With this update, you can now set up recurring email surveys that send themselves on a schedule you choose — every 3, 6, 12 months or custom frequency — without having to trigger anything manually. This makes it easy to run continuous customer feedback programs like quarterly NPS, biannual CSAT, or annual relationship surveys with zero ongoing effort.

Key Features

🔁 Set a Recurring Schedule, Once

Pick how often you want each customer to be surveyed — every 3, 6, or 12 months, or a custom interval — and Auto Pilot handles the rest. Every cycle, the next survey goes out automatically. No need to remember when each round is due or rebuild your contact list every quarter.

📊 Smart Distribution Across the Cycle

Auto Pilot doesn't send to everyone on Day 1. Sends are spread evenly across your chosen cycle — every day, every week — so your feedback comes in as a steady stream instead of a single burst followed by silence. Your team gets responses to act on throughout the quarter, your email deliverability stays clean, and the signal you're tracking reflects the whole period, not just the first 48 hours.

🔔 Built-In Reminders That Stop on Reply

Add up to 2 follow-up reminders per cycle, set the gap between them (1 to 7 days), and write the subject and message yourself. Auto Pilot will only send reminders to contacts who haven't replied yet. The moment a contact responds, any pending reminders for them cancel automatically — no awkward nudges after they've already given feedback.

Why This Matters

Running a recurring feedback program by hand is a chore — remembering each round, rebuilding the contact list, chasing non-responders one by one. Auto Pilot lets you stop thinking about scheduling and focus on the feedback itself.

With Auto Pilot, teams can:

• Run quarterly NPS, biannual CSAT, or annual relationship surveys without manual scheduling
• Maintain a steady stream of feedback across the quarter instead of Day-1 spikes
• Boost response rates with automatic reminders that respect the customer
• Add or remove contacts anytime via manual entry, CSV upload, or contact segments — without breaking the schedule

Plan Availability

Available on on Growth and Enterprise Plans

Your email service used to authenticate a single sending domain. If your company runs more than one, that was a real limit.

Now you can authenticate and send survey emails from multiple domains. For companies with several brands or divisions, each feedback request can go out from the domain that fits it.

The payoff is an email that looks like it's coming from the right place, which helps with recognition and deliverability.

👉 Available on all Growth & Enterprise plans.

Two-Way SMS is here. Now you can run an entire survey over text, with no link and no landing page.

Sending a survey link by text works, but every extra tap costs you responses. Two-Way SMS skips the link, so the whole survey happens right inside the thread. SMS gets opened within minutes and keeps people from dropping off at a separate page, which usually means higher response rates than a link-based survey.

Your contact gets the question, replies with their answer, and it continues over SMS until they're done. You can shorten the wording for text, personalize with placeholders (like "Hi John, how was your experience?"), and add a custom exit message.

A few things to know:

• Full question-and-answer flow stays inside SMS
• Shortened wording, with the original question preserved in feedback
• Placeholder personalization, custom exit message, and a retry for out-of-range replies
• Multi-language template support
• Billing is per message, both incoming and outgoing (costs vary by country; a few aren't supported)

P.S. Since the whole exchange runs on SMS, every extra tap also means an extra SMS. Each message in and out is billable, so a shorter survey protects both your response rate and your costs.

👉 Available on Professional, Growth & Enterprise plans.

Klaviyo has been one of the most-requested integrations, and it's now supported. You can take your Zonka survey email template into your Klaviyo campaigns without rebuilding anything.
Download the template, copy the embed code, and drop it into Klaviyo. The survey keeps its design and structure, so what your customers see stays the same across both tools.

If your email program already lives in Klaviyo, this lets you send Zonka surveys from the campaigns you're already running. No extra setup.

👉 Available on All plans.

A password on its own leaves a gap. We've added Multi-Factor Authentication (MFA) so there's a second check at login. 

HubSpot users, your integration just got deeper.

Until now, survey responses synced only to the Contact object in HubSpot. With this update, you can map and sync responses to Companies and Deals as well — opening up a whole new layer of account-level and pipeline-level feedback context.

What's New?

🏢 Sync to Companies

Push NPS, CSAT, and CES scores as Company properties, and log the full response on the Company timeline. Map any survey attribute, response field, or hidden variable to a HubSpot Company property.

💼 Sync to Deals

The same now works at the Deal level. Feedback signals attach directly to open opportunities, with the full response logged on the Deal timeline.

⚙️ Pick the Sync Action That Fits Your Workflow

• Create new — add a fresh record for every response
• Update existing — modify the matched record only
• Create or update — create if no match, otherwise update
• Log activity to timeline — record the response as a timeline event

Why This Matters

Customer feedback rarely belongs to a single person — it belongs to an account and to a deal. This update closes that gap:

• Account-based teams can finally see consolidated feedback at the Company level
• Customer success teams can monitor account health inside HubSpot without external dashboards
• Revenue teams can tie feedback signals to open deals — not just individual contacts

Plan Availability

Available on Professional, Growth, and Enterprise plans.

We're rolling out a native Zoho CRM integration that keeps your customer records in sync with feedback — automatically, in real time, with no manual cleanup.

The moment a survey response comes in, Zonka creates or updates the matching Contact record in Zoho. If the email already exists, the record is updated. If it doesn't, a new contact is created. No duplicates, no batch jobs, no copy-paste between tools.

What's New?

With this integration, you can:

• 🔌 Connect your Zoho CRM account to Zonka Feedback in a few clicks
• 🎯 Map any survey field — question answers, hidden variables, question attributes, response attributes, and survey attributes — to any Zoho Contact field
• 🔄 Auto-create or update contacts based on email match logic
• 📥 Sync NPS, CSAT, and CES scores as Zoho Contact fields, ready for filtering and reporting

Why It Matters

When feedback lives in one tool and customer records live in another, sales and CX teams miss the signal. With this integration:

• Scores live alongside the customer record — no more switching tabs to see if an account is at risk
• Sales follow-ups get richer — your team sees the last NPS score before they pick up the phone
• Churn signals surface earlier — low scores become visible inside the CRM where account reviews happen
• No duplicate contact hygiene work — the integration handles match logic automatically

Who Is It For?

• Sales teams running post-purchase NPS who need scores attached to the right Zoho contact
• Customer success teams monitoring account health from inside Zoho
• CX teams running support CSAT or onboarding surveys who want context to live with the customer record
• RevOps teams building churn risk views and renewal workflows in Zoho

Plan Availability

Available on Professional, Growth, and Enterprise plans.

🚀 Ready to Get Started?

Got questions or want to set it up for your team? Reach out to us at hello@zonkafeedback.com or 👉 Book a Demo to see the Zoho CRM integration in action.

We’re excited to introduce Advanced Theme Management, giving you complete control over how Themes and Sub-Themes are structured and maintained within your AI Thematic Analysis projects.

As feedback grows, themes often need refinement or restructuring. With this update, you can now merge, edit, reorganize, archive, or remove themes and sub-themes while ensuring historical and future responses remain accurately tagged.

Key Capabilities

• Merge Themes: Combine multiple themes into one while consolidating metadata, sub-themes, and automatically retagging responses.
• Merge Sub-Themes: Merge multiple sub-themes under the same parent theme with automatic response retagging.
• Edit Themes & Sub-Themes: Update names or definitions with automatic embedding updates while keeping existing matches intact.
• Convert Between Levels: Convert themes into sub-themes or promote sub-themes into themes as your taxonomy evolves.
• Move Sub-Themes: Reassign sub-themes from one theme to another with automatic response retagging.
• Delete Themes & Sub-Themes: Permanently remove themes or sub-themes with controlled response untagging
• Archive Themes & Sub-Themes: Hide themes or sub-themes from the interface while keeping them available for historical matching and restoration.

Use Cases

Refine Your Feedback Taxonomy
As new feedback patterns emerge, teams can merge similar themes or reorganize sub-themes to maintain a clean and meaningful structure.

Adapt to Evolving Product Insights
Promote frequently appearing sub-themes into full themes or move topics across categories as product priorities change.

Clean Up Redundant or Low-Value Themes
Delete or archive themes that are no longer useful without disrupting historical analysis.

Maintain an Organized Large-Scale Analysis
For projects with hundreds of feedback responses and multiple themes, easily restructure the hierarchy to keep analysis manageable.

