Qualitative interviews are packed full of valuable feedback, but making sense of the answers and explaining what they mean for clients takes time and careful work. For Satrix Solutions, doing all of that used to involve several people, multiple rounds of review, and a report turnaround of around five days.
We spoke with Jonathan Beretta, Satrix Solutions’ Chief Operating Officer, about how the team now uses BTInsights in its interview workflow and what has changed for its clients.
The Challenge: Turning In-Depth Interviews Into Client-Ready Reports Took Days
Satrix Solutions helps B2B organizations understand customer and employee experiences through surveys and in-depth interviews. Its work includes voice of the customer research, sales win-loss analysis, churn analysis, and exit interviews. As interviews became a larger part of its business, the team needed a faster way to turn each conversation into a dependable report.
Before adopting BTInsights, each recorded interview passed through several hands before the client received a finished report.
To start, the team needed an accurate transcript. They used automated transcription tools that struggled with industry terms, acronyms, and unusual company names. Staff often had to correct errors and check the transcript before analysis could begin.
Next, the team analyzed the conversation and pulled out supporting quotes, linking each one to the transcript. They then built a report with the findings and context to help the client understand what the interview revealed.
Each report also went through multiple checks. One person prepared the work, another checked it, and a final review followed before it reached the client. According to Jonathan, an interview conducted on a Monday might not reach the client as a finished report until Friday, which made it difficult to meet growing expectations for faster turnaround.
Analyzing Interviews With BTInsights
Satrix Solutions now uses BTInsights’ Interview Analysis Platform to transcribe recorded interviews and help analyze what participants have said.
BTInsights turns the interview recording into a written transcript, which provides the basis for the team’s analysis and reporting. The team still checks that transcript, but according to Jonathan, the task now generally needs one reviewer.
Once the transcript has been checked, the team can look more closely at what each participant said and why. They can easily search and find quotes, examine the surrounding transcript, and connect an interviewee’s answer to the context behind it.
That connection is especially helpful when a participant gives a score in response to a quantitative question but explains the reason elsewhere in the conversation. Satrix Solutions can bring the rating and the explanation together, giving clients a clearer account of what the response actually means.
Letting Clients Ask Questions as Interviews Come In
Clients can also start digging into the feedback while interviews are still underway. After four or five interviews, for example, they can use the interview report agent to ask questions about what participants have said so far. They can then ask Satrix Solutions to follow up on a topic or give it more attention in the remaining interviews.
The Result: Same-Day Reports With More Detail
For Satrix Solutions, interview reports now reach clients sooner and offer more detailed analysis.
According to Jonathan, a report that previously took about five days can now be completed within hours.
Before BTInsights, if I did an interview on Monday, we probably wouldn’t have gotten the report to the client until Friday of that week. Now, if I do an interview on Monday at 9 am, the client has the report in the afternoon.
Transcription quality is another clear benefit. According to Jonathan, BTInsights produces the best transcription they’ve seen across the many tools they’ve tested, so staff spend less time making corrections.
I regularly review transcription AI, and yours is the most accurate on the market, especially for people whose second language is English or who have strong accents.
With less manual work, Satrix Solutions can give clients more detailed reports, deliver them sooner, and even pass on some of the cost savings to clients.
Make Same-Day Reporting Possible With BTInsights
Satrix Solutions’ clients no longer have to wait days to see what an interview reveals. With BTInsights supporting transcription and analysis, the team can deliver a detailed report the same day and help clients work out what to do next.
Want to see how BTInsights can support your qualitative interview workflow? Book a demo to see our Interview Analysis platform in action!
