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
40% | Reduction in support call volume for key issues |
C-Level | Insights used in executive reporting and decision making |
60x | Cost savings compared to traditional market research agency methodology. |
5.4pt | NPS increase and 2x faster growth since uncovering payment issues in one of the markets. |
$30k | Annualized cost savings through better efficiency in open-ended comment analysis |
C-level | Ad-hoc response to C-level requests and inclusion of Thematic insights in C-level meetings for the first time |
10% | Revenue has grown nearly 10% every quarter since use of Thematic. |
6pts | NPS has been increasing by 6 points year over year. |
20+pt | Increase in NPS from implementing station-level insights from feedback |
20X | Reduction in analytics time for unstructured feedback |
Insight | Thematic derived insights into product issues that manual analysis missed, helping to guide Serato's product development direction. |
Easy | Thematic's Zendesk integration was easy to setup and Serato was able to immediately act upon new insights. |
EASY | Insights from feedback are now availabe on-demand through portals, and manual feedback analysis has been eliminated |
Data-Driven | It is now possible to understand the impact of decisions on NPS |
15+pt | Improvement in water efficiency in 6 months |
10% | Increase in customers leaving a trust score of 7 or higher |
60 hours | Time saved by not needing to manually read comments every month |
10+pt | Growth in tNPS from Thematic insights |
12 pts | Growth in Employee NPS since implementing Thematic |
150+ | Active users who get reports on team-level eNPS results |
65% | Reduction in cost to generate insights from unstructured feedback |
Scale | Survey capacity no longer throttled by analytics bottlenecks |
$170K | Saved analyzing comments from users and managers (equivalent of 180 hours per month) |
8 BU | Detailed insights available in self service for 8 business units and 100s of sites |
2x | Faster monthly user growth through insights into what drives NPS |
Impact | Thematic now surfaces issues to fix and prioritizes them by impact on NPS |
Focus | Thematic visualizations distill customer feedback into Top 3 reports for stakeholders |
Answers | Ad-hoc reporting let MMGY quickly deliver answers to CX executives |