LendingTree used Thematic to analyze over 20,000 customer comments every 90 days. Their previous CX platform failed to deliver useful... text analysis, so they switched to Thematic for better accuracy and ease of use. Thematic helped them uncover a key issue: leads were receiving calls outside normal hours, which hurt NPS scores. By quantifying the loan value affected, LendingTree turned this insight into a revenue opportunity. Thematic saved hundreds of hours and improved lender engagement.
Atom bank used Thematic to unify feedback from 7 channels, including app reviews and call center notes. They eliminated data... silos and built a central insights system. This helped them reduce device issue calls by 40% and unaccepted mortgage request calls by 69%. Atom bank grew its customer base by 110%. Thematic's analytics let them focus on the feedback that mattered most for growth and cost savings.
LendingTree used Thematic to analyze over 20,000 customer comments in 90 days. They unified feedback from 10 data sources, including... surveys across 7 product lines. Thematic's AI dashboards helped product and CX teams quickly identify NPS drivers and customer pain points. Automated workflows saved hundreds of hours in data prep and analysis. LendingTree shifted from product-led to customer-led decisions, improving their product roadmap and reducing acquisition costs.
LendingTree used Thematic to analyze over 20,000 customer comments in 90 days. Thematic’s AI helped LendingTree quickly find insights from... feedback data. Product and CX teams used dashboards to track NPS drivers and customer pain points. Thematic saved hundreds of hours in data prep and analysis. LendingTree improved decision making and lowered acquisition costs by acting on these insights.
Retail Case Studies and Customer Success Stories with Thematic
Mitre 10 New Zealand
- Retail
- Large
Mitre 10 New Zealand used Thematic AI text analytics to improve their Voice of Customer program. They collected 20,000 customer... comments each month but struggled to understand key issues. Thematic helped them turn feedback into clear stories for executives. This made customer insights actionable and improved decision-making. The solution connected feedback from 84 stores into one strategic view.
Art. com used Thematic to speed up customer feedback analysis. Before, only one person handled insights, making it slow and...disconnected. Now, each team uses Thematic monthly to access feedback and see their impact. Thematic lets teams quickly filter and view results, saving time and making customer voices part of every decision. Leadership uses Thematic's Impact Analysis to find what affects retention and spending. This helps Art.com focus on the right priorities and improve profitability.
Mitre 10 New Zealand used Thematic AI text analytics to improve their Voice of Customer program. They struggled to turn... 20,000 monthly customer comments into clear insights. Thematic helped them quickly analyze feedback and identify key issues like stock availability, which was lowering NPS by half a point. The solution guided website improvements and helped target high-value customer segments. Mitre 10 now links customer feedback to business strategy and builds empathy across teams.
Food & Beverages Case Studies and Customer Success Stories with Thematic
DoorDash
- Food & Beverages
- Very Large
Thematic helps DoorDash process feedback from over a million Dashers each week. Manual analysis was replaced by Thematic, which quickly... finds key themes and measures their impact on NPS. Insights from Thematic showed work flexibility was most important to Dashers, shaping new marketing and rewards. Thematic's alerts let DoorDash spot and fix issues early, improving the Dasher app and pick-up systems.
Thematic platform helped a food and beverage company save $170,000 by analyzing comments from users and managers. This saved the... company 180 hours per month. The company achieved a 543% ROI. Thematic provided detailed insights for 8 business units and hundreds of sites. The solution removed manual effort and bias from comment analysis. Senior leadership gained alignment on what drives employee engagement.
Thematic helped DoorDash process feedback from over a million delivery drivers each week. Manual analysis was replaced by real-time theme... discovery, surfacing issues that most impacted NPS. Insights from Thematic led to new marketing campaigns and a reward system focused on work flexibility. The platform's alerts enabled DoorDash to address emerging problems quickly, resulting in changes to the Dasher app and store pick-up systems. DoorDash could measure the impact of these changes in real time, improving retention and team trust.
Utilities Case Studies and Customer Success Stories with Thematic
Watercare
- Utilities
- Large
Thematic helped Watercare, New Zealand's largest utility, recover customer experience after two major storms in 2022. Watercare used a three-pronged... Voice of Customer program to gather feedback from the city, community, and customers. Thematic's analytics showed customers wanted better repair updates. Watercare used these insights to improve communication, resource allocation, and frontline recognition. Service levels returned to normal within months.
Watercare uses Thematic to improve customer experience. They collect and analyze voice of customer (VoC) feedback. Thematic helps them find... key themes in customer comments. This lets Watercare act quickly on issues. Their team uses insights to drive better service and customer satisfaction.
Computer Software Case Studies and Customer Success Stories with Thematic
Atlassian
- Computer Software
- Very Large
Thematic helps Atlassian analyze customer feedback from many products. Munna Ahaduzzaman leads the NLP vendor assessment project. The goal is... to find problems and fix them fast. Thematic lets Atlassian drill down into feedback details. This improves how they understand and solve customer issues.
Thematic helps Atlassian analyze customer feedback from many sources. Atlassian used Thematic to find where problems start and what needs... fixing. Thematic's AI groups feedback into themes that match customer language. Product managers can now see what to improve and why. The system makes it easy to add new feedback types. Atlassian's teams learn more about customer needs and can act faster.
Greyhound
- Transportation/Trucking/Railroad
- Large
Thematic Text Analytics helped Greyhound cut analytics time by ten times. Greyhound struggled with long surveys and slow manual feedback... analysis. Thematic's AI-powered solution made it easy to analyze customer feedback fast. Greyhound gained deeper insights beyond NPS scores. The company improved operational efficiency and focused more on making changes.
Education Case Studies and Customer Success Stories with Thematic
Melodics
- Education
- Medium
Auckland, New Zealand
Thematic helped Melodics analyze 100% of their NPS survey responses quickly and objectively. Before, Melodics spent days manually reviewing feedback... and could only audit a small portion. With Thematic, they unified feedback from multiple channels and got deep insights in days. This let them align their product roadmap with what users really wanted. Melodics reduced engineering costs and saved time by focusing on features that mattered most to customers.
Vodafone New Zealand used Thematic to improve their customer experience. They wanted to raise their Touchpoint Net Promoter Score (tNPS)... across all teams. Thematic gave them deep insights from customer feedback and helped them spot issues fast. After 9 months, Vodafone saw an increase in tNPS. Thematic also made it easier to find what matters most to customers and track the impact of changes.
Internet Case Studies and Customer Success Stories with Thematic
DoorDash
- Internet
- Large
DoorDash used Thematic to make their research process faster and more flexible. The team needed to do more with less... and handle customer feedback efficiently. Thematic helped them analyze feedback quickly and find key insights. This improved their ability to act on customer needs and optimize their customer experience.
