Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback

With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey

Our champion

Customer Insights Analyst

infotools: Scaling capacity while reducing costs by 65%
infotools

infotools: Scaling capacity while reducing costs by 65%

Goals
  • Implement machine translation of customer feedback for a telco client active in 7 European markets
  • Provide advanced analytics to identify common themes across markets and their impact on NPS
  • Connect via an API to existing data sources and analytical tools

Their layered approach is particularly flexible and has provided the ability to tune and customize the output to meet business needs.

Brian Potter

Data Scientist

DoorDash: 12pt growth in eNPS to drive employee retention
DoorDash

DoorDash: 12pt growth in eNPS to drive employee retention

Goals
  • Quickly analyze qualitative employee engagement feedback
  • Intuitive dashboards and reporting down to the manager level across a rapidly growing organization
  • A fully managed experience, complete with user set-up and administration handled for hundreds of managers

eNPS insights that are awesome! I love the ability to look at themes for different segments at a high level, and then drill down to individual comments.

Miguel Rodriguez

Head of HR Program Management

$170K Saved analyzing comments from users and managers (equivalent of 180 hours per month)
Food and Beverage

$170K Saved analyzing comments from users and managers (equivalent of 180 hours per month)

Goals
  • Eliminate effort and bias from manual reading comment analysis
  • DIY insights portal for sharing insights across the organization
  • Alignment among senior leadership team on what drives employee engagement

We can now deliver actionable, quantified insights continuously across the organization - and without the headache of manual analysis.

Our Champion

Director of Employee Engagement

Automated NPS feedback analysis with RFID data
MMGY + Global Cruise Line

Automated NPS feedback analysis with RFID data

Goals
  • Eliminated the need to manually analyze comments
  • Integrated customer data from RFID chips for advanced segmentation
  • Automated reporting to surface top themes from feedback

With Thematic, I always know what issues customers are talking about. There's no way I could do this manually - it would take literally all of my time.

Stephanie Michaud

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)

Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.

Tania Parangi

NPS Evolution Manager

Watercare: Double digit increase in Trust NPS and Water Efficiency
Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency

Goals
  • Provide insights into what drives NPS, brand image and water efficiency
  • Unbiased analysis with clearly quantified insights
  • Faster and cheaper insights compared to reporting on data manually

Thematic is an extremely easy-to-use, intuitive tool, that helps us get real time insights at the click of a button.

Priya Thurai

Head of Customer Insights, Watercare

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

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.

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

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk
Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk

Goals
  • Integrate data insights into Zendesk
  • Discover insights into product issues and answer questions that were impossible with manual analysis
  • Find a solution that was customizable and scalable

With Thematic it is possible to get a much better idea of what the mood and importance of issues are to our customers.

Young Ly

CEO, Serato

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.

“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”

Our champion

Project Manager

Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance

With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.

Matt Schoolfield

Manager of Commercial Analytics & VOC

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback

With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey

Our champion

Customer Insights Analyst

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Read their story
How Melodics improved their product roadmap and alignment with Thematic
Melodics

How Melodics improved their product roadmap and alignment with Thematic

Goals
  • Integration with NPS survey data collected by Alchemer
  • Find insights about users at "moments of truth" in their customer journey
  • Align product and R&D teams on customer priorities

Thematic's value immediately shone through [by] helping us understand the things that really matter. The most valuable tools for me are Thematic's impact and comparison tools. It's clear, visual, and quick to see the impact. It's just right. Other analytics platforms have reports or word clouds, but they don’t provide anything substantial or meaningful.

Sam Gribben

CEO of Melodics

How Melodics improved their product roadmap and alignment with Thematic
Melodics

How Melodics improved their product roadmap and alignment with Thematic

Read their story
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Goals
  • Unify omnichannel unstructured feedback into a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling

Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.

Michael Sherwood

Head of CX of Atom Bank

Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Read their story
How Art.com uses Thematic to drive ownership of insights across the organization
Art.com

How Art.com uses Thematic to drive ownership of insights across the organization

Goals
  • Quantify and summarize customer feedback to inform decisions
  • Simplify the process of finding and sharing insights
  • Identify the impact of multiple business functions on NPS

“It was very easy to implement Thematic! There was nothing to download, no 4-6 week implementation timeline. There was only a login needed - that’s it. It goes way beyond the standard, into stronger data analytics, enabling us to make more data-driven decisions. Also, the dashboard gives us a quick glimpse of what's happening right this moment. It enables quick pulse checks and I like that."

How Art.com uses Thematic to drive ownership of insights across the organization
Art.com

How Art.com uses Thematic to drive ownership of insights across the organization

Read their story
Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance

With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.

Matt Schoolfield

Manager of Commercial Analytics & VOC

Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Read their story
On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.

“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”

Our champion

Project Manager

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Read their story
Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

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.

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

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Read their story
Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)

Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.

