We’re thrilled to announce Zonka AI Feedback Intelligence — built to transform high-volume, unstructured feedback into clarity and action.

Zonka AI unifies feedback from surveys, chats, tickets, reviews, and more into real-time, actionable intelligence. Fueled by Thematic Analysis, Impact & Sentiment Scoring, and Agentic AI, it instantly enlightens CX and product teams with what’s working, what’s broken, and where to focus — across products, services, teams, and locations.

Every comment, review, or chat is decoded into themes and sub-themes that are highly actionable. Powered by NLP, ML, and Generative AI, these insights emerge automatically, adapt to your CX and VoC programs, and help you run multiple analysis projects with ease. Each verbatim is also enriched with Experience Signals like sentiment, intent, churn risk, effort score, urgency, and more — so you don’t just see what customers are saying, but also why it matters and what to do next.

It works seamlessly with Zonka Feedback’s Survey Hub — helping you close the feedback loop, manage responses in a unified inbox, track cases, and automate workflows.

From day one, Zonka AI integrates with data sources like Zonka Feedback Surveys, Intercom, Zendesk, Freshdesk, Jira, Google Reviews, G2 Reviews, App Store, and Play Store Reviews. HubSpot, Salesforce, and 10+ more sources are rolling out soon. And for those using platforms like Typeform, Qualtrics, or SurveyMonkey, Zonka AI will unify those too. For enterprise customers, we’ve already begun developing custom integrations tailored to their systems.

Early access has already started rolling out — many of you who signed up will get access in the coming days. If you haven’t yet, visit www.zonkafeedback.com Or book a demo today.

This is Feedback Intelligence at work — turning overwhelming customer feedback into precise, role-based insights that drive measurable impact.

With excitement,

Rajiv and Sonika

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 🚀

With this update, you can now require respondents to verify their email address or mobile number using a One-Time Password (OTP) before they begin a survey. This ensures that responses come from real users while also helping you automatically capture and store verified contact information for future engagement.

Key Features

🔐 Email & Mobile OTP Verification

You can now add an OTP verification step before a survey begins, where respondents verify their email address or mobile number to proceed. Once verified, the respondent can start the survey seamlessly.

This adds an extra layer of validation to your surveys and helps maintain the quality of feedback collected.

👤 Automatic Contact Creation & Saving

When respondents verify their email or mobile number, the system can automatically save them as a contact in Zonka Feedback. This makes it easier to manage contacts and use them for future feedback campaigns or engagement workflows.

🛡️ Verified and Authentic Responses

OTP verification ensures that survey responses come from verified users, reducing spam, duplicate entries, and inaccurate responses.

Why This Matters

Collecting feedback from verified respondents allows you to build more trustworthy insights and stronger customer profiles.

With verified contact information, teams can:

• Maintain clean and reliable customer data
• Follow up on feedback more effectively
• Build targeted outreach and feedback campaigns
• Reduce fake or duplicate responses

Plan Availability

The Email and Mobile OTP Verification feature is available on:

• Growth Plan
• Enterprise Plan

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.

Excited to announce a powerful new capability to our API suite — Update Response API. You can now edit existing survey responses directly via API, giving you more control and flexibility over your feedback data.

🔗 View API Documentation →

What’s the Update Response API?

The new PATCH /v1/responses/{responseId} endpoint allows you to update submitted survey responses with new or corrected data.

Whether you're:

• Correcting user details (like name or contact info)
• Updating hidden variables
• Appending missing metadata
• Fixing errors due to integrations or data sync issues

This API has you covered.

💡 Key Use Cases

Fix Incorrect Responses Automatically

Example: A CRM field was incorrectly passed during survey submission. Now you can update the hidden variable tied to that response post-submission.

Backfill or Enrich Responses

Add data points that may have been missing at the time of submission — like campaign IDs, session info, or updated customer tags.

Sync with Other Tools

When syncing feedback into internal systems, if a response was only partially available, you can later patch in full metadata.

Available Growth Plan onwards.

We’re happy to roll out support for Trustpilot as a Data Source in AI Feedback Intelligence. You can now sync Trustpilot reviews into Zonka Feedback and let our AI do the heavy lifting — uncovering patterns, themes, and sub-themes from your public customer feedback

What’s New?

