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How Watercare drive customer excellence with VoC and Thematic

How Watercare drive customer excellence with VoC and Thematic
Members Public

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare. Water as a sector gets taken for granted, with

Alana Dell
Alana Dell
Customer Journeys

Recent posts

Do you have concerns about feedback analytics? We have the answers!
Do you have concerns about feedback analytics? We have the answers!
Members Public

We understand if you have some concerns about how Thematic can work for you, but we’re keen to put your fears to rest! Here are some of the biggest concerns our prospective customers bring to us, and how we eliminate each and every one.

Feedback Analysis
Thematic analysis: an overview
Thematic analysis: an overview
Members Public

When you have a lot of text feedback, how do you begin to make sense of it all? One of the best approaches is thematic analysis.

AI & NLP
How to build a story from customer feedback
How to build a story from customer feedback
Members Public

Building a story from customer feedback is a critical skill you need to learn, especially if you're responsible for delivering insights across your company.

Feedback Analysis
How an Apple Music bug hurt their rating on the Google Play store
How an Apple Music bug hurt their rating on the Google Play store
Members Public

There's an avalanche of data out there, and it's fun for us here at Thematic to put our platform through its paces and see what turns up. In this case, we analyzed reviews of the Apple Music app on the Google Play store.

Product Experience
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Members Public

As a marketing director at America’s largest online food delivery company, Emma is on a quest to understand what matters most to the DoorDash delivery drivers – or dashers – who are her customers.

Customer Experience
Product update: Slack analysis
Product update: Slack analysis
Members Public

We’re happy to say that Thematic is now able to integrate and analyze the text within a specific Slack channel to uncover the sentiment and themes of each message.

Product Experience
Voice of the Customer for Product Operations
Voice of the Customer for Product Operations
Members Public

A game-changing system that product ops can (and should!) implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps.

Product Experience
Why Customer Intelligence is a big deal for product teams
Why Customer Intelligence is a big deal for product teams
Members Public

Customer intelligence is crucial to building better products and experiences. It's the system of collecting and analyzing customer data to access the deep understanding and actionable insights your product team need.

Product Experience
Know what great looks like: building trust in text analytics software
Know what great looks like: building trust in text analytics software
Members Public

When it comes to analyzing feedback, AI can be your best friend. But can you trust text analytics software if you don’t understand how it works?

Feedback Analysis
Product update: Introducing Workflows
Product update: Introducing Workflows
Members Public

We’ve implemented a new feature called Workflows, which triggers email or Slack notifications based on detected changes in your data.

Product Experience
Product validation: Using customer feedback analytics to build a roadmap
Product validation: Using customer feedback analytics to build a roadmap
Members Public

An essential part of product development, product validation utilizes feedback analysis to eliminate dead ends and false starts. Here’s what you need to know.

Product Experience
Unlocking contextual insights with Levels to build a better product
Unlocking contextual insights with Levels to build a better product
Members Public

Through using Thematic, Levels can focus on specifics in user experiences and be more human-centered in their design solutions.

Customer Journeys