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Zendesk Survey from Zendesk
A feature for collecting customer feedback after support interactions. Allows customization and reporting to monitor customer satisfaction.
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(6 Yes /7 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Zendesk Survey can send surveys by email and web. SMS and phone support not natively advertised but web and email confirmed. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Zendesk surveys are customizable, and templates for CSAT and custom questions/scenarios are available. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Not as far as we are aware.* No direct mention of branching/skip logic for Zendesk Surveys; default surveys are simple forms. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Zendesk allows anonymous feedback; survey invitations let respondents remain anonymous with specific settings. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Multiple response types are supported, including CSAT (rating), text comments, and custom options. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Supports automated survey triggers after ticket closure or other customer interactions. | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
No information available | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Customer responses are logged in real-time in Zendesk reporting/metrics. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
No information available | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
Analytics & Reporting
(11 Yes /11 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Zendesk offers real-time dashboards (Explore) for survey analytics and trends. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Native CSAT calculates NPS with Zendesk Suite add-ons. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring computed by default for Zendesk Surveys. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
No information available | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reports are available through Zendesk Explore for teams and timeframes. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Reports include trends over time for satisfaction. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Feedback can be segmented by agent, group, channel, etc., in Zendesk reports. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Export of survey data to CSV/Excel is a built-in feature in Zendesk Explore. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts from feedback/surveys are managed by triggers/macros. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Zendesk can attribute feedback to specific tickets, agents, and interactions. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
No information available | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Data filtering by fields and attributes is standard in Zendesk Explore. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Automated/recurring report scheduling is supported in Zendesk Explore. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
No information available |
Integration & Interoperability
(10 Yes /10 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Zendesk natively integrates with CRMs and workflows through APIs and connectors. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
No information available | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Zendesk natively integrates with support platforms like Zendesk Support, ServiceNow (via marketplace). | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Comprehensive documented APIs for custom integrations. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Supports webhooks for event-based notifications. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO enabled via SAML, OAuth, and supports user directory sync with major IdPs. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Data can be imported/exported (CSV, Excel, etc.) easily. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Zendesk supports integration with BI tools like Tableau and Power BI via connectors. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Supports preferred email and SMS gateways for survey distribution. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding supported through integration and theme settings. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Zendesk integrates with workflow tools including Zapier, Power Automate. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(10 Yes /10 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based permissions available for survey/data/admin controls. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Zendesk logs all user actions for compliance (audit trails). | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication (MFA) is available in Zendesk enterprise plans. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single Sign-On (SSO) available via various integrations. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
API tokens are managed securely within Zendesk Admin. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Notification settings (e.g., survey completion, feedback) are configurable per user/role. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk addition and updates for users supported via Admin console. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Admins can deactivate/terminate user accounts directly. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Zendesk enforces password complexity, session control, etc. | |
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Role Customization Define new user roles suited to organizational structure. |
Custom roles and permissions can be defined. |
Security & Compliance
(6 Yes /6 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
All data encrypted at rest and in transit (TLS, AES-256). | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
Zendesk is ISO 27001 and SOC 2 certified. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
Zendesk features GDPR/CCPA compliance for privacy. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Data retention policies are configurable per organization/account. | |
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Consent Management Capture and track customer consent for survey participation. |
No information available | |
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Audit Logging Tracks all system activities for compliance review. |
Comprehensive audit logging is available for compliance. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
Zendesk uses data center regions to support data residency requirements. | |
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Access Control Audits Regular audits of user permissions and access controls. |
. | No information available |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
. | No information available |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
. | No information available |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(7 Yes /7 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Zendesk Survyes are mobile responsive by default. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Surveys can be customized with company branding (white-label). | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual surveys supported with language localization. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
No information available | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Zendesk takes accessibility standards seriously - WCAG compliance claimed. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization possible using placeholders and customer data. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
End screens/thank you pages are customizable. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length and question number are configurable. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
No information available | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
No information available | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
No information available |
Workflow Automation & Case Management
(9 Yes /9 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups (emails, ticket triggers) possible based on feedback score. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback automatically creates tickets/cases for follow-up. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine possible with automation and triggers for feedback patterns. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment for CS teams based on feedback possible. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution of negative feedback can be tracked through the ticketing system. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Feedback escalation and workflow automation available natively. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Notifications/triggers for SLA breaches can be created. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Feedback can be converted into tickets for customer service workflows directly. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Survey feedback can be tagged/categorized manually and by automation. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
No information available |
User Interface & Usability
(6 Yes /6 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Zendesk admin dashboard is designed for easy survey and report management. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder available within admin interface. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk actions for surveys and users possible via admin UI. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding walkthroughs/help center offered to new users. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Admin/analytic features available via mobile app or mobile browser UI. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
Zendesk Customer Portal includes user feedback/feature requests. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Zendesk cloud infrastructure manages load balancing automatically. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery protocols are documented for Zendesk cloud SaaS. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy/cloud data center failover provided by Zendesk. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Flexible licensing supports easy user seat changes. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Zendesk provides admin performance monitoring and service status. |
Support & Training
(8 Yes /8 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support available for Zendesk enterprise/paid plans. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support available for Zendesk subscribers. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account management provides personalized support for enterprise clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Online documentation and knowledge base are comprehensive. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and implementation support services are available. | |
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User Community Forum Peer-to-peer support through online forums. |
Zendesk User Community forums are active and available for support. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars/recordings provided for customers. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training materials available upon request/contract. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing model available. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing model available for survey volumes. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited response/survey options available on enterprise-level plans. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial available for Zendesk products including Survey features. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Zendesk's pricing is transparent, with no hidden fees. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk discounts are available. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms: monthly, annual, enterprise options. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature-tier pricing is disclosed per plan on Zendesk.com. |
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