Tania Parangi

NPS Evolution Manager

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Read their story
Watercare: Double digit increase in Trust NPS and Water Efficiency
Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency

Goals
  • Provide insights into what drives NPS, brand image and water efficiency
  • Unbiased analysis with clearly quantified insights
  • Faster and cheaper insights compared to reporting on data manually

Thematic is an extremely easy-to-use, intuitive tool, that helps us get real time insights at the click of a button.

Priya Thurai

Head of Customer Insights, Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency
Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency

Read their story
Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback

With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey

Our champion

Customer Insights Analyst

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Read their story
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Goals
  • Unify omnichannel unstructured feedback into a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling

Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.

Michael Sherwood

Head of CX of Atom Bank

Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Read their story
On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.

“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”

Our champion

Project Manager

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Read their story
Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

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.

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

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Read their story
Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)

Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.

Tania Parangi

NPS Evolution Manager

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Read their story
Watercare: Double digit increase in Trust NPS and Water Efficiency
Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency

Goals
  • Provide insights into what drives NPS, brand image and water efficiency
  • Unbiased analysis with clearly quantified insights
  • Faster and cheaper insights compared to reporting on data manually

Thematic is an extremely easy-to-use, intuitive tool, that helps us get real time insights at the click of a button.

Priya Thurai

Head of Customer Insights, Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency
Watercare

Watercare: Double digit increase in Trust NPS and Water Efficiency

Read their story
Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback

With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey

Our champion

Customer Insights Analyst

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Read their story
How Melodics improved their product roadmap and alignment with Thematic
Melodics

How Melodics improved their product roadmap and alignment with Thematic

Goals
  • Integration with NPS survey data collected by Alchemer
  • Find insights about users at "moments of truth" in their customer journey
  • Align product and R&D teams on customer priorities

Thematic's value immediately shone through [by] helping us understand the things that really matter. The most valuable tools for me are Thematic's impact and comparison tools. It's clear, visual, and quick to see the impact. It's just right. Other analytics platforms have reports or word clouds, but they don’t provide anything substantial or meaningful.

Sam Gribben

CEO of Melodics

How Melodics improved their product roadmap and alignment with Thematic
Melodics

How Melodics improved their product roadmap and alignment with Thematic

Read their story
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Goals
  • Unify omnichannel unstructured feedback into a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling

Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.

Michael Sherwood

Head of CX of Atom Bank

Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Read their story
How Art.com uses Thematic to drive ownership of insights across the organization
Art.com

How Art.com uses Thematic to drive ownership of insights across the organization

Goals
  • Quantify and summarize customer feedback to inform decisions
  • Simplify the process of finding and sharing insights
  • Identify the impact of multiple business functions on NPS

“It was very easy to implement Thematic! There was nothing to download, no 4-6 week implementation timeline. There was only a login needed - that’s it. It goes way beyond the standard, into stronger data analytics, enabling us to make more data-driven decisions. Also, the dashboard gives us a quick glimpse of what's happening right this moment. It enables quick pulse checks and I like that."

How Art.com uses Thematic to drive ownership of insights across the organization
Art.com

How Art.com uses Thematic to drive ownership of insights across the organization

Read their story
Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance

With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.

Matt Schoolfield

Manager of Commercial Analytics & VOC

Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Read their story
Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)

Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.

Tania Parangi

NPS Evolution Manager

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Read their story
infotools: Scaling capacity while reducing costs by 65%
infotools

infotools: Scaling capacity while reducing costs by 65%

Goals
  • Implement machine translation of customer feedback for a telco client active in 7 European markets
  • Provide advanced analytics to identify common themes across markets and their impact on NPS
  • Connect via an API to existing data sources and analytical tools

Their layered approach is particularly flexible and has provided the ability to tune and customize the output to meet business needs.

Brian Potter

Data Scientist

infotools: Scaling capacity while reducing costs by 65%
infotools

infotools: Scaling capacity while reducing costs by 65%

Read their story
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Read their story
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Goals
  • Unify omnichannel unstructured feedback into a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling

Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.

Michael Sherwood

Head of CX of Atom Bank

LendingTree teams up with Thematic for actionable customer insights at scale.
LendingTree

LendingTree teams up with Thematic for actionable customer insights at scale.

Read their story
LendingTree teams up with Thematic for actionable customer insights at scale.
LendingTree

LendingTree teams up with Thematic for actionable customer insights at scale.

Goals
  • Easy to align on critical issues and build differentiated offerings
  • Empowered to shift from product-led to customer-led decision making
  • Saves time, by automating the heavy lifting

Thematic works straight out of the box. I can show the business promoters and detractors, quantify the drivers. Then, it’s the richness of the qualitative comments that builds an understanding of how the customer feels and experiences.

Lee King

Head of Insights

Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk

Goals
  • Integrate data insights into Zendesk
  • Discover insights into product issues and answer questions that were impossible with manual analysis
  • Find a solution that was customizable and scalable

With Thematic it is possible to get a much better idea of what the mood and importance of issues are to our customers.

