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CUSTOMER SATISFACTION SURVEY SOFTWARE
Take feedback from customers in real-time with CSAT Surveys, track their Customer Satisfaction in-the-moment with real-time responses and powerful reports, identify unhappy customers, take action, and prevent them from churning.
Sign up now for free and start taking customer feedback in minutes!
Gain deeper insights into how satisfied your customers are while doing business with you or after an interaction with Zonka Feedback’s CSAT Survey Software.
Gauge Customer Satisfaction wherever your customers are — offline, on premises, on your website, in-app, through Email and SMS Surveys and more.
Set up alerts for at-risk and unhappy customers. Get your team notified of miffed customers and strategize your business plan to win them back!
Go beyond measuring Customer Satisfaction, measure satisfaction from employees, patients, visitors, audiences and more.
Use Survey Throttling to send only one Customer Satisfaction Survey to customers within a defined period of time and ensure they don’t get survey fatigue.
MULTICHANNEL CUSTOMER SATISFACTION SOFTWARE
Distribute your CSAT Surveys and get customer satisfaction and feedback from customers in real-time, at all customer touchpoints
Measure Customer Satisfaction from website visitors and in-app.
Microsurveys
Display microsurveys with Customer Satisfaction Survey Questions in-app or on your website.
Feedback Button
Add a Customer Satisfaction Feedback Button on the website, after a knowledge base article or in-app to get customer feedback.
Slide Outs
Display your CSAT question as a slideout on your website or within an app to measure customer experience and satisfaction.
Pop-ups
Trigger CSAT Surveys as pop-up on Website or within your app post an interaction or event by your customer.
Exit Surveys
Using Exit Intent Surveys, measure customer satisfaction when the customer is about to leave your website.
Embed & Links
Embed or Link CSAT Surveys anywhere on your website or within your app.
On-premises is the right time to measure Customer Satisfaction.
iOS Surveys
Set up Customer Satisfaction Surveys on iPads and iPhones.
Android Surveys
Measure Customer Satisfaction on-premises using Android Smartphones and Tablets.
Kiosk Feedback
Turn touchscreen tablets (Android and iOS) to Kiosk Feedback Devices and measure Customer Satisfaction unattended on-premises.
Offline Surveys
At a location with patchy Internet? No problem! Continue taking feedback without WiFi in offline mode. Responses sync automatically.
Measure Customer Satisfaction with Email Surveys.
Email Survey Invitations
Insert Customer Satisfaction Surveys with links and buttons in your Emails.
Embedded Email Surveys
Insert a Customer Satisfaction Survey Question within your Email body and increase Email Survey Response Rate.
In-Signature Email Surveys
Add CSAT Survey Question in the email signature to allow customers to give feedback with every email.
Scheduled Email Surveys
Looking at sending email surveys at a later date and time? Schedule Customer Satisfaction Surveys.
CSAT Email Survey Triggers via Integration
Trigger Customer Satisfaction Surveys using integrations with CRMs, Help Desks, eCommerce Websites and more.
Send CSAT Surveys with SMS and Text Messages.
One-click SMS Text Surveys
Trigger SMSes with Custom Messages and CSAT Survey link to customers to measure their experience and satisfaction.
SMS Surveys with Integrations
Trigger CSAT Surveys after an order is placed or delivered, a ticket is closed, an issue is resolved, event has concluded, onboarding has been completed, or more by connecting SMS Survey Tool to your eCommerce Website, Help Desk, CRM, POS or any other tool.
Run CSAT surveys on-the-go, on mobile devices.
In-App Surveys
Measure satisfaction for new features, product usage, customer support and more by embedding customer satisfaction micro-surveys within your app.
Responsive Mobile Surveys
Build beautiful, mobile responsive CSAT surveys with Zonka Feedback that work seamlessly on all devices and screens.
Offline Surveys
Take on-the-go feedback with the Offline CSAT Survey App.
QR Code
Allow customers to scan QR Code to access CSAT Survey on their mobile browsers and give customer feedback on-the-go.
Measure Customer Satisfaction from Intercom Customers
Intercom Messenger Surveys
Add Survey to Intercom Messenger and get customer feedback on website and in-app.
Intercom Conversation Surveys
Allow Customer Success Agents to trigger Surveys in Intercom Conversations to gauge feedback.
Email Surveys
Send automated Intercom Email Surveys based on workflows.
Survey Workflow in Custom Bots
Add Zonka Feedback Forms & Surveys to an Intercom bot workflow
Intercom Post Surveys
Embed Survey Questions or Feedback Button directly in Intercom Posts.
Trigger Surveys using Native Integrations, Zapier and APIs
Helpdesks
Trigger surveys after ticket is updated, closed or open new tickets with tools like Intercom, Zendesk, Freshdesk, Help Scout, and more.
CRMs & Marketing Automation
Send surveys to leads and customers by connecting Zonka Feedback to your CRM like HubSpot, Salesforce, Pipedrive and more.
Trigger Email Surveys via APIs
Use APIs to connect to your tools and automate sending Email Surveys based on events and triggers.
Trigger SMS Surveys via APIs
Send SMS Surveys to customers based on events and triggers in tools you use with APIs.
Connect Apps with Zapier
Connect to more than 3,000+ apps and automate workflows with Zapier.
CREATE YOUR CSAT SURVEYS
WYSIWYG Survey Builder
Design your Customer Satisfaction Surveys with a no-code Survey Builder within minutes.
Customize your CSAT Questions
Completely customize your CSAT Questions with icons, buttons to get customer feedback.
Add Additional Follow Up Questions
With logic-based follow up questions in your CSAT Surveys, identify key drivers and reasons for customer feedback.
Variables & Pre-Filled Data
Use Variables to pass data in CSAT Surveys, and pre-fill survey fields.
CSAT SURVEY QUESTION STYLES
Smiley Face Smileys use emojis to measure customer satisfaction and likeliness of your company, brand, product or services. Customers can choose from 5 Smiley faces with very dissatisfied and very satisfied emotions.
In a 5 Star Rating Survey Questions, customers can choose from a 5 stars to share their satisfaction where one star depicts dissatisfaction and five stars depict very satisfaction.
Take feedback from customers and gauge their satisfaction using 5 Hearts Rating Survey Question.
While gauging satisfaction from customers, use colored circle rating question where red circle depicts dissatisfaction with weight 1 and green circle depicts satisfaction with weight 5.
Using the CSAT Button question, you can gauge customer satisfaction. The button labels can be changed to create 1-5 Rating Scale Question or any other like Very Dissatisfied to Very Satisfied.
Likert Rating Scale provides five possible answers from negative to positive to measure satisfaction on various parameters or statements.
A picture rating survey question is a 5-scale question from rating 1 to 5 where images and option labels can be added and customized.
CSAT FOLLOW UP QUESTIONS
Add logic-based follow up questions in your CSAT Surveys to know the reasons and key factors that affect your Customer Satisfaction Score.
Let your customers share the reason for their CSAT Score in their own words, with open-ended Follow Up Questions like Comment Boxes or add choice-based questions for Dissatisfied, Neutral and Satisfied Surveys.
SURVEY TRIGGERS
Reach your customers at all touchpoints, at the right time to gauge their loyalty.
Schedule CSAT Surveys
Schedule your CSAT Surveys from within the platform to automatically send the survey at a specific date or time.
Trigger CSAT post an event
Integrate with other tools to send CSAT Survey post an event like closing a ticket, making a purchase and more.
Automate CSAT Surveys on Website & in-App
Set up automation to display your CSAT Survey to customers on your website or in-app when an event occurs.
WORKFLOW AUTOMATION
Design your Workflow
With a simple workflow designer, create filters and actions based on your CSAT Surveys.
Set up Alerts & Actions for customers and team
Set up alerts for the team for high effort, trigger automated emails to customers, add tasks for the team for quick issue resolution.
Update Contacts based on Customer Satisfaction Score
Add Contacts to list, unsubscribe them or send them another Survey based on their score.
SURVEY REPORTS
Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.
This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics and Survey Channels.
Get Insights and Analysis of all Survey Responses and CX Metrics (NPS, CES and CSAT)
Have multiple locations? Analyze and compare their performance and scores.
With this get analysis and comparison of team member performance on each question and metrics.
View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.
View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.
Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.
VIEW RESPONSES
With a real-time Response Inbox, see responses as soon as they come, from wherever you are. Add tags, notes and tasks to take action and close the feedback loop.
View Response Inbox
View all feedback and responses in a Collaborative Response Inbox.
Filter Responses
Use Date, Response Choices, Contact Attributes, Variables to filter.
Tag Responses
Add Tags to responses. Flag them or mark them as urgent.
Add Tasks & Actions
Create tasks for team, take action and close the feedback loop.
Segment by NPS, CES & CSAT
View CX Scores (NPS, CES and CSAT) and filter by metrics-based segments.
Manage Contacts
See Contacts with Responses & Attributes. Track Contact Activity.
INTEGRATIONS
Connect your favorite tools for a seamless feedback management.
Sync Data
Sync data to apps and tools.. Map survey fields to fields in your CRMs, Customer Support Tools, Marketing Automation Software.
Automatic Email Triggers
Trigger automatic survey campaigns and actions for events like New Contact Added, Ticket Closed or Solved, New Order placed.
Deep Integrations
Use Native Integrations with Intercom, HubSpot, Zendesk, Salesforce, & more. Build your own using APIs & Webhooks.
A Customer Satisfaction Survey or CSAT survey, is a tool used by businesses to collect customer feedback and measure the level of satisfaction of their customers with their products, services, or overall experience. The primary motive of a CSAT survey is to make sure that you gather Customer Feedback and assess Customer Experience to know how well your company is meeting the customer expectations and needs.
