Transactional NPS Analysis

Increase your key metrics with insights from transactional NPS (tNPS), touchpoint NPS, episode NPS (eNPS), customer satisfaction (CSAT) or Customer Effort Score (CES)

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Increase your key metrics with insights from transactional NPS (tNPS), touchpoint NPS, episode NPS (eNPS), customer satisfaction (CSAT) or Customer Effort Score (CES)

Survey tools collect feedback after individual customer interactions, such as an online checkout experience or completing a flight. Thematic's AI analyses turns this feedback into deep insights. We tell you what works and what doesn’t, at critical moments in the customer journey.

In a contact center interaction, this may mean identifying which specific processes aren’t working, and why. Or which specific attributes of call-center agents are producing the most positive customer sentiment? Knowing these will help you save customers.

Use case video

Transactional NPS 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

On-demand food delivery service

Thematic was used by the product, insights, and operations teams at an on-demand food delivery service, which exists in hