Survey response rates are falling. The pressure to measure customer experience isn't. Thematic's Scoring Agent reads the feedback you already have and generates the outcome metrics your program depends on, without sending a single survey.
Standard CX metrics: NPS, CSAT, CES. Predicted from real interactions, not survey responses.
Hard-to-measure scores: Trust, effort, frustration, brand promise. Things customers show you in how they talk, not things they'll score on a form.
Custom scores: Define any metric that matters to your business. Pricing perception. Service quality. Feature satisfaction. Thematic builds the scorer to your criteria.
Plug in your existing sources: support tickets, chat transcripts, app reviews, surveys, calls. Thematic sits on top of whatever you already have.
The agent reads each piece of feedback and assigns a score based on the criteria you define. Scores are consistent, traceable, and updated continuously as new feedback arrives.
Use scores as filters, pivot dimensions, and impact chart inputs, the same way you'd use NPS or CSAT. See which themes are driving scores up or down, and which segments are most affected.
Scores update continuously from the feedback that's already flowing in, not on a survey cycle.
Trust, frustration, and effort show up in how customers talk. Now you can track them with the same rigour as NPS.
Combine scores with Thematic themes to see which topics, journeys, and friction points are driving movements.
Push scores into your data warehouse, CRM, or alerting systems as they're generated. Flag high-frustration interactions before they escalate.
Track a brand promise score after a campaign. Monitor effort scores after a process change. Measure the specific thing you changed, not a blended average.
