From Ignored to Indispensable: The Proven, Step-by-Step CX Insights Mastery Blueprint in < 6 Days! Get free access
Get clear, real-time visibility into the drivers of your customer experience and NPS scores. Thematic’s AI turns raw, unstructured feedback into emerging issues, KPI impact analysis, and trend signals that show which themes are improving or declining. With clear priorities in hand, teams know exactly where to focus to improve scores faster.
Turn customer feedback into clear, prioritized insights. Thematic’s Impact and Score Change Analysis guides you through five steps—from theme discovery to impact, trends, segmentation, and AI-driven recommendations—showing exactly what’s affecting your CX scores and where to act next. Follow the steps to discover how Thematic gives you clarity
Thematic uses AI-driven thematic analysis to turn raw, unstructured customer feedback into clear, granular themes.
This is where clarity begins - your teams instantly see what customers are talking about, how they feel, and which topics need closer investigation.
Thematic automatically helps you:
Once themes are identified, Thematic calculates their statistical impact on your KPIs—CX scores, NPS, CSAT, digital metrics, retention signals, and more.
Instead of guessing which issues matter most, you get quantified insight into what truly moves your numbers.
With Impact analysis you can:
With Thematic’s Score Change Analysis, you see what’s driving CX metrics up, down, or stagnating. It’s easier to define and prioritize initiatives, secure executive buy-in, and clearly demonstrate your team’s impact - so you can finally link customer experience improvements directly to commercial and operational outcomes.
With score-change analysis you can:
Different customer groups experience your product differently. Thematic makes it effortless to filter impact and trends by any segment—persona, region, journey stage, account type, channel, and more. You instantly see what matters most to whom.
Segment level insights help you:
Thematic’s Ask Thematic AI combines deep analysis with natural language explanations, so you get precise, actionable insights—along with the charts. Ask Thematic delivers the summary and the long tail of insights, with source data you can dive into, and generates recommendations your teams can act on with confidence.
Ask Thematic AI empowers you to:
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Don’t get distracted by feedback noise. Thematic helps you identify the impact of themes and subthemes on performance metrics, see how they are improving or slipping over time, and drill down for rich context — so your team can quickly align on which actions matter most and why.
With Thematic we can see exactly how the initiative impacted feedback. Not only in overall sentiment but also in the retention metrics. And that helps us think about how to build new features
Emma Glazer, DoorDash
When feedback piles up, it’s hard to know what’s broken and who’s involved. Thematic’s HeatMap reveals feedback themes that matter for each product feature, customer segment or location - so you can drive accountability where needed and then build empathy to take action.
Prior to Thematic, it was a constant struggle for us to make sense of open-ended data, as well as being time-consuming. Now, we can efficiently create audience-dependent insights which add value right across the business.
Alison Schoerman, LinkedIn
From AI and data governance to robust architecture and enterprise-grade security, Thematic helps you break down data silos with efficiency and peace of mind - to get more value from unstructured feedback.
Learn About Thematic Data GovernanceSupport demanding workloads of sensitive customer data with always-on, encryption and enterprise-grade security - including geographic hosting, observability and disaster recovery, regardless of region.
As your organization matures in its feedback analytics, Thematic scales with growth and integrates smoothly with existing tools and workflows - without requiring an overhaul
We meet the highest industry compliance standards, including SOC 2 Type II, GDPR and CCPA - and have successfully passed every audit since starting operations.
Thematic enforces role-based access controls, with unique login identifiers and built-in audit logs for complete visibility into data and user activity - simplifying data governance at scale
Use existing metadata—spend, tenure, region, plan type—to instantly segment feedback and prioritize issues affecting your highest-value customers.
Build multiple theme structures or customer intelligence lenses across your feedback data sources - to meet the needs of different audiences, driving better decisions across the customer journey.
Thematic AI discovers themes without setup. Human experts review and adjust in minutes using Theme Editor to ensure insights match strategic priorities.
Explain theme logic along with accuracy and coverage metrics so executives trust insights and confidently fund decisions based on your analysis.
Build department-specific views with interactive graphs and customer-oriented KPIs so every team owns their feedback outcomes and stays aligned.
Thematic AI references real customer quotes, never hallucinates insights, and alerts you to unreliable base sizes for confident self-service adoption - removing insight bottlenecks.
A basic analysis tracks theme volume, while impact analysis shows how much of an impact a theme has on a quantitative indicator (such as NPS, satisfaction, churn rate, account value) over a period of time.
The platform provides a combination of features to help you pinpoint what matters most. Our customers find our waterfall analysis of historical impact trending to be very useful in the work of prioritizing issues. It enables them to go beyond volume, impact and segment analysis to explain why metrics changed over time, whether week to week, month on month, etc, and to track the impact of an initiative on the business.
Thematic identifies “pain points” or triage feedback in a myriad of ways. Apply sentiment filters for negative comments, or out of the box filters such as “issues” or “questions”. Use metadata such as platform, dataset, channel, segment in heatmaps to spot where a pain point is arising.
Use Thematic to cross tab, correlate or dive into structured and unstructured data, to understand the impact of feedback on the business. Thematic will show historical trends and marry the quantitative and qualitative data to give you a complete understanding of what matters to your customer, how, where and who with.
Thematic AI automatically discovers the majority of themes from ~1 million comments within an hour or two. No training is required and the AI does not require “supervised categorization”. A person needs 30mins to 2 hours to review themes and adjust them. It depends on how long you want to spend refining themes and how deep you’d like the validations. We can help with suggestions based on the resources available to you.
A theme discovery feature lets you discover themes in your usual workflow and save them for new analysis.
Every business has unique vocabularies, data formats and reporting needs. Thematic AI analyzes feedback in minutes with a bottom up method, for a full discovery of themes and customer perspectives. Use the Theme Editor to validate the AI’s understanding of feedback, and tailor the theme lens (or taxonomy, if you like) to fit your business structure. We can help with customization based on the resources available to you.
Thematic AI processes and mines feedback for themes, sentiment, synthetic scores, triage categories. These become new variables that can be tracked over time, analyzed with your metadata and drilled down into for deep understanding.
Data can be aggregated in individual datasets and across all datasets for a unified view (for example, looking at support cases separately from survey data)
As long as feedback is provided in text form, our AI analyzes it. We can also dissect multiple phrases and separate voices (such as support person vs customer). Our platform clearly displays conversations, chats, verbatim comments, so you can explore these in the analysis.
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