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7 days → 5 hours. 91% faster. $4.8M captured.
That's what Woolworths achieved when they stopped chasing volume and started fixing impact.
You'll learn the exact framework that delivered those results: a proven method to pinpoint what's dragging down your NPS and recover points fast.
You'll discover:
The pattern holds across dozens of companies: teams stop fixing the wrong problems and start recovering points within weeks.
Most companies prioritize by mention rate (volume).
Customers leave based on impact.
Orion Air discovered this gap the hard way.
After a system migration, complaint volume surged. Service issues dominated every dashboard. Leadership mobilized resources for what looked like an obvious crisis.
They ran an NPS root cause analysis in Thematic. The findings surprised them.
Baggage handling wasn't mentioned most frequently. It destroyed NPS and customer lifetime value disproportionately.
80% of those issues were operationally fixable with existing resources.
Orion Air refocused. They fixed specific baggage handling processes first.
Result: 1.6-point NPS increase in that segment alone, contributing to 13% overall improvement with measurable revenue gains.
Volume lies. Impact tells the truth.
Jumping from "what's loud" to "what to fix" wastes weeks.
Follow this order instead:
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This sequence holds up in executive reviews. More importantly, it leads to the right fixes fast.
Atlassian used this exact order to triage 60,000 monthly feedback items. They went from debating priorities for weeks to identifying top fixes in days.
Stop counting comments. Start measuring point drag.
The formula:
Impact = Overall average NPS – Theme-specific average NPS
Customers who mention high-impact themes score you far lower than everyone else. Mention rate is irrelevant.
Real example from Orion Air:
Baggage handling wasn't mentioned most frequently. But it had the biggest negative impact.
OrionAir prioritized it first.
Result: 1.6-point NPS recovery, contributing to 13% overall NPS improvement.
Priority starts where point drag meets fixability. Not where volume peaks.
Volume-based triage sends teams after problems that barely move scores. Impact-based triage shows you which 3 themes to fix first to recover the most points.
After sizing impact, locate where risk concentrates.
Slice impact by:
The same theme might cost you –2 points overall but –8 points in high-value segments.
Instacart discovered this across their four-sided marketplace.
With 10 million consumers, 500,000 shoppers, and 40,000 retailers, they used Thematic segmentation to see how identical complaints affected each audience differently.
When personal shoppers' apps crashed, the impact varied by segment. Instacart needed specifics:
Thematic segmentation revealed where the problem hit hardest. This allowed them to prioritize fixes that protected their highest-value segments first.
Example segment impact table:
Highlight the worst cell. Start there.
Fixes should protect customers who matter most, not those who complain loudest.
Momentum changes everything.
Compare 30/60/90-day windows. Calculate a simple slope. Then classify:
Set a minimum coverage threshold (3-5%) to avoid chasing statistical noise.
Greyhound used this approach to spot accelerating issues in real time. They went from waiting 3-4 weeks for compiled reports to identifying problems within 2 minutes, allowing them to fix issues before they impacted revenue.
Prioritize by Impact × Segment value. Use Trend as your brake or gas pedal.
An issue with –3 impact that's accelerating beats a –4 issue that's declining. You're preventing future damage versus cleaning up past problems.
When NPS drops, leaders want two things: what changed and proof it's real.
Turn raw feedback into an exec-ready attribution story with three visuals.
Show the share of total feedback for each theme.
This prevents overfitting to outliers and sets proper context for your analysis.
Include sample size (N), standard error, 95% confidence interval, and a three-period sparkline.
This proves the trend holds and isn't just noise.
Tie score movement to themes using a period-over-period NPS waterfall. Label positives, negatives, and net change.
Atlassian proved this works with 60,000 monthly feedback entries across products.
They filtered by product line to isolate impact. Tracked stability across periods to rule out noise. Linked pain points directly to metric change.
Teams could distinguish signal from noise instantly, cutting debate cycles and aligning priorities across product groups.
Use this formula to decide what to fix first:
Priority Score = (Impact × Segment Value) ÷ Effort
Where:
Then plot issues on a 2x2 matrix:
Orion Air used this formula to prioritize their baggage handling fix. Despite lower mention volume, the priority score was 3.2x higher than service complaints due to impact and fixability. They shipped it first and recovered 1.6 NPS points.
This formula converts subjective arguments into objective math.
When your VP of Product asks "why are we fixing this first?" you have a defensible answer.
Follow this structured, repeatable plan.
Pull your last 90 days of NPS/tNPS/CSAT scores with associated comments. Include tickets and reviews if available.
Join scores with context metadata:
This segmentation unlocks the insights that matter.
Compute Impact per theme (in points). Slice by Segment to find high-value risk pockets. Mark Trend direction (accelerating or stabilizing).
This is where volume-based assumptions collapse and real priorities emerge.
Score every theme using the priority formula: Priority = (Impact × Segment Value) ÷ Effort
Produce your top 3 fixes with:
Build a one-pager with coverage charts, significance data, waterfall attribution, ranked priorities, and timeline.
Ship quick wins first. Re-measure impacts and trends after 30 days. Adjust roadmap based on verified deltas, not assumptions.
Woolworths followed this exact plan. They went from 7 days of manual analysis to 5 hours of automated insights, uncovering $4.8M in revenue opportunities within their first investigation cycle.
Stop wasting weeks tagging comments manually.
Thematic delivers exec-ready NPS insights from raw feedback in 10 minutes.
The Forrester Total Economic Impact study found impact-based analysis delivered 543% ROI over three years and saved 4,250 analyst hours annually.
Those hours were once spent debating anecdotes instead of fixing issues.
Atlassian shifted from volume-based triage to business-impact triage across 60,000 feedback items per month.
LendingTree analyzed 20,000+ comments per quarter across their product lines with zero setup time. They separated noise from impact and raised CX scores systematically.
Lee King, Head of Insights at LendingTree, explains:
"Thematic works straight out of the box. I can show the business promoters and detractors, and quantify the drivers. Then, it's the richness of the qualitative comments that builds an understanding of how the customer feels and experiences."
Fix what moves the score. Protect customers who matter most. Act on momentum.
That's how you turn NPS analysis into retention and protected revenue.
Bring your last 90 days of feedback to a Thematic demo. We'll run a live root cause analysis on your data.
You'll see your top 3 fixes ranked by priority score and the fastest path to measurable NPS lift.
No generic slides. Just your themes, your segments, your priority scores.
Maurice Fitzgerald, VP Customer Experience at Hewlett-Packard, has this to say about Thematic:
"The results are the best I have seen from any software solution I have tested, by a clear margin."
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