Reductions in calls related to device issues
Reduction in calls related to unaccepted mortgage requests
Growth in Atom bank customer base
United Kingdom
Financial
,
Brand
,
NPS
,
CX
,
Product
,
Operations
,
Product
,
Support Center
,
7 Channels In product feedback for Mortgage, Savings, Deposits, Online and app-store reviews, Customer complaints Call-center agent notes, CRM
TrustPilot
,
Revoo
,
Salesforce
,
App Store
,
CEM Platform
,
The company’s goal was to grow their customer base through differentiated customer experiences, learning from customer feedback which parts of the customer experience they could improve. Initially, the company collected feedback on their 3 product lines and 7 engagement channels: The challenge was that each of these channels provided an independent and siloed view of the customerexperience, making it difficult for the team to reconcile the insights into a complete view of the customer experience.
Atom bank gather feedback data across the customer journey, from App store reviews to Trustpilot surveys, Support Center complaints, Salesforce call summaries and their CEM Platform. By unifiying the omni-channel data and standardising the analysis in Thematic, Atom bank eliminated duplication of analysis efforts, removed data silos, and built a central insights system to prioritize customer experience improvements.
Drawing on customer sentiment from verbatims across every data source, Atom bank and Thematic created a robust AI customer attitude metric. Analyzing the feedback with a consistent thematic analysis approach across app reviews, surveys or complaints, Thematic enabled Atom bank to easily quantify the impact of specific feedback themes on the overall metric score. Michael Sherwood explained the huge benefit; "This means we are able to easily differentiate between verbatim themes that are noise (no impact to an overall metric) and those which are seriously impacting our CX metrics."
The sophistication of Thematic's text analytics and visualizations delivers the critical depth and breadth of insights for Atom bank's CX team to advise the C-suite, Operations, Support and Product teams. The Head of CX commented, "We can easily drill down to a depth that gives us confidence that we are shifting the score for right customer segments or other moments that matter to the business. The team at Thematic are also really open to customer feedback on their platform - and are continually improving the functionality to meet the needs of the users.
Michael Sherwood
Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.
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
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
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