Loans approved across a spread of product verticals
Value in loan funding approved
People helped through their marketplace
North America
Financial
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Product team
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C-Suite
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Lending Partners
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Insights & Analytics
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Analyzing feedback and attributes from 10 continuous data sources: Surveys for 7 product verticals. Surveys across 3 phases of customer experience
Qualtrics XM
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Delighted
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A few years ago, LendingTree struggled to extract insights they could use from their all-in-one customer experience solution. They’ve always had a ton of feedback from consumers, with well over 20,000 comments in a 90 day period. They needed their analysis to provide more accurate and useful insights.
Lendingtree use Thematic's full reporting and analytics suite for a high level view and to dive into the detail. Thematic dashboards and reports give the product and CX teams a high-level view of the drivers of NPS. Lee's team dives into the driver and trend analysis to find out things such as how the needs of home loan borrowers differ from personal loan borrowers. Using Thematic's flters, teams can easily dig into verbatims to design solutions that are pertinent to specific customers.
LendingTree use Thematic to Identify and quantify pain points and drivers of NPS, track and notify the product team of feedback on new product features, to iterate quickly post-launch. Thematic helps them address small customer problems before they can evolve into something bigger. The platform helps them make sense of feedback data in a way that is quick, quantified and rich with stories. Their product teams and lending partners feel empowered with an understanding that helps them to be customer-led. For example, with Thematic the insights team discovered that acquisition costs were a major barrier to their market growth, building quick support from the business to lower these costs.
Lee King, Head of Insights at LendingTree, explored alternatives and chose Thematic as the best solution. They needed AI that delivered the best quality of insights from text comments at scale, without requiring you to build rules or train the AI. Lee’s team hundreds of hours in data preparation and analysis with Theamtic. There’s no need for training AI models or manually coding responses. Instead, the self-learning AI builds themes directly from each dataset. Lee recently set up workflows in Thematic to automatically alert the people responsible for solving key issues.
Lee King
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.
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
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“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."
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