Real-World Case Studies and Customer Success Stories with Thematic

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.
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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.
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Thematic helped Art. com speed up customer feedback analysis. Before, one person handled all insights, making the process slow and...disconnected. Now, every team uses Thematic monthly to access feedback and make decisions. Thematic's platform lets teams quickly filter and view results, saving time and making insights easy to use. Leaders use Thematic's impact analysis to find what affects retention and spending, helping them focus on the right actions.
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Thematic helped LendingTree analyze over 20,000 customer comments in 90 days. LendingTree used Thematic’s AI to get better insights from... feedback data. The platform made it easy to find what drives NPS and customer pain points. Product and CX teams used these insights to improve decisions and lower acquisition costs. Thematic saved hundreds of hours in data prep and analysis. LendingTree approved 3 million loans and funded $260 billion, helping 111 million people.
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Thematic helps LendingTree analyze over 20,000 customer comments in 90 days. LendingTree uses Thematic's AI-powered feedback analytics to identify NPS... drivers and pain points. The platform automates data preparation, saving hundreds of hours for the insights team. Product and CX teams use Thematic dashboards to design solutions for specific customer needs. Thematic enables LendingTree to shift from product-led to customer-led decisions and quickly address customer issues.
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Thematic helped Atom bank unify feedback from seven channels, including app reviews and call center notes. The platform removed data... silos and built a central insights system. Atom bank used Thematic's AI to measure customer attitudes and identify key themes impacting customer experience. They saw a 40% drop in device issue calls, a 69% reduction in mortgage request calls, and 110% growth in their customer base. Thematic's analytics empowered Atom bank's CX team to advise leadership and improve products.
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Emma Glazer is a marketing director at DoorDash. She wanted to better understand what matters most to DoorDash delivery drivers.... She used Thematic to quickly process and analyze large amounts of driver feedback. Thematic helped her team find key themes and measure the impact of changes. They used these insights to improve app features, marketing, and driver retention. Emma says Thematic made it easy to see results and build trust in the company.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Melodics needed better insights into what their users wanted. Their team spent days manually reviewing feedback and could only look... at a small part of the responses. Using Thematic, they quickly analyzed all their feedback and got clear insights. This helped them focus on the most important features for their product roadmap. They also reduced engineering costs and saved time by knowing what mattered most to users.
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