Think back to the last time you took a survey about your experience at a restaurant or retailer. Do you wonder what is done with the feedback you provided? Most of us never know what actions are taken because of our responses, which can make you feel less compelled to take future surveys or provide meaningful feedback.
Customer surveys can be an excellent way for companies to gauge customer satisfaction and better understand customers’ needs—but these surveys often miss the mark. A state-of-the-art customer experience tool from Burst Analytics provides a solution to flawed customer surveys. It simplifies the survey experience and provides real-time, actionable feedback and insights to the companies that use the tool.
“While most surveys involve several questions that have nothing to do with your experience, Burst technology focuses on what the customer cares the most about,” said Dr. Courtney Reinert, President of Burst Analytics. “Their feedback is processed by our machine learning pipeline and the resulting actionable intelligence appears in the dashboard immediately, so leadership can solve the problem in real-time. Ultimately, Burst connects the voice of the customer with leadership so real change can occur.”
With almost 20 years of experience in business operations and executive management, Dr. Reinert is a problem solver at heart. She developed the idea for Burst during her doctoral research in the field of Human Capital Management. In 2021, Burst was awarded a prestigious prototyping contract with AFWERX, an innovation accelerator, to create a better Air Force and Space Force for all Airmen, Guardians, and their families. This pilot program with Burst, made a significant difference in the well-being of airmen and their families on Keesler Air Force Base in Biloxi, Miss. The success of that program led to releasing Burst Analytics to the commercial market in 2022.
As evidenced by the pilot program, Burst does more than just enhance the customer experience. Companies can also use this technology to take a pulse on employee engagement and satisfaction. Employees can raise issues as they happen rather than waiting for weeks or months before they share how they feel on an antiquated engagement survey. Receiving and acting on this feedback is critical to retaining talent during the great resignation and talent shortage.
To learn more about Burst Analytics, visit letsburst.com, or schedule a demo by emailing [email protected].
