Features of Thematic’s Customer Insight Solution
Survey-specific text analytics
Thematic handles survey specific features, such as comments that contain no real answers, multiple questions per survey and duplicates.
No training required
Thematic does not require pre-defined categories, training data or annotations. Thematic learns survey-specific paraphrases, synonyms and spelling mistakes from raw survey comments.
Code frame extraction
Thematic automatically suggests a code frame, a two-level hierarchy of themes, by using a bottom-up approach.
With each new substantial update to an existing survey, Thematic can detect emerging themes, not present in the previous code frame.
Thematic is not a black box solution. What happens at each step is clear, and results can be adjusted if needed.
Multiple themes per comment
When applying the code frame to survey comments, each comment is not simply categorised. Each comment may contain multiple themes.
Thematic assigns a sentiment score to each theme that captures how emotionally positive or negative people speak about that theme.
Emotional triggers analysis
Thematic can measure actions that trigger specific emotions in customers, such as trust, empathy and being valued.
Thematic translates comments from 103 languages into English prior to the analysis.
Interactive visualisations Thematic generates theme clouds, bar graphs, and time series graphs that provide an overview of key themes, changes in themes, and specifics on each theme, including sample survey comments.
Thematic uses filters in visualisations to highlight differences in customer segments.
Thematic provides key drivers analysis and other statistical data analysis to determine themes that matter the most.