Young Ly

CEO, Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk
Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk

Read their story
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Goals
  • Unify omnichannel unstructured feedback into a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling

Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.

Michael Sherwood

Head of CX of Atom Bank

Read case study
Using Thematic to get clear focus on how to drive growth and save costs
Atom bank

Using Thematic to get clear focus on how to drive growth and save costs

Read their story
DoorDash

DoorDash: 12pt growth in eNPS to drive employee retention

Goals
  • Quickly analyze qualitative employee engagement feedback
  • Intuitive dashboards and reporting down to the manager level across a rapidly growing organization
  • A fully managed experience, complete with user set-up and administration handled for hundreds of managers

eNPS insights that are awesome! I love the ability to look at themes for different segments at a high level, and then drill down to individual comments.

Miguel Rodriguez

Head of HR Program Management

DoorDash: 12pt growth in eNPS to drive employee retention
DoorDash

DoorDash: 12pt growth in eNPS to drive employee retention

Read their story
Food and Beverage

$170K Saved analyzing comments from users and managers (equivalent of 180 hours per month)

Goals
  • Eliminate effort and bias from manual reading comment analysis
  • DIY insights portal for sharing insights across the organization
  • Alignment among senior leadership team on what drives employee engagement

We can now deliver actionable, quantified insights continuously across the organization - and without the headache of manual analysis.

Our Champion

Director of Employee Engagement

$170K Saved analyzing comments from users and managers (equivalent of 180 hours per month)
Food and Beverage

$170K Saved analyzing comments from users and managers (equivalent of 180 hours per month)

Read their story

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback

With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey

Our champion

Customer Insights Analyst

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Home Builder: $30k Annualized cost savings through better efficiency in open-ended VOC analysis.

Read their story
DoorDash

DoorDash: 12pt growth in eNPS to drive employee retention

Goals
  • Quickly analyze qualitative employee engagement feedback
  • Intuitive dashboards and reporting down to the manager level across a rapidly growing organization
  • A fully managed experience, complete with user set-up and administration handled for hundreds of managers

eNPS insights that are awesome! I love the ability to look at themes for different segments at a high level, and then drill down to individual comments.

Miguel Rodriguez

Head of HR Program Management

DoorDash: 12pt growth in eNPS to drive employee retention
DoorDash

DoorDash: 12pt growth in eNPS to drive employee retention

Read their story
Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk

Goals
  • Integrate data insights into Zendesk
  • Discover insights into product issues and answer questions that were impossible with manual analysis
  • Find a solution that was customizable and scalable

With Thematic it is possible to get a much better idea of what the mood and importance of issues are to our customers.

Young Ly

CEO, Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk
Serato

Serato was able to immediately act upon new insights with Thematic's integration with Zendesk

Read their story

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.

“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”

Our champion

Project Manager

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

On-demand food delivery service delivers 5.4 NPS increase and 2x faster growth since uncovering payment issues in one of the markets.

Read their story

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

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.

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

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Global real estate services firm grows 10% revenue nearly every quarter since use of Thematic.

Read their story
MMGY + Global Cruise Line

Automated NPS feedback analysis with RFID data

Goals
  • Eliminated the need to manually analyze comments
  • Integrated customer data from RFID chips for advanced segmentation
  • Automated reporting to surface top themes from feedback

With Thematic, I always know what issues customers are talking about. There's no way I could do this manually - it would take literally all of my time.

Stephanie Michaud

Automated NPS feedback analysis with RFID data
MMGY + Global Cruise Line

Automated NPS feedback analysis with RFID data

Read their story
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance

With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.

Matt Schoolfield

Manager of Commercial Analytics & VOC

Greyhound reduces analytics time for unstructured feedback 20x.
Greyhound

Greyhound reduces analytics time for unstructured feedback 20x.

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infotools

infotools: Scaling capacity while reducing costs by 65%

Goals
  • Implement machine translation of customer feedback for a telco client active in 7 European markets
  • Provide advanced analytics to identify common themes across markets and their impact on NPS
  • Connect via an API to existing data sources and analytical tools

Their layered approach is particularly flexible and has provided the ability to tune and customize the output to meet business needs.

Brian Potter

Data Scientist

infotools: Scaling capacity while reducing costs by 65%
infotools

infotools: Scaling capacity while reducing costs by 65%

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Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)

Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.

Tania Parangi

NPS Evolution Manager

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic
Vodafone

Vodafone: 60 hours saved every month and double-digit increase in tNPS with the help of Thematic

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Thematic drives insights-led growth

Thematic drives insights-led growth

$1.8M

AVOIDED COST OF MANUAL DATA PREPARATION AND ANALYSIS

$651.6K

TIME SAVINGS TO OBTAIN INSIGHTS

$361.7K

RECAPTURED RESEARCH TEAM PRODUCTIVITY

$52.9K