Zonka Feedback vs Qualtrics Customer Experience

by Gralio Feb 03, 2025

Zonka Feedback and Qualtrics Customer Experience are both customer experience management platforms offering survey tools and analytics. Zonka Feedback emphasizes affordability and ease of use, making it suitable for smaller businesses. Qualtrics provides more advanced features and AI-powered insights, catering to larger enterprises with complex needs.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 675 reviews and 60 websites, saving 4 hours, 15 minutes of reading.

Zonka Feedback

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Qualtrics Customer Experience

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About

Zonka Feedback is a survey and customer experience management platform that helps businesses gather and understand feedback from customers and employees. It allows you to create and send surveys across different channels like email, SMS, and your website, and then analyze the results in real-time. Zonka Feedback offers tools to measure key metrics like NPS (customer loyalty), CSAT (customer satisfaction), and CES (customer effort). It also integrates with popular CRM and helpdesk software. Zonka Feedback aims to help you improve customer experience, build stronger relationships, and make better business decisions based on feedback data.

Qualtrics Customer Experience (Qualtrics XM) helps businesses understand and improve their customer interactions. It uses surveys and analytics to gather customer feedback across different channels like digital platforms and physical locations. This data helps identify areas for improvement in customer service, products, and overall experience. Qualtrics XM offers AI-powered features to analyze feedback, predict customer behavior, and provide recommendations to improve customer satisfaction and loyalty. It is used by many large companies across different industries.

Summary

Main difference

Zonka Feedback is better for smaller businesses seeking an affordable and user-friendly platform with strong customer support. Qualtrics Customer Experience is better for larger enterprises needing advanced features, AI-powered analytics, and sophisticated customer journey mapping, despite higher costs and potentially less responsive support.

Relative strengths of Zonka Feedback (compared to Qualtrics Customer Experience)

Stronger customer support and more user-friendly interface.
More affordable pricing plans, especially for smaller businesses.
Wider range of integrations with popular CRM and helpdesk software.

Relative weaknesses of Zonka Feedback (compared to Qualtrics Customer Experience)

Less advanced AI-powered analytics and reporting features.
Limited customer journey mapping capabilities.
Simpler survey logic and customization options compared to Qualtrics.

Who should use Zonka Feedback VS. Qualtrics Customer Experience

Zonka Feedback is a customer experience management platform ideal for businesses seeking to enhance customer satisfaction. Its user-friendly interface and multi-channel survey distribution make collecting feedback easy. Users praise its seamless integrations and responsive customer support. However, some have noted limitations with user licenses and pricing. Overall, Zonka Feedback is a valuable tool for businesses looking to improve customer relationships and make data-driven decisions.

Qualtrics Customer Experience helps businesses gather and analyze customer feedback to improve experiences. Its user-friendly interface and advanced survey logic are praised, while some users find reporting features limited and pricing high. Best for medium to large businesses in various sectors like retail and finance.

Best fit for small to medium-sized businesses and enterprises.
Suitable for various sectors, including E-commerce, Healthcare, Finance, and more.

Best for medium to large businesses.
Ideal for industries like Healthcare, Finance, Retail, and E-commerce.

Zonka Feedback and Qualtrics Customer Experience features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

AI-powered surveys

Supported

Zonka Feedback uses AI to create, analyze surveys, and understand customer sentiment.

Supported

Qualtrics uses AI for survey creation, analysis, and sentiment trend understanding.
Omnichannel feedback

Supported

Zonka Feedback supports omnichannel feedback across email, SMS, website, mobile app, and kiosk.

Supported

Qualtrics supports omnichannel feedback across various channels, including email and SMS.
Customer health tracking

Partially supported

Customer health tracking is partially supported via integrations and feedback analysis.

Partially supported

Qualtrics offers customer experience management and data analysis capabilities that could be adapted for health tracking.
Internal commenting

Supported

Internal commenting is supported for individual feedback responses.

Partially supported

Internal commenting is supported for feedback requests, but not explicitly for shared surveys or results.
**Customer segmentation**, **Customer health scoring** and parts of **Communication & engagement** from the first cluster contribute to a new **Customer Relationship Management** cluster.

Partially supported

Customer segmentation, communication, and CRM integrations are supported. Health scoring is indirectly supported via metrics like NPS.

Partially supported

Qualtrics offers customer segmentation and engagement tools, but health scoring is not explicitly supported.
Customer journey mapping

Not supported

Zonka Feedback does not directly support visual customer journey mapping.

Supported

Qualtrics supports customer journey mapping, visualization, and analysis of touchpoints.

Qualities

Value and Pricing Transparency

+0

Neutral sentiment

-0.33

Rather negative sentiment
Customer Service

+1

Strongly positive sentiment

+0

Neutral sentiment
Ease of Use

+1

Strongly positive sentiment

+0.56

Rather positive sentiment
Reliability and Performance

+0.6

Rather positive sentiment

+1

Strongly positive sentiment
Ease of Implementation

+1

Strongly positive sentiment

-0.33

Rather negative sentiment
Scalability

No data

No data

Zonka Feedback and Qualtrics Customer Experience Pricing

Zonka Feedback offers flexible pricing plans for businesses of all sizes. All plans include various features such as collecting feedback through multiple channels, data reporting and analysis, and integrations with popular platforms. Users can customize their plans further with add-ons like location-based feedback and CRM integrations.

