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Gauge real-time customer feedback with SMS Text Surveys

Trigger Surveys to customers on their Mobile Devices via SMSes and gather information, capture feedback and measure customer experience on-the-move.

Sign up now for free and start taking customer feedback in minutes!

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  • Zonka Feedback G2 High Performer 2023
  • Zonka Feedback Best Est. ROI 2023
  • Zonka Feedback G2 High Performer Mid-Market 2023
  • Zonka Feedback Capterra Shortlist 2023
SMS Survey On Mobile Website
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When to use SMS Surveys?

SMS Surveys work for anyone with a Smartphone as they open the mobile-responsive surveys in browser and can be accessed from anywhere. Here are some popular use cases of SMS Surveys. 

Customer Satisfaction

Measure Customer Experience and Satisfaction by sending Customer Satisfaction and NPS Surveys to customers via SMS. 

Customer Support

Gauge feedback about Customer Support and Service with Customer Effort Score SMS Surveys triggered after interactions with support team. 


Know the experience of browsing your eCommerce site, placing an order, payment options and delivery with eCommerce SMS Surveys. 


Send SMS Surveys to customers to know the speed and accuracy of delivery and packaging with Post Delivery Surveys. 


Send SMS Surveys to event attendees as well as event exhibitors to know expectations pre-event and gauge satisfaction after an event. 


Use SMS Surveys for healthcare feedback. Send surveys after a patient appointment or discharge to gauge patient satisfaction


Gauge feedback after interview, post joining, after onboarding, post training and for general employee satisfaction with SMS Surveys.


SMS Surveys can be used to gauge customer satisfaction after hotel stay, dine in, salon appointment, spa session, car repair, and more. 



Create & Personalize your SMS Surveys

Customize the SMS Survey Invitation as well as send pre-filled data or additional information with your SMS Surveys. 

  • editCustomize your SMS Survey Text Message 

    Add the text message you like along with the Survey Link while sending SMS Surveys. 

  • userPersonalize SMS with Placeholders 

    Use placeholders to personalize your SMS Survey Text Message like contact name, product purchased, delivery person's name and more. 

  • listUpload Contacts with Additional Data

    Use CSV with additional data to upload information for Contacts. Display this information in Surveys or use it to enrich your reports and analytics. 


Upload Contacts in SMS Survey Tool

Choose from different ways of adding the contacts for your SMS Surveys. 

  • userAdd Contacts Individually 

    Add Names and Phone Numbers directly on the platform to send SMS Surveys to. 

  • usersAdd Contacts in Bulk with CSV 

    Upload a CSV file with Contact information to Zonka Feedback to trigger SMS Surveys. 

  • upload Upload Contacts with Pre-Filled Data 

    Want to pass additional or hidden information in your surveys? Upload CSV with additional information to your SMS Survey Platform. 

  • list Choose Contact Lists 

    Create Contact Lists in the SMS Survey Software to trigger SMS Surveys to. 

Adding Contacts for SMS Surveys


Choose from different ways of sending your SMS Surveys


Trigger SMS Surveys from the Platform

Create and customize SMS Surveys and send them directly from the Zonka Feedback SMS Survey platform.


Schedule SMS Surveys

Pre-set and schedule your SMS Surveys to be triggered at a particular time to your contacts.


Send SMS Surveys via Integrations & APIs

Triggering surveys after an event or interaction is extremely effective to get real-time feedback. Connect to your favorite tools to send SMS Surveys via Integrations.


With the SMS Feedback Tool, track everything

Once you’ve sent SMS surveys, you can view logs to track SMS deliveries, SMS survey response rate with the SMS Survey Software.

  • View logs of SMS Survey deliveries
  • View date and time of when the Survey was opened and answered
  • Track Survey Open Rate and Survey Response Rate



Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.

Snapshot Report Snapshot Report

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

Response Insights Response Insights

Get Insights and Analysis of all Survey Responses and CX Metrics (NPS, CES and CSAT)

Location Insights Location Insights

Have multiple locations? Analyze and compare their performance and scores.

Team Performance Report Team Performance Report

With this get analysis and comparison of team member performance on each question and metrics.

Response Inbox Response Inbox

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

Trends Report Trends Report

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

Text Analytics Text Analytics

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

snapshot_report response_insight location_insight team_performance_report response_inbox trends_report text_analytics


Unified Response Inbox

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 Response Inbox

View all feedback and responses in a Collaborative Response Inbox.

Filter ResponsesFilter Responses

Use Date, Response Choices, Contact Attributes, Variables to filter.

Tag ResponsesTag Responses

Add Tags to responses. Flag them or mark them as urgent.

Add Tasks & ActionsAdd Tasks & Actions

Create tasks for team, take action and close the feedback loop.

Segment by NPS, CES, & CSATSegment by NPS, CES & CSAT

View CX Scores (NPS, CES and CSAT) and filter by metrics-based segments.

Manage ContactsManage Contacts

See Contacts with Responses & Attributes. Track Contact Activity.


