of responses analyzed in unbiased and objective approach
engineering costs and time with deeper information on what users wanted
CX
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Brand
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Customer Experience
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Product team
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NPS Survey
SurveyGizmo
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The NZ based team needed critical insights into users' needs to help them develop a strong road map of future features and development. Drawing on feedback responses from their NPS survey, their team struggled to leverage the responses effectively.
Under their old process, they spent several days manually reviewing feedback responses to get insights, and would audit only a fraction of the responses due to lack of time. Feature choices were touchy subjects as there were such varied opinions. With limited resources for analyzing customer insights, it was difficult to get an objective answer to the critical question “what really matters to our customers?”
Thematic's platform made it easy for the product team to package insights with qualitative data, so they could align on what they needed to action. They benchmarked the feedback for each department and walked through the feedback with each specific team, identifying their top issues along with the critical verbatims. Postitive comments gave Marketing teams a sense of what to promote, while Melodics' leadership team could quickly understand what users wanted, providing clear focus on the roadmap and future feature priorities.
With NPS survey responses, in app questions and feedback from their support team, Melodics small team needed to make sense of noisy unstructured feedback from several channels. Within days of piping the data into Thematic, the Melodics team were set up with analyzed data, onboarded and working through insights. With Thematic, they got deep insights on customer feedback with little manual intervention from anyone at Melodics.
They needed unbiased and objective data to know what features were actually important to customers, as multiple choice questions in surveys failed to inform which issues Melodics should address. With a thematic analysis approach and statistical visualizations, Thematic enabled Meldocis to easily quantify the impact of specific feedback themes on the NPS score. For example, they learned that lag in the app made a big impact on the metrics. “We could also see that lots of people wanted more lessons in the app, but, interestingly, lessons are not that important to the actual score.” Melodics planned to create specific projects to address any issues derived from the insights.
Sam Gribben
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.
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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