Case Study: Simpl enhances customer experience with Zonka Feedback

How Simpl Revalued it’s Customer Experience with Zonka Feedback

Simpl, a leading fintech company in India, needed a more customizable way to manage customer feedback after struggling with its previous experience management partner. The company wanted to design multiple surveys, capture NPS feedback across email and SMS, and integrate feedback collection with Zendesk. Zonka Feedback was selected to replace the existing setup and streamline the process.

With Zonka Feedback, Simpl implemented a customer experience platform for NPS surveys, email and SMS feedback collection, CX automation, APIs, and a Zendesk integration that triggered SMS surveys when tickets were resolved or closed. The result was feedback management at scale, with Simpl gathering input from nearly 6 lakh users, identifying improvement areas, tracking NPS over time, and making data-driven service changes that improved customer satisfaction and supported business growth.

Simpl