teams migrating from GetFeedback use Custom Mapping for Case-level surveys (CSAT, CES) and Managed Mapping for Contact-level programs (NPS).

Step 4: Rebuild Automation Workflows

This is where most migration time goes.

Configure event-based triggers in Salesforce Flow: Case status changes to "Closed," Opportunity stage moves to "Closed Won," a custom field changes, or a lifecycle milestone is reached. These Outbound Messages trigger Zonka survey delivery.

Set up Zonka's Workflow Designer for closed-loop automation: auto-create Tasks in Salesforce on low scores, route alerts to Slack or MS Teams, add response tags, trigger follow-up actions. Enable AI sentiment analysis sync so sentiment values write back to Salesforce fields automatically.

Add Salesforce merge fields to both email templates and survey questions for personalization (contact name, case number, account details). If you're using email-embedded surveys, configure your Lightning Email Templates.

Step 5: Validate and Go Live

Test everything in your Salesforce Sandbox first. Zonka supports connecting Sandbox accounts for safe validation of all mappings and triggers before you flip to production.

Send test surveys to internal contacts. Verify that responses land on the correct Salesforce objects with the right field values. Check that automation triggers fire correctly and closed-loop Tasks appear where they should. Run parallel (old and new) for 2-4 weeks if your timeline allows.

Then cut over. For the broader Salesforce survey strategy once you're migrated, our complete Salesforce survey guide covers how to structure your program across metrics, channels, and use cases.

Every migration involves disruption. Choosing a replacement for GetFeedback is a real decision with real transition costs, and nobody should pretend otherwise. But every team we've worked with through this migration ended up with a stronger setup on the other side. They added channels GetFeedback didn't support. They built closed-loop workflows they never got around to setting up before. They ran AI analysis on open-text responses for the first time. The disruption is genuine, but so is the upgrade.

GetFeedback served Salesforce teams well for years. It earned its reputation. But the feedback programs that will drive customer loyalty in 2026 and beyond need more than what any tool built a decade ago can offer: they need AI that reads between the scores, channels that meet customers wherever they are, and automation that closes the loop without manual effort. That's not a wish list. That's the new baseline. And it's exactly what migration gives you the opportunity to build.