From NPS Pioneer to Voice of Everyone Platform
How zenloop Became a Complete 360° Customer Experience Solution
When zenloop launched, the mission was clear: make Net Promoter Score actionable for European brands. For years, that’s exactly what the platform delivered — NPS and CSAT surveys at key customer touchpoints, real-time dashboards, and AI-powered analysis that helped companies understand not just the score, but the story behind it.
It was a strong foundation. Hundreds of brands across Europe built their customer experience programs on zenloop’s survey infrastructure, collecting millions of responses and turning feedback into measurable improvements across their organizations.
But the world of customer feedback kept evolving — and so did zenloop. Today, zenloop is Europe’s leading Voice of Everyone platform, unifying surveys, reviews, and competitive intelligence into a single, actionable ecosystem.
The first leap: zenSurveys and the move beyond NPS
zenloop had always supported more than just NPS — CSAT and CES surveys were part of the platform from early on. But these were still single-metric surveys: one question, one score, one insight at a time.
In 2024, zenloop changed that with the launch of zenSurveys — a fully customizable survey engine that lets brands build complete, multi-question questionnaires with branching logic, connected flows, and flexible formats. For the first time, brands could design entire research journeys within zenloop:
- Post-purchase experience surveys that adapt based on previous answers
- Checkout satisfaction flows combining NPS with open-ended follow-ups and product-specific questions
- Category experience surveys with conditional paths based on respondent replies and profile data
This was a fundamental shift. zenloop was no longer a tool for collecting individual metrics — it became a platform for understanding the full customer experience in depth.
The scope kept expanding from there. Beyond existing customers, brands can now run prospect and lead surveys to capture sentiment before a purchase decision is even made — turning the funnel itself into a feedback loop. Employee surveys bring the same methodology inward, measuring engagement, onboarding quality, and internal satisfaction. And with AI-powered phone surveys, zenloop extends its reach beyond digital channels entirely, gathering rich conversational feedback from audiences who might never open an email or click a link.
The result? Brands that previously relied on a separate survey provider for anything beyond NPS began consolidating onto zenloop — reducing costs, eliminating data silos, and gaining a unified view of sentiment across customers, prospects, and employees for the first time.
The Second Leap: Review and Reputation Management
Surveys only capture the feedback you actively ask for. A significant share of what customers think and say about a brand happens on platforms like Amazon, Google, Trustpilot, Galaxus, and app stores — unprompted, unfiltered, and often unseen by the teams that need it most.
In late 2025, zenloop and gominga — one of Europe’s leading online review and reputation management specialists — officially merged under the zenloop brand. Both companies had been part of saas.group since 2023, and the merger brought gominga’s deep expertise in review monitoring, analysis, and response directly into the zenloop Voice of Everyone platform.
The impact for customers is substantial:
- Product reviews on Amazon
- Shop reviews on Google
- App ratings in the Play Store and App Store
- Marketplace feedback on Otto, Conrad, or Galaxus
Everything monitored, analyzed, and actionable — under one roof.
The merger also brought gominga’s competitor monitoring capabilities into the platform, giving zenloop customers the ability to track how competing brands are perceived on third-party platforms, benchmark their own performance, and spot market shifts as they happen.
“Brands don’t think in tools – they think in outcomes. By bringing surveys and review management together, we’re giving them what they’ve always needed: one complete picture of what their customers think – wherever they say it.” Lisa Rentrop, CEO zenloop
One Voice of Everyone Platform — One Cost-Saving Decision
The result of this evolution is a Voice of Everyone platform that eliminates the need for multiple specialized providers. Instead of paying separately for NPS surveys, customer satisfaction surveys, custom research, review monitoring, reputation management, and competitive intelligence, brands can now run their entire Voice of Customer program from a single solution.
With zenloop’s Voice of Everyone platform:
- Surveys and reviews are analyzed by the same AI engine
- Feedback from all channels feeds into the same dashboards
- Alerts, reports, and automated workflows operate across the entire data set
- Your customer experience team works in one tool instead of five
What’s Next
zenloop’s transformation from NPS specialist to full Voice of Everyone platform reflects a broader shift in how brands think about customer feedback. The era of siloed tools — one for surveys, one for reviews, one for competitive intel — is giving way to integrated platforms that connect every source of customer voice into a single, actionable view.
For brands currently managing customer experience across multiple providers, zenloop’s Voice of Everyone platform offers a clear path to consolidation — without compromise on depth or capability.
Curious to see the full scope of the new zenloop platform?
Whether surveys, review management, or AI-powered analytics — we’d love to show you how to unlock every capability for your brand. Just reach out.
sales@zenloop.com | +49 30 91739927