With this new integration, you can:

• 🔌 Connect your Trustpilot account to Zonka Feedback
• 📥 Import reviews by volume or date
• 🤖 Use AI-powered Thematic Analysis to uncover sentiment trends, praise, and pain points
• 🗂️ Organize feedback into digestible Themes & Sub-Themes for better decision-making

Why It Matters

Your Trustpilot reviews are a goldmine of feedback — but manually analyzing hundreds (or thousands) of them is overwhelming. With AI Feedback Intelligence, you can:

• Detect what customers love or dislike about your product, service, or experience
• Spot trending concerns like delivery delays, poor support, or product quality
• Identify hidden opportunities from unsolicited praise or suggestions
• Save time while gaining deeper, structured insights

Who Is It For?

• Customer Experience & Support Teams: Monitor and address recurring complaints
• Marketing Teams: Track brand sentiment and highlight customer love in campaigns
• Product Teams: Use unsolicited feature feedback to guide roadmaps
• Leadership: Understand customer trust at scale to inform strategy

We’re excited to announce a powerful new way to unlock the voice of your mobile app users — Play Store and App Store Integration with AI Feedback Intelligence is now live in Zonka Feedback!

You can now plug in your public app reviews from Google Play and Apple App Store directly into Zonka Feedback, where our AI engine automatically analyzes, categorizes, and uncovers themes and sub-themes — helping you make faster, smarter decisions based on real user sentiment.

🧠 What’s New?

With this integration, you can:

• 📥 Automatically sync reviews from Google Play and Apple App Store
• 🤖 Run AI-powered Feedback Intelligence on user feedback
• 🧭 Discover Themes & Sub-Themes around performance, features, bugs, UI, and more

Why It Matters

Mobile app reviews are loaded with raw user feedback — but they’re often unstructured, scattered, and hard to interpret at scale. With this new integration:

• You can identify key issues like crashes, bugs, or confusing UX
• Spot trending feature requests or praise across app updates
• Understand what’s driving your app ratings up or down
• Avoid sifting through thousands of reviews — let AI do the heavy lifting

Who Should Use This?

• Product Teams: Prioritize improvements and feature development based on real user input
• Mobile App Developers: Quickly detect issues and performance-related concerns
• CX & QA Teams: Understand common pain points post-launch
• Marketing Teams: Monitor app sentiment before or after campaigns/releases

Until now, data piping (inserting dynamic values into your survey) was limited to just the question text. With this update, you can now also pipe dynamic data into the description of a question — allowing for more contextual, customized, and user-aware experiences throughout the survey.

What Can Be Piped?

You can now insert the following dynamic fields into your question descriptions:

• ✅ Choices: Dynamically display selected options or related content in the description.
• 👤 Contact Variables: Include respondent-specific information such as name, email, or organization or other contact attributes
• 🎯 Hidden Variables: Personalize based on hidden fields passed via URL parameters or metadata.
• 🔗 Integration Merge Fields: Pull values from connected tools (Salesforce, Zendesk etc) into the description using merge tags.

 Use Cases

• Hyper-personalized Questions:
  “Hey John, based on your last purchase of {{last_product}}, how would you rate your experience?”
• Contextual Instructions:
  Add hidden variable data like device type, agent name, or ticket ID directly into the description to guide users effectively.
• Dynamic Survey Logic:
  Reflect answers from earlier questions in descriptions for advanced branching and feedback journeys.

🚀 How to Use It

1. Go to your Survey Builder.
2. Select any question and click on the description field.
3. Insert data piping tags like {{contact_name}}, {{merge_ticket_id}}, or dynamic {{choice}} references.
4. Preview your survey to see dynamic content in action.

Available on all plans

You can now authenticate respondents via mobile number and OTP before they access your survey. This ensures that only verified users can view and complete the survey, adding a crucial layer of security and authenticity to your response collection.

Key Highlights

• Mobile Number Verification: Require respondents to enter their mobile number.
• OTP-Based Access: Automatically send a one-time password via SMS to the provided number.
• Survey Access Post-Verification: Only verified users can view and respond to the survey.

Who Is It For?

This feature is ideal for:

• Enterprise users who need secure and authenticated feedback channels.
• Organizations running controlled surveys with specific participant groups.
• Brands looking to validate respondent identity for loyalty programs, rewards, or gated insights.

Available on all plans on request.