Add logo, background, colors and more in your Surveys — without any code. Create white-labelled NPS Surveys Modify your NPS Question based on who you’re surveying — Customers and Employees and what you’re taking feedback on (general experience and relationship, or after a transaction, purchase or event).
Let your customers share the reason for their NPS Score in their own words, with open-ended Follow Up Questions Add additional questions in your NPS Survey to get customer details, capture additional feedback, and get more insightful feedback.
Add logic-based follow up questions in your NPS Survey to add relevant questions for Detractors, Passives and Promoters.
Automatically trigger NPS Surveys via SMS and Email at key customer touchpoints or at regular time intervals using Zonka Feedback APIs and Integrations or directly from the NPS Platform. Set up Offline Kiosk NPS Surveys on iPads and Android Tablets for real-time on-premises feedback. Survey your Website Visitors with Survey Links and Website Surveys using the Feedback Button and Pop up.
Set up automated, personalized and conditionals emails to customers based on their Net Promoter Score. Engage with customers — thank promoters and encourage them to refer you, show gratitude to passives for their suggestions and reach out to detractors to help solve their issues.
See your feedbacks and survey responses in real-time with the Net Promoter Score in your Response Inbox. Easily filter by Promoters, Detractors, Passives directly from the Inbox. Filter your Responses, add Tags to identify themes, search by Name, Comments and more.
Get insightful NPS Survey Reports instantly to calculate, analyze your NPS performance and take data-driven business decisions.
View your Survey’s NPS Score plotted in charts between -100 to +100 with the score segmented as Promoters, Detractors and Passives.
Monitor your NPS Score over time and track improvements with NPS Trends Reports. See how your Detractors, Passives and Promoters have moved on a Weekly, Monthly, Quarterly and Yearly basis.
What are top themes and words repeated by Detractors, Passives and Promoters in your NPS Survey? Analyze commonly used words in your open-ended questions in the NPS Survey with NPS Text Analysis Report.
Taking feedback across various locations? Compare how your Net Promoter Score fares across various business locations or even departments.
Save your reports with your desired filters, time range and settings. Schedule them to be automatically delivered to your inbox periodically - daily, weekly, monthly, quarterly. Easily distribute Survey Reports to the right stakeholders and spot survey trends - right within your inbox.
Go beyond just sending surveys, taking feedback and viewing reports. Loop in your entire team, keep the right stakeholders notified, take immediate action on miffed customers and Close the Customer Feedback Loop.
Tag your Responses based on the theme. Filter Responses by Questions, Tags, Customer Attributes, Locations and Date.
Create Tasks for different Team Members to take action on feedback
Set Custom Notifications & Alerts for Team Members based on different conditions and filters. Keep the right stakeholders always in loop.
Easily integrate Zonka Feedback using APIs and Webhooks. Connect to tools with ready-to-use integrations — send surveys and responses in Slack , survey your teams in Microsoft Teams, sync feedback and contacts to Salesforce, Hubspot and Zoho CRM, trigger surveys after the ticket is updated in Zendesk and Freshdesk, add new contacts to Mailchimp and Constant Contact and more.
Yes, you can modify the NPS Question for your Survey using the Survey Builder. While the NPS Question is a standard question, it can be tweaked a bit to match the tone and context you're seeking the feedback in.
Following are examples of a few scenarios where you can tweak the standard NPS Question to make it relevant for the customers answering the NPS Survey.
Standard NPS Survey Question
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
NPS Survey Question for Company or Business
“On a scale of 0 to 10, how likely are you to recommend our business/our company to a friend or colleague?”
NPS Survey Question for Products
“On a scale of 0 to 10, how likely are you to recommend (product name) to a friend or colleague?”
NPS Survey Question for Services
“On a scale of 0 to 10, how likely are you to recommend (service name)/our services to a friend or colleague?”
Post Transaction NPS Survey Question
“Based on your recent transaction, on a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
NPS Survey Question for Helpdesk or Support Staff
“On a scale of 0 to 10, how likely are you to recommend this company as a place of work to a friend or colleague?”
By tweaking and modifying your NPS Survey Question to suit the scenario, you're likely to get more accurate responses from Customers while measuring Customer Loyalty with Net Promoter Score.
Yes, with Zonka Feedback you can add Follow Up questions to your NPS Survey. You can completely customize the question you're looking at asking - this include closed-ended questions like multiple choice questions or open-ended questions like comments for customers to share their reason for the Net Promoter Score in their own words.