The primary objective of a CSAT survey, a customer survey tool, is to collect customer satisfaction data by gathering feedback from customers. This Customer Surveys data is crucial for assessing the level of customer satisfaction and identifying areas where improvements are needed. By analyzing CSAT survey responses, businesses can make data-driven decisions to enhance their products and services, ultimately leading to improved customer satisfaction and loyalty.
A good CSAT score may vary depending on various factors, including industry, company's goals, customer expectations, and so on. Customer Satisfaction scores generally range from 1 to 5, with higher scores indicating better customer satisfaction. Here's a simple way to interpret CSAT scores:
To create CSAT surveys, you can sign up with easy-to-use Zonka Feedback Customer Feedback and Survey Software and simply design your Customer Satisfaction Survey question (or choose from pre-built survey templates), set up distribution channels (email, SMS, web, etc.), and schedule the surveys to be sent to your target market and improve customer experience and satisfaction. Ensure a user-friendly and accessible survey format by measuring Customer Satisfaction with our CSAT software.
You can get started with Zonka Feedback Survey Software with a 7-day free trial. To know about the plans, you can explore out our pricing page.
Zonka Feedback Survey Software's feedback capabilities include a Unified Response Inbox that serves as a central feedback hub where you can track your CSAT feedback score in real-time and get actionable insights to understand Customer Sentiment throughout Customer Journey. With valuable insights at your finger tips, you can take immediate action and close the feedback loop to improve Customer Satisfaction and enhance customer loyalty.
Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses and customer data. Here are a few types of reporting features you get with our Customer Satisfaction Survey Software to collect actionable feedback:
Snapshot Report - Overview report to get quick summary and analysis of Customer Insights.
Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT).
Location Insights - Analyse and compare performance and scores based on locations.
Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.
Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.
Trends Report - View and analyse how survey responses and metrics have changed over time.
Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.
Yes, Zonka Feedback's survey distribution opportunities comes with key features that enable you to display Customer Satisfaction Surveys on your website throughout customer journey. You can also choose how to send Likert scale surveys and feedback forms to the customer base as the platform offers multiple survey widgets to choose from, depending on your need and survey requirement. With our Customer Satisfaction Software, you can get started with online surveys, mobile surveys, and so on. Here are a few types of Survey Widgets you can use to collect CSAT feedback.
Yes, you can ask different follow-up questions to the customers based on the Customer Satisfaction Survey score. The platform allows you to add logic-based open-ended questions for both happy and unhappy customers. For Unsatisfied Customers, you can add open-ended question asking for ways to make improvements or their reason for the score and for happy customers, you can ask them for possible suggestions to improve your services or follow-up with Net Promoter Score survey to find opportunities to get Customer testimonials on aggregator platforms and social media.
You can integrate CSAT Survey Tool with CRMs, Help Desk, Marketing Tools, and other Customer Service tools including HubSpot, Zendesk, Freshdesk, Make, HelpScout, Pipedrive, Mailchimp, Salesforce, WebEx, Slack, and more to send periodic satisfaction surveys to your customers via email, SMS, website, in-product, and so on, and sync feedback into your tool in real-time.
You can also integrate CSAT Survey Software with Zapier or Make as well as build your own custom integrations with APIs and Webhooks. Zonka Feedback helps in building integrations as well depending on your plan.
Yes, you can use your existing Help Desks and CRMs to send CSAT surveys with our CSAT Customer Survey Software. Zonka Feedback allows integrations with your existing tools for seamless customer experience management. It also enables creation of custom integrations using APIs and Webhooks.
Zonka Feedback is among the best Customer Satisfaction survey tool that allows you to automate Customer Feedback Management with real-time alerts and notifications. You can easily set up alerts for low CSAT feedback and get instant notification. This way, you can equip your team with data for faster action for unhappy customers, improve customer retention, close the feedback loop faster and boost business performance.
Zonka Feedback Customer Satisfaction Software offers you multiple alternatives for CSAT questions in its survey templates to embed in your customer surveys.
Yes, you can easily sync back data from Zonka Feedback's CSAT surveys back to your Help Desk to give your team transparency into user satisfaction. Our software solution makes it easy for you to connect your Customer Service tools like Zendesk, Freshdesk, Intercom, etc., so you can trigger surveys. and response-based actions throughout customer journey.
So, once you send surveys to your customers, you can sync back the data to your Customer Service tools and view them in Contact Attributes.
Yes, you can embed an CSAT question in your Email Survey. You can either embed in the survey body, in-signature, trigger via integrations and more within a few minutes.
You can use CSAT surveys in various contexts and industries to gather feedback and measure customer satisfaction. Here are some common areas where CSAT surveys can be employed:
In essence, CSAT surveys can be applied in almost any situation where you want to understand and enhance the satisfaction of your customers, clients, or users. They provide valuable data for making improvements and delivering a better experience.
Global Brands
Countries
Surveys per month
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Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.