Benefits

• Greater Flexibility: Easily evolve your thematic framework as feedback patterns change.
• Improved Insight Accuracy: Reduce duplication and ensure responses are categorized under the right themes.
• Better Governance: Built-in logging and controlled actions maintain transparency across teams.
• Scalable Feedback Analysis: Manage large volumes of qualitative feedback without losing structure or clarity.

We’re excited to introduce a powerful enhancement to Zonka AI Feedback Intelligence  — Manual Theme & Subtheme Configuration.

Until now, when creating a project for AI thematic analysis, the system automatically generated themes and subthemes using AI based on the responses provided. While this automated approach worked well for discovering patterns, many teams wanted greater control over how feedback is categorized.

With this new update, you can now define your own themes and subthemes before running the AI process, giving you the flexibility to analyze feedback exactly the way your team needs.

What’s New?

🧠 Manual Theme & Subtheme Setup

You can now provide a predefined list of themes and subthemes with definitions while creating your thematic analysis project. These themes act as the framework for the AI model to classify responses.

Instead of generating themes automatically, the AI will now analyze and match responses against the themes and subthemes you define.

🔍 AI-Powered Matching with Your Framework

Once the themes and subthemes are configured, you can run the AI processing step, where the AI reviews survey responses and intelligently maps them to the most relevant themes and subthemes.

Why This Matters

While automatic AI theme generation is great for discovery, many organizations already have structured frameworks for analyzing feedback, such as product areas, service categories, or operational themes.

With Manual AI Thematic Analysis, you can:

• Maintain consistent categorization across projects
• Align analysis with existing business frameworks
• Improve the accuracy and relevance of insights
• Gain faster AI-driven tagging without losing control

Key Use Cases

📊 Product Feedback Analysis
Define themes like UI, Performance, Pricing, Feature Requests, and let AI classify feedback accordingly.

💬 Customer Support Insights
Create subthemes such as Response Time, Agent Behavior, Resolution Quality, and quickly analyze large volumes of responses.

🏢 Voice of Customer (VoC) Programs
Maintain standardized themes across departments for consistent reporting and trend analysis.

📈 Enterprise Feedback Analytics
Use predefined taxonomies to analyze feedback across multiple surveys and customer touchpoints.

Who Is This For?

This feature is especially valuable for:

• Customer Experience (CX) Teams analyzing open-ended feedback
• Product Teams organizing feature feedback and improvement areas
• Research & Insights Teams conducting qualitative analysis
• Enterprise organizations that require structured feedback frameworks

Start Analyzing Feedback with Greater Control 🚀

We’re excited to introduce two powerful enhancements to Trends Reports for Surveys that make it easier to analyze feedback data in the way that best fits your business. These updates give you more flexibility in choosing how trends are calculated and allow you to track trends for a wider range of survey questions.

1. Choose Your Reference Date for Trend Analysis

Until now, Trends Reports were calculated based on the response submission date. With this update, you now have the flexibility to choose which date field should be used as the reference for your trend analysis.

You can now select:

• Any date-based survey question (for example: purchase date, visit date, service date, etc.)
• Date-based contact attributes such as signup date, renewal date, or other custom contact fields

The response submission date remains the default, but you now have the option to switch to another date field depending on the context of your analysis.

Why this matters

Many teams want to analyze feedback based on when the experience actually occurred rather than when the survey was submitted. This feature helps align feedback trends with real business events.

Example use cases

• Analyze satisfaction trends based on purchase or transaction date rather than submission date
• Track experience trends based on appointment or service date
• Study customer sentiment trends based on subscription start or renewal date

2. View Trends for More Question Types

Previously, Trends Reports focused primarily on CX metrics like NPS, CES, CSAT, and Sentiment. With this update, you can now generate trends for additional survey question types, giving you deeper insights across more feedback dimensions.

You can now add trends for:

• Rating questions
• Dropdown questions
• Radio button choices
• Button choice questions

This allows you to monitor how responses to different survey questions evolve over time, not just standard CX scores.

Why this matters

Feedback often goes beyond standard metrics. Now you can track trends for specific questions that matter most to your organization.

Example use cases

• Track trends in product satisfaction ratings
• Analyze changes in preferred product or service options
• Monitor trends in customer journey feedback questions
• Understand how feature preferences evolve over time

Availability

These enhancements are available on all Zonka Feedback plans, so every team can benefit from more flexible and comprehensive trend analysis.