Here are a few examples of the type of Follow Up Questions you can ask in your NPS Surveys, based on different touchpoints, different scenarios and also based on the score the customer has given:
It is also possible with Zonka Feedback to add logic to your NPS Question and display different follow up questions based on whether the customer rated on the question as a detractor, passive or promoter.
However, adding Follow Up Questions is not mandatory in your NPS Surveys.
Implementing Logic to any Survey makes the survey for relevant for customers and gets you more accurate and focussed answers. Logic helps create Smart Surveys.
With Zonka Feedback, you can use Survey Logic in your NPS Surveys to trigger and show different follow up questions to respondents based on whether they rated you as a Detractor (0-6), as a Passive (7-8) or as a Promoter (9-10) on the NPS Survey Question. With Skip Logic, you can easily skip or hide a few screens of the survey based on the NPS Score. You can directly make your respondents land on the specific question based on their answer.
At Zonka Feedback, you can add two types of Survey Logic to your NPS Surveys.
Yes, you can embed the NPS Question in Email Surveys in Zonka Feedback. Embedded Email Surveys is a great way to increase Email Survey Responses. In Embedded Email Surveys, the NPS question of your survey is sent embedded within the email body itself. Since the customers can see the question when they open the email, they are more likely to click on the response and this leads to a better response rate. On clicking the embedded email survey, the rest of the survey continues on the browser.
Embedding NPS Question in Zonka Feedback Email Surveys is very easy. Here's how:
Delivering NPS Surveys in-app is a great way to get customer feedback. It is the time when the customer is in the midst of using your app or software and is likely to share a very detailed and honest feedback when responding to the survey.
With Zonka Feedback, you can add in-app NPS Surveys to gauge Customer Loyalty and Feedback based on their interaction with you. For example, in-App NPS Surveys can be triggered in your app post a transaction, after a ticket is resolved, after a task is completed, after a booking is made and so on.
In-App NPS Surveys are helpful to measure Customer Loyalty based on a particular event or interaction and are Transactional NPS Surveys.
Yes, with Zonka Feedback you can create multiple NPS Surveys to gauge Customer Loyalty at different touchpoints. Different NPS Surveys can be customized separately and can have different follow up and additional questions.
Zonka Feedback allows you to set Response Notifications so you and your team can be notified as soon as there is a new Survey Response. For NPS Surveys, you can easily set Response Notifications for Detractors (as well as for Passives and Promoters) to keep your team notified and to enable them to take action immediately.
Besides setting up Alerts and Notifications for Detractors in NPS Surveys, you can also set up custom notifications based on other questions in your survey with the Zonka Feedback NPS Software.
Zonka Feedback automatically calculates your Net Promoter Score and presents them as graphs on your NPS Software Dashboard. This gives you a quick snapshot of your NPS Survey Responses. In addition, you get a lot of NPS Data Reports and powerful Analytics to dig deeper into your score and look at your score from any data other point you are tracking in Zonka Feedback.
The NPS Reports you get in Zonka Feedback include:
All the NPS Reports are drill-down reports and you can view the Survey Respondents in one-click from right within the report itself. These Reports can also be filtered, saved and scheduled to your inbox.
In Zonka Feedback, Responses can be viewed in the Response Inbox in real-time. By default, all responses are tagged as Detractors, Passives or Promoters based on their scores and ratings in the NPS Survey. Furthermore, you can easily use Quick Filters to filter and view responses from only one or two segments at a time.
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.
The first step to utilizing NPS for Closing the Feedback Loop is following it up with a Follow-up Question to ask the reason for ratings given by the customers. By asking the Follow-up Question, you can know the reason for the score given by your customers and focus on the root of why customers become detractors, passives, or promoters.
While sending the NPS Survey, you can set Custom Alerts and Notifications for your team to get instantly notified of passives and detractors. This helps your team give immediate attention to the customers who may churn.
Once you receive feedback, you can create Tasks for your team to take for particular feedback. You can tag the responses, add relevant notes and close the feedback to prevent customer churn.
The Trends Report in Zonka Feedback allows you to view your Net Promoter Score (segregated as detractors, passives and promoters) over a period of time like monthly, quarterly, yearly or more. It displays your NPS Survey Responses and Segments as week on week or month on month to easily evaluate and analyse how your scores have changed overtime. The graphical representation of the Trends comes with a pivot table that makes data consumption of your Net Promoter Scores overtime very easy and effective for business analysis.
Yes, you can display NPS Survey on your website in multiple ways with Zonka Feedback. These include: