Why our customers love Thematic

With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes

Matt Schoolfield, Manager of Commercial Analytics & VOC, Greyhound

We deliver results and true ROI in a scaleable and cost-efficient way

Atom bank: Reduced call center volume by 40%

Atom bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Goals
  • Synthesize omnichannel unstructured feedback as a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provide core functions with insights to improve operations, including product quality, app experience and complaints handling
Results
40% Reduction in support call volume for key issues
C-Level Insights used in executive reporting and decision making
Atom bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Michael Sherwood
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 Customer Experience
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MMGY + Global Cruise Line: Integrating NPS feedback with RFID data

MMGY Global is the world's largest integrated marketing company specializing in the travel, tourism and hospitality industry, and uses Thematic to analyze feedback for a global cruise line.
Goals
  • Eliminated the need to manually analyze comments
  • Integrated customer data from RFID Medallion Cruise Cards for advanced segmentation
  • Automated reporting to surface top themes from feedback
Results
Focus Thematic visualizations distill customer feedback into Top 3 reports for stakeholders
Answers Ad-hoc reporting let MMGY quickly answer questions from execs on customer experience
MMGY Global is the world's largest integrated marketing company specializing in the travel, tourism and hospitality industry, and uses Thematic to analyze feedback for a global cruise line.
Stephanie Michaud
With Thematic, I always know what issues customers are talking about. There's no way I could do this manually - it would take literally all of my time.
Stephanie Michaud
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On-demand food delivery service

Thematic was used by the product, insights, and operations teams at an on-demand food delivery service, which exists in hundreds of cities in North America.
Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.
Results
60x Cost savings compared to traditional market research agency methodology.
5.4pt NPS increase and 2x faster growth since uncovering payment issues in one of the markets.
Thematic was used by the product, insights, and operations teams at an on-demand food delivery service, which exists in hundreds of cities in North America.
Our champion
“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”
Our champion
Project Manager

Serato: Seamlessly integrating Zendesk with Thematic

Serato makes audio software for music lovers. Since launching in 1999, Serato have acquired millions of users across 190 countries.
Goals
  • Integrate data insights into Zendesk
  • Discover insights into product issues and answer questions that were impossible with manual analysis
  • Find a solution that was customizable and scalable
Results
Insight Thematic derived insights into product issues that manual analysis missed, helping to guide Serato's product development direction.
Easy Thematic's Zendesk integration was easy to setup and Serato was able to immediately act upon new insights.
Serato makes audio software for music lovers. Since launching in 1999, Serato have acquired millions of users across 190 countries.
Young Ly
With Thematic it is possible to get a much better idea of what the mood and importance of issues are to our customers.
Young Ly
CEO, Serato
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Home Builder: VOC as a voice of clarity in complex customer journeys

This company is a nation's leading home builder and a Fortune 500 company. It embarked on a digital transformation journey and quickly established customer experience as one of the areas it differentiates itself from competition.
Goals
  • Eliminate the need for manual analysis and reporting
  • Link feedback across several touchpoints for a unified view of the customer journey
  • Enable DIY reporting through portals for multiple business units
  • Leverage dashboarding across a distributed field network to bring operational teams closer to customer feedback
Results
$30k Annualized cost savings through better efficiency in open-ended comment analysis
C-level Ad-hoc response to C-level requests and inclusion of Thematic insights in C-level meetings for the first time
This company is a nation's leading home builder and a Fortune 500 company. It embarked on a digital transformation journey and quickly established customer experience as one of the areas it differentiates itself from competition.
Our Champion
With Thematic, we can give each function of the business clear insights on how to improve their part of a long, complex customer journey
Our Champion
Customer Insights Analyst

Greyhound: Reducing analytics time 20X

Greyhound is an intercity bus carrier serving over 3,800 destinations across North America.
Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance
Results
20+pt Increase in NPS from implementing station-level insights from feedback
20X Reduction in analytics time for unstructured feedback
Greyhound is an intercity bus carrier serving over 3,800 destinations across North America.
Matt Schoolfield
With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.
Matt Schoolfield
Manager of Commercial Analytics & VOC

Vodafone: Double-digit increase in tNPS

Vodafone New Zealand is one of New Zealand’s leading digital services and connectivity companies and has over 2.3 million customers nationwide.
Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)
Results
60 hours Time saved by not needing to manually read comments every month
10+pt Growth in tNPS from Thematic insights
Vodafone New Zealand is one of New Zealand’s leading digital services and connectivity companies and has over 2.3 million customers nationwide.
Tania Parangi
Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.
Tania Parangi
NPS Evolution Manager

Art.com: Making it easy to understand the customer

Art.com is an online e-commerce platform, with over $300M in annual sales, that brings easily accessible, top-notch art to everyone.
Goals
  • Quantify and summarize customer feedback to inform decisions
  • Simplify the process of finding and sharing insights
  • Identify the impact of multiple business functions on NPS
Results
EASY Insights from feedback are now availabe on-demand through portals, and manual feedback analysis has been eliminated
Data-Driven It is now possible to understand the impact of decisions on NPS
Art.com is an online e-commerce platform, with over $300M in annual sales, that brings easily accessible, top-notch art to everyone.
Ajantha Suriyanarayanan
It's so much easier having the platform! Knowing where the pain points are and knowing where we’re receiving kudos from people is huge.
Ajantha Suriyanarayanan
Director of Consumer Insights
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Sky TV: Scaleable Text Analytics for relational NPS program

Sky Network Television Ltd is a publicly listed pay satellite TV provider with close to a million subscribers.
Goals
  • Produce quantitative analysis of customers feedback at scale
  • Find key drivers of customer touchpoint NPS
  • Provide a self service portal for SKY employees to access
Results
Impact Clear understanding of impact of price increases on NPS
60 Users Receiving Thematic Weekly or Monthly reports
Sky Network Television Ltd is a publicly listed pay satellite TV provider with close to a million subscribers.
Troy Stanton
We've tried manual and automated solutions and have found Thematic to be the most effective and sustainable approach
Troy Stanton
Head of Consumer Insights
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infotools: Scaling capacity while reducing costs by 65%

Infotools Ltd is a market research technology company with clients that include multinational telecommunication, airlines, and consumer goods companies.
Goals
  • Implement machine translation of customer feedback for a telco client active in 7 European markets
  • Provide advanced analytics to identify common themes across markets and their impact on NPS
  • Connect via an API to existing data sources and analytical tools
Results
65% Reduction in cost to generate insights from unstructured feedback
Scale Survey capacity no longer throttled by analytics bottlenecks
Infotools Ltd is a market research technology company with clients that include multinational telecommunication, airlines, and consumer goods companies.
Brian Potter
Their layered approach is particularly flexible and has provided the ability to tune and customize the output to meet business needs.
Brian Potter
Data Scientist
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Global real estate services firm

This case study refers to a B2B client experience program with one of the world’s largest commercial real estate services companies.
Goals
  • Deliver critical insights about the experiences of major clients.
  • Support enterprise wide ‘Client Experience’ strategies to deliver exceptional client outcomes.
  • Deliver insights that result in increased NPS & revenue growth.
Results
10% Revenue has grown nearly 10% every quarter since use of Thematic.
6pts NPS has been increasing by 6 points year over year.
This case study refers to a B2B client experience program with one of the world’s largest commercial real estate services companies.
Maurice FitzGerald
“The results are the best I have seen from any software solution I have tested, by a clear margin.”
Maurice FitzGerald
Former Head of CX, Hewlett Packard

Insurance provider: Eliminated 20 hours of monthly analyst effort

This insurance provider is a nation-wide financial services company providing superannuation and investment products, insurance, financial advice and banking products including home loans and savings accounts.
Goals
  • Save analyst time manually reading and coding comments
  • Match accuracy of manual tagging, and help discover new insights
  • Track changes over time and better inform the business and contact centers
Results
20 hours Monthly time saved by analysts not having to manually read and code comments
3x Insights led to increase in customer communication frequency by 3x - from quarterly to monthly
This insurance provider is a nation-wide financial services company providing superannuation and investment products, insurance, financial advice and banking products including home loans and savings accounts.
Our champion
With Thematic, we can quickly find and share meaningful customer insights - without having to worry about manual analysis.
Our champion
Voice of the Customer Manager

Call Center Provider: Reduced NPS driver analysis time by 90%

This company is the world leader in omni-channel customer experience & contact center solutions, supporting over 25 billion customer interactions annually.
Goals
  • Speed up the analysis of open-ended customer feedback, allowing faster reporting to senior leader and operational teams
  • Identify critical insights on what product and service areas truly matter to customers so that company can take action over time
  • Measure the impact of improvement efforts on NPS over time
Results
95% Reduction in time spent analyzing verbatims
60% Reduction in time spent on reporting for senior leaders
This company is the world leader in omni-channel customer experience & contact center solutions, supporting over 25 billion customer interactions annually.
Our champion
Great product and supporting team, always innovating!
Our champion
Senior Director, Customer Experience & NPS

Utilities: Double digit increase in Trust NPS and Water Efficiency

This company is a water supply and sanitization provider, serving drinking, general supply and sewage services to millions of homes.
Goals
  • Provide insights into what drives NPS, brand image and water efficiency
  • Unbiased analysis with clearly quantified insights
  • Faster and cheaper insights compared to reporting on data manually
Results
15+pt Improvement in water efficiency in 6 months
10% Increase in customers leaving a trust score of 7 or higher
This company is a water supply and sanitization provider, serving drinking, general supply and sewage services to millions of homes.
Our champion
Thematic is an extremely easy-to-use, intuitive tool, that helps us get real time insights at the click of a button.
Our champion
Head of Customer Insights

Melodics: Double user growth through insights from NPS survey

Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Goals
  • Integration with NPS survey data collected by SurveyGizmo
  • Find insights about users at "moments of truth" in their customer journey
  • Align product and R&D teams on customer priorities
Results
2x Faster monthly user growth through insights into what drives NPS
Impact Thematic now surfaces issues to fix and prioritizes them by impact on NPS
Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Sam Gribben
The most valuable tools for me were the impact and comparison tools. It was clear, visual, and quick to see the impact. It was just right.
Sam Gribben
CEO
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