SurveySparrow turns talk into traction for customer experience

SurveySparrow is an experience management platform designed to help mid-market businesses capture, analyze, and act on feedback across surveys, reviews, and social channels. With AI-powered analysis and real-time loop closures, it enables organizations to turn fragmented responses into actionable insights that improve customer experience at scale.

Running on AWS, the platform handles millions of survey loads each month while maintaining high availability and speed. Leveraging generative AI on AWS, SurveySparrow empowers teams to respond faster, personalize experiences, and drive measurable outcomes.

Where feedback meets follow-through

SurveySparrow was designed for mid-market brands which receive high volumes of feedback but lack the capabilities to gain intelligent insight. Its platform pulls together data from numerous touchpoints including email, apps, kiosks, socials, and review sites, and uses AI to help businesses cut through the noise, find what matters, and act fast.

“We work with CX and insights teams that need direction,” says Rishul Raj Aggarwal, Business Unit Head at SurveySparrow. “We help them figure out what to prioritize, how to improve, and how to close the loop.”

Every survey starts with AWS

From the start, SurveySparrow built on AWS to stay agile while scaling globally. “We needed reach and flexibility without the complexity,” says Aggarwal. “AWS let us grow fast and stay focused.”

The platform is deployed across five AWS Regions, including the AWS Canada (Central) Region and the AWS Middle East Region, supporting local compliance, low-latency performance, and a unified backend that’s easy to maintain and scale. The architecture delivers over 99.999 percent availability, less than 0.01 percent API error rate, and 95 percent of API calls served in under 100 milliseconds. It also handles tens of thousands of concurrent users during peak periods and supports large-scale surveys with over a million participants across regions.

Five engineers, millions of opinions

SurveySparrow runs on lean architecture, optimized for scale without the sprawl. Its engineering team, comprising just five DevOps, delivers at a pace and volume that rivals enterprise platforms.

The team uses Anthropic Claude Sonnet in Amazon Bedrock to power real-time summarization, clustering, and sentiment scoring. For client-specific needs, Amazon SageMaker supports custom models trained on domain-specific data to reflect industry-specific language, tone, and context.

To ship fast without re-architecting, it relies on AWS Lambda and AWS Step Functions to prototype and automate everything from experimental features to production workflows. “They’re like our idea accelerators,” says Aggarwal. “We just spin something up and go.”

Safety by design

SurveySparrow supports businesses across healthcare, finance, and other regulated industries where trust isn’t optional. As such, security and privacy are core to the platform’s architecture.

“All of our products run on AWS,” says Aggarwal. “Security is one of those areas where you can’t afford to improvise. With AWS, we’ve been able to build systems that pass audits without slowing down our roadmap.”

The platform meets key industry standards including HIPAA, SOC 2, AICPA, and ISO. Security is embedded at every layer, from infrastructure to engineering workflows, enabling speed while maintaining robust security. The team uses services like Amazon GuardDuty, AWS CloudTrail, AWS Config, Amazon Inspector, and AWS Secrets Manager to ensure visibility, compliance, and data security across its operations.

From feedback to forward motion

Today, SurveySparrow processes millions of survey loads every month. Customers like Tata Digital, MotoGP, Decathlon, and Paysafe use the platform to capture feedback in real time, make decisions rooted in live data, and drive measurable CX improvements, from service recovery to product design.

“We built this platform to serve companies that care about experience but don’t have giant teams or unlimited budgets,” says Aggarwal. “AWS has helped us deliver that vision at scale, and without compromise.”

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