Integrate with your existing tools

Connect your favorite tools for a seamless feedback management.

  • refresh-cw-newSync Data 

    Sync data to apps and tools.. Map survey fields to fields in your CRMs, Customer Support Tools, Marketing Automation Software.

  • mail-newAutomatic SMS Triggers 

    Trigger automatic survey campaigns and actions for events like New Contact Added, Ticket Closed or Solved, New Order placed.

  • share-2-newDeep Integrations

    Use Native Integrations with Intercom, HubSpot, Zendesk, Salesforce, & more. Build your own using APIs & Webhooks.

Know more about Integrations 
  • zendesk
  • intercom
  • hubspot
  • salesforce
  • webex
  • slack
  • active_campaign
  • front
  • helpscout
  • pipedrive
  • airtable
  • mailchimp
  • google_sheets
  • freshdesk
  • zapier
  • webhooks


Benefits of using an SMS Survey Tool


Reach customers anywhere

With SMS Surveys, you can reach customers anywhere globally to gauge their feedback and collect data.


Real-time feedback

Get in-moment feedback for time sensitive events and situations with SMS Surveys.


Mobile Optimized, Responsive Surveys

With Zonka Feedback, you can send links to mobile responsive Surveys that look great on all mobile devices.

Frequently Asked Questions (FAQs)

Can I customise my SMS Surveys?

Zonka Feedback enables you to fully customise and personalise your SMS surveys, send pre-filled data or additional information. You can add custom text message along with the survey link, use placeholders like contact name, product purchased, etc. and use CSV with additional data to contact information.

How much does Zonka Feedback SMS Survey Software cost?

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. 

What are the popular SMS Survey Software features?

Popular features or the most useful one for an SMS Survey Software may include - full customisation, adding contacts in bulk, trigger surveys from platform, schedule surveys, trigger via Integrations & APIS, real-time tracking, advanced reporting and insights, etc.

Can I embed CX metric question (NPS, CSAT, and CES) in SMS surveys?

Yes, you can embed CX metric question in SMS Surveys. The platform gives you full control over the type of questions to ask in your survey. You can ask CX metric question, button choice, comment box, likert scale, and more.

Is it possible to set alerts and notifications for my team for SMS survey responses?

You can set up alerts and notifications for all survey responses with Zonka Feedback. The platform allows you to create Workflows based on conditions. For instance, if you are running a CSAT survey via SMS for your event attendees, you can set alerts for negative feedback for your teams so they can take prompt action towards resolving customer query and improving satisfaction in the long run.

What kind of reporting and analytics capabilities does Zonka Feedback offers for SMS surveys?

Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses. Here are a few types of reporting features you get with our SMS Survey Software:

  1. Snapshot Report - Overview report to get quick summary and analysis of the responses.

  2. Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT)

  3. Location Insights - Analyse and compare performance and scores based on locations.

  4. Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.

  5. Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.

  6. Trends Report - View and analyse how survey responses and metrics have changed over time.

  7. Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.

Are SMS Surveys trackable?

After sending SMS surveys with Zonka Feedback SMS Feedback Tool, you can view the logs to track SMS deliveries, view date and time of when the survey is answered or opened, and track the open rate and survey response rate in real-time.

Can I use my existing HelpDesk and CRM to trigger SMS Surveys?

Yes, you can use your existing HelpDesk and CRM to trigger SMS Surveys. Zonka Feedback platform allows integration with your current tools along with enabling creation of custom integrations using APIs and Webhooks.

How do I ensure a good response rate with SMS Surveys?

To get good response rate on your SMS surveys, there are a few things you can take care of. For instance, you can customise your message (making it more catchy) to capture the interest of the recipeint. You can further personalise your surveys by adding contact name, your company name, and mention the time it will take for the user to fill the Surve form. To ensure maximum efficiency in responses, you can keep the first question as the most important one (could be CX metrics, yes/no, or other question relevant to your survey goal). Since the platform allows partial responses and ability to put survey reminders, you can ensure maximum submissions.

What type of tools can I integrate to trigger SMS surveys?

You can integrate Email Survey tool with CRMs, Help Desks, Marketing Tools, and more including HubSpot, Zendesk, Freshdesk, Make, HelpScout, Pipedrive, Mailchimp, Salesforce, WebEx, Slack, and more.

You can also integrate SMS Survey tool 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. 

What are the ways Zonka Feedback offers to send SMS Surveys?

Zonka Feedback offers multiple ways to send SMS surveys, including:

  1. Send SMS Surveys from platform - You can directly send your SMS surveys from within the platform. All you need is to build your survey, compose the survey (personalised tracking survey URL is automatically added), add recipient, preview, and send. 

  2. Trigger SMS Surveys via integrations - Trigger surveys based on events and activities by integrating Zonka Feedback with your CRM, Helpdesk,or other tools. 

  3. Trigger SMS Surveys via APIs - It’s a great option if you want to connect your CRM, POS, HRM, or other tools. 

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