Brand relationship feedback analysis

Improve the broader customer relationship or account health via insights from Relationship NPS, CSAT, or other surveys including open-ended questions.

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Improve the broader customer relationship or account health via insights from Relationship NPS, CSAT, or other surveys including open-ended questions.

Relationship surveys are often a foundational element of many CX programs, and are common in B2B businesses or where there is the potential for longer-term customer relationships.

Organizations use survey tools such as SurveyMonkey or Qualtrics to collect feedback independent of any touchpoint in customer journey. Feedback is typically about the company as opposed to a specific product. Thematic combines this feedback with financial data, such as customer spend and retention data, to identify what drives loyalty, higher spend, as well as how companies can predict and prevent churn.

Use case video

Case study

Global real estate services firm

This case study refers to a B2B client experience program with one of the world’s largest commercial real estate services companies.
Goals
  • Deliver critical insights about the experiences of major clients.
  • Support enterprise wide ‘Client Experience’ strategies to deliver exceptional client outcomes.
  • Deliver insights that result in increased NPS & revenue growth.
Results
10 Revenue has grown nearly 10% every quarter since use of Thematic.
6pts NPS has been increasing by 6 points year over year.
This case study refers to a B2B client experience program with one of the world’s largest commercial real estate services companies.
Sam Gribben
“The results are the best I have seen from any software solution I have tested, by a clear margin.”
Maurice FitzGerald
Former Head of CX, Hewlett Packard