Plans

See full Pricing page

No data

User sentiment

Rather negative

-0.33

See full Pricing page

Zonka Feedback and Qualtrics Customer Experience review insights

675 reviews analysed from and

Users love

The surveys look nice, they are easy to set up and distribute.
Seamless integration with other systems, including Zendesk and Twilio.
The team behind Zonka is very caring and quick to respond.
Zonka is cheaper than most of their comparable competitors.
User-friendly interface
Excellent customer service and support

Easy to use interface.
The survey builder is streamlined and allows for advanced logic.
Useful dashboards for visualizing data.
Good customer support and helpful online resources.

Users dislike

Limited user licenses per subscription.
Expensive in comparison to other products available in the market.
The API documentation is not correctly updated for the current version.
Limited integration with platforms other than Facebook.
An admin user should not have the ability to delete an account owner.
The plan I am using does not include integrated translation.
Restriction on number of device logins.

The "Reports" functionality is limited and often buggy.
The Text iQ functionality could be improved as it sometimes doesn’t perform accurately.
Navigation between pages and moving questions can be difficult.
High cost, especially given the limited number of user logins included.

Zonka Feedback and Qualtrics Customer Experience Ratings

G2

4.7/5

(78)
Capterra

4.8/5

(66)

G2

4.4/5

(548)
Glassdoor

3.2/5

(2273)

Company health

Employee growth

50% increase in the last year

3% increase in the last year

Web traffic

23% decrease in the last quarter

5% increase in the last quarter

Financing

No data

How do Zonka Feedback's multi-channel feedback options compare to Qualtrics' in terms of practical application?

Zonka Feedback offers broader multi-channel feedback options compared to Qualtrics. While both support website and email surveys, Zonka explicitly includes SMS, mobile apps, kiosks, and QR codes, suggesting a more comprehensive omnichannel approach suited for diverse feedback collection methods. Qualtrics, while likely capable of some of these through integrations or customizations, doesn't highlight them as core features, potentially requiring more complex setup for similar functionality. This makes Zonka potentially more practical for businesses needing a readily available suite of feedback channels.

Which product offers better integration with existing CRM systems for streamlined data analysis?

Zonka Feedback offers better integration with existing CRM systems for streamlined data analysis. While Qualtrics also integrates with CRM, user reviews highlight Zonka's seamless integrations as a key strength, suggesting a more robust and user-friendly experience. Additionally, Zonka's focus on feedback and customer experience management makes CRM integration a core feature, whereas Qualtrics offers a broader suite of tools where CRM integration might be less central.

What are the advantages of Zonka Feedback?

Zonka Feedback offers several advantages. It's praised for its ease of use, attractive survey designs, seamless integrations (including Zendesk and Twilio), and responsive customer support. It's also considered a more affordable option compared to competitors like Qualtrics. The omnichannel feedback collection, AI-powered survey features, and various feedback modules provide a robust platform for gathering and analyzing customer data.

What are the disadvantages of Zonka Feedback?

Zonka Feedback has some limitations regarding user licenses per subscription and device login restrictions. Some users find it expensive, and there have been complaints about outdated API documentation and limited integrations beyond common platforms like Facebook. Additionally, some users have expressed concerns about the ability of admin users to delete account owners and the lack of integrated translation in certain plans.

Alternatives to Zonka Feedback and Qualtrics Customer Experience

Loop Feedback

Loop Feedback is a customer experience management tool that lets you create and send surveys across different channels like email, SMS, and even kiosks. It's designed to help you understand customer satisfaction and loyalty by analyzing feedback in real-time. You can track metrics like Net Promoter Score and measure customer effort. Loop Feedback also offers tools for closing the feedback loop by automating actions based on responses, helping you resolve issues quickly and improve customer experience.

Salesforce Service Cloud

Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.

Qualtrics CoreXM

Qualtrics CoreXM is a popular survey platform used by many Fortune 500 companies. It provides a comprehensive set of tools to create, distribute, and analyze surveys to gather insights from customers, employees, or the market. With its user-friendly interface, pre-built templates, and advanced features like AI-powered analytics, CoreXM aims to simplify sophisticated research and make it accessible to businesses of all sizes. It helps you understand your audience, get feedback on products or services, and make data-driven decisions. Qualtrics also offers specialized products for customer, employee, product, and brand experience management.

Qualtrics Employee Experience

Qualtrics Employee Experience (EmployeeXM) is a software platform that helps you understand and improve how your employees feel about working for you. It offers various tools to gather feedback, measure engagement, track sentiment, and analyze data throughout the entire employee lifecycle - from onboarding to exit interviews. Using this data, Qualtrics EmployeeXM provides insights to help you create a more positive and productive work environment, reduce turnover, and improve business outcomes. It's used by many Fortune 500 companies, suggesting it's a good fit for mid-sized businesses too.

BugHerd

BugHerd simplifies website feedback and bug tracking. It allows teams and clients to pinpoint issues directly on a webpage like using virtual sticky notes. This visual approach eliminates vague feedback, saving time and confusion. BugHerd also offers task management features and integrates with popular tools like Slack and Jira, streamlining your workflow. It's a popular choice for web development agencies, marketing teams, and in-house project management for its user-friendly interface and efficient feedback loop.

Totango

Totango is a customer success platform designed for large and growing businesses. It helps you track and improve customer health scores, predict churn, and increase revenue from existing customers. Features include customizable engagement programs, AI-powered insights, and integrations with popular business tools. Totango is known for its ease of use and fast setup, making it suitable for businesses seeking a quick return on their investment.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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