Product Feedback Analysis

Prioritize your product roadmap with insights from in-app feedback, product surveys, and online reviews of your and your competitors' offerings.

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Drive customer satisfaction by prioritizing your product roadmap with insights from in-app feedback, email surveys, or product reviews.

I bet you know your customers' nr. 1 priority. But what's their 2, 3, 4 and 5? And what is their relative impact on the stickiness of your product? Thematic provides the "why" behind behavioural analytics and metrics. We help align team on what customers really want and drive adoption.

We gather all your feedback in one place, easily accessible to anyone in the company. Our AI automatically finds emerging themes in raw feedback, no training requird. You'll immediately see shortcomings and missing features, roadblacks for your customers, as well as what really makes people buy your product.

Product Feedback Analysis Case Studies

Mobile-first bank: Reduced call center volume by 40%

This bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Goals
  • Synthesize omnichannel unstructured feedback as a qualitative system of reference
  • Deliver enterprise customer analytics across 7 feedback channels and 3 product lines
  • Provice core functions with insights to improve operations, including product quality, app experience and complaints handling
Results
40% Reduction in support call volume for key issues
C-Level Insights used in executive reporting and decision making
This bank is the first app-only bank, country's fastest growing mortgage lender and a top-rated bank on Trustpilot.
Our champion
Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.
Our champion
Head of Customer Experience

MMGY + Global Cruise Line: Integrating NPS feedback with RFID data

MMGY Global is the world's largest integrated marketing company specializing in the travel, tourism and hospitality industry, and uses Thematic to analyze feedback for a global cruise line.
Goals
  • Eliminated the need to manually analyze comments
  • Integrated customer data from RFID Medallion Cruise Cards for advanced segmentation
  • Automated reporting to surface top themes from feedback
Results
Focus Thematic visualizations distill customer feedback into Top 3 reports for stakeholders
Answers Ad-hoc reporting let MMGY quickly answer questions from execs on customer experience
MMGY Global is the world's largest integrated marketing company specializing in the travel, tourism and hospitality industry, and uses Thematic to analyze feedback for a global cruise line.
Stephanie Michaud
With Thematic, I always know what issues customers are talking about. There's no way I could do this manually - it would take literally all of my time.
Stephanie Michaud

Sky TV: Scaleable Text Analytics for relational NPS program

Sky Network Television Ltd is a publicly listed pay satellite TV provider with close to a million subscribers.
Goals
  • Produce quantitative analysis of customers feedback at scale
  • Find key drivers of customer touchpoint NPS
  • Provide a self service portal for SKY employees to access
Results
Impact Clear understanding of impact of price increases on NPS
60 Users Receiving Thematic Weekly or Monthly reports
Sky Network Television Ltd is a publicly listed pay satellite TV provider with close to a million subscribers.
Troy Stanton
We've tried manual and automated solutions and have found Thematic to be the most effective and sustainable approach
Troy Stanton
Head of Consumer Insights
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Call Center Provider: Reduced NPS driver analysis time by 90%

This company is the world leader in omni-channel customer experience & contact center solutions, supporting over 25 billion customer interactions annually.
Goals
  • Speed up the analysis of open-ended customer feedback, allowing faster reporting to senior leader and operational teams
  • Identify critical insights on what product and service areas truly matter to customers so that company can take action over time
  • Measure the impact of improvement efforts on NPS over time
Results
95% Reduction in time spent analyzing verbatims
60% Reduction in time spent on reporting for senior leaders
This company is the world leader in omni-channel customer experience & contact center solutions, supporting over 25 billion customer interactions annually.
Our champion
Great product and supporting team, always innovating!
Our champion
Senior Director, Customer Experience & NPS

Melodics: Double user growth through insights from NPS survey

Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Goals
  • Integration with NPS survey data collected by SurveyGizmo
  • Find insights about users at "moments of truth" in their customer journey
  • Align product and R&D teams on customer priorities
Results
2x Faster monthly user growth through insights into what drives NPS
Impact Thematic now surfaces issues to fix and prioritizes them by impact on NPS
Melodics app teaches people to play musical instruments, with lessons from contemporary, respected musicians.
Sam Gribben
The most valuable tools for me were the impact and comparison tools. It was clear, visual, and quick to see the impact. It was just right.
Sam Gribben
CEO
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