Transactional NPS analysis

Increase your key metrics with insights from transactional NPS (tNPS), touchpoint NPS, episode NPS (eNPS), customer satisfaction (CSAT) or Customer Effort Score (CES)

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Increase your key metrics with insights from transactional NPS (tNPS), touchpoint NPS, episode NPS (eNPS), customer satisfaction (CSAT) or Customer Effort Score (CES)

Organizations use survey tools such as SurveyMonkey or Qualtrics to collect feedback after individual customer interactions, such as an online checkout experience or completing a flight. Thematic analyses this feedback to provide deep insights into what what works and what doesn’t, at critical moments in the customer journey.

For example; in a contact center interaction, this may mean identifying which specific processes aren’t working, and why. Or which specific attributes of call-center agents are producing the most positive customer sentiment? Knowing these can help you save customers. And that means dollars back into the business.

Use case video

Case studies

Greyhound Lines

Greyhound Lines Inc., founded in 1914, is an intercity bus common carrier serving over 3,800 destinations across North America.
Goals
  • Draw critical insights from 50,000+ post-ride traveler comments.
  • Inform commercial and field teams on strategy and performance.
  • Improve on-time performance (OTP) of buses.
  • Improve performance of field and bus terminal operations.
Results
20x Reduction in time required to draw critical insights: from weeks to minutes.
16pt NPS increase since implementing operational improvements.
Greyhound Lines Inc., founded in 1914, is an intercity bus common carrier serving over 3,800 destinations across North America.
Sam Gribben
“This is the tool of the future. It reduces my analytics time tenfold.”
Matthew Schoolfield
Customer Insight Manager, Greyhound

Vodafone NZ

Vodafone NZ is a telecommunications company operating in New Zealand. It is a subsidiary of British conglomerate, Vodafone Group plc.
Goals
  • Leverage improved call-center customer experiences into higher NPS and revenue growth.
  • Analyze a massive scale of user comments in a granular way for a make-or-break customer touchpoint.
Results
10+pt Double-digit NPS improvement from bottom tier to middle tier globally.
Alignment Clarity on the true drivers of NPS to ensure CX can be improved faster.
Vodafone NZ is a telecommunications company operating in New Zealand. It is a subsidiary of British conglomerate, Vodafone Group plc.
Sam Gribben
“Thematic is an extremely easy-to-use, intuitive tool, that helps us get real time insights at the click of a button.”
Priya Mahadeva
NPS Operations, Vodafone