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 rolling out three new native review sources in Reputation Hub — Trustpilot, Apple App Store, and Google Play Store — all syncing in real time, the moment a review is posted.

Until now, monitoring third-party reviews meant exporting CSVs, refreshing dashboards, or relying on overnight jobs. With this update, every new review lands in Reputation Hub the moment it goes live — across all three sources, with no manual sync and no waiting.

What's New?

Trustpilot

Connect your Trustpilot account once and every new review syncs into Reputation Hub in real time — alongside your survey responses, NPS scores, and other reputation signals.

Apple App Store

Connect your iOS app and Reputation Hub starts pulling reviews as users post them — across versions, ratings, and geographies.

Google Play Store

Same for Android. Connect your Play Store app and reviews stream in continuously, ready to monitor, respond to, and track.

Why Real-Time Matters

Reviews don't wait. A bad release can spike negative App Store reviews in hours, a viral product mention can flood Trustpilot overnight, and a Play Store rating shift can affect downloads before your team even sees it. With real-time sync:

• Spot negative trends as they emerge — not at end-of-week reporting
• Respond to reviews while they still matter — within the window where engagement is meaningful
• See cross-channel reputation in one view — surveys, Trustpilot, App Store, and Play Store side by side
• Trigger alerts on what counts — low ratings, recurring complaints, or surges in volume

Who Is It For?

• CX and reputation teams are monitoring brand health across surveys and third-party sources
• Mobile product teams tracking store reviews as a leading indicator of release health
• Marketing teams watching sentiment trends across campaigns and launches
• Support teams catching public complaints early and routing them to the right channel
• Leadership seeing one unified reputation view across every channel that matters

Plan Availability

Available on plans with Reputation Hub access. The same connections also work in AI Feedback Intelligence if you have access — themes, sentiment, intent, and emotion get extracted automatically on every review that comes in.

🚀 Ready to Get Started?

Got questions or want to set up the new sources for your team? Reach out to us at hello@zonkafeedback.com or 👉 Book a Demo to see real-time review sync in action.

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 🚀

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.