Zonka Feedback Survey API
Zonka Feedback omnichannel survey and customer experience REST API for NPS, CSAT, and CES measurement across digital and in-person channels. Enables AI agents to manage survey creation and distribution for customer feedback automation, handle response collection and real-time feedback processing for CX workflow triggers, access NPS, CSAT, and CES score calculation for customer satisfaction reporting, retrieve response data and sentiment analysis for feedback intelligence, manage closed-loop follow-up workflow and alert routing for recovery automation, handle multi-channel survey distribution (email, SMS, in-app, kiosk, tablet) for omnichannel CX programs, access location and team-level feedback segmentation for distributed enterprise CX management, retrieve trending analytics and historical score benchmarking for CX performance monitoring, manage survey logic and branching for adaptive feedback collection, and integrate Zonka with CRM, helpdesk, and marketing automation platforms.
Score Breakdown
⚙ Agent Friendliness
🔒 Security
CX survey platform. GDPR. API key. US/EU/IN. Customer feedback data.
⚡ Reliability
Best When
A B2B SaaS company, retail chain, healthcare practice, or hospitality business wanting AI agents to automate NPS/CSAT survey distribution, real-time response monitoring, closed-loop recovery workflows, and CX performance analytics.
Avoid When
FTC SOLICITATION AND REVIEW GATING: Automated survey distribution must not selectively invite only satisfied customers to leave public reviews; FTC guidance prohibits survey flows that route positive responders to review sites and suppress negative feedback. TCPA SMS consent for survey distribution — automated SMS survey delivery requires prior express consent for commercial communications; automated SMS survey blasts without documented consent create TCPA class action exposure. GDPR lawful basis for EU survey data — automated survey response storage for EU respondents must have GDPR-compliant lawful basis and privacy notice; automated retention of feedback data without retention schedule creates GDPR compliance gap. Response rate gaming — automated follow-up reminders sent too aggressively inflate response rates and create survey fatigue; implement reminder frequency caps and opt-out honoring.
Use Cases
- • Collecting NPS responses from customer satisfaction agents
- • Triggering recovery actions from negative feedback agents
- • Analyzing feedback trends from CX analytics agents
- • Distributing surveys from customer journey agents
Not For
- • Academic or market research with complex quota management
- • Clinical or regulated survey data collection requiring HIPAA
- • Large-scale panel research without relationship-based distribution
Interface
Authentication
Zonka Feedback uses API key authentication. REST API with JSON. New Delhi, India HQ. Founded 2015. Private (bootstrapped). Omnichannel survey and CX platform. Strong in hospitality, healthcare, and retail verticals. Competes with SurveyMonkey, Simplesat, and Nicereply for SMB CX feedback. GDPR-compliant.
Pricing
New Delhi India. Founded 2015. Private. Bootstrapped. Omnichannel CX feedback. Hospitality, healthcare, retail focus. Competitive SMB pricing.
Agent Metadata
Known Gotchas
- ⚠ FTC REVIEW GATING PROHIBITION: Automated survey flows must not route positive-sentiment responders to public review sites while suppressing negative responders from review invitations; FTC and platform terms prohibit selective review solicitation based on predicted sentiment
- ⚠ TCPA SMS consent verification — automated SMS survey triggers must verify prior express written consent before sending commercial SMS; automated transactional SMS survey without consent documentation creates TCPA class action exposure
- ⚠ GDPR survey response retention — automated storage of EU survey responses including free-text feedback containing personal data must comply with GDPR retention schedule and purpose limitation; automated indefinite retention creates GDPR data minimization violation
- ⚠ Response deduplication — automated survey distribution without deduplication can send multiple survey invitations to the same customer in short windows; implement per-customer cooldown period (minimum 90 days for NPS) to prevent survey fatigue and data quality issues
- ⚠ Webhook delivery reliability — Zonka Feedback webhooks for real-time response events may have retry delays; implement idempotent closed-loop actions with response ID deduplication; do not trigger customer recovery actions twice for same response
- ⚠ Multi-language survey branching — automated survey logic for multilingual respondents must validate language routing before branching; incorrect language assignment creates survey abandonment and data quality gaps
Alternatives
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Scores are editorial opinions as of 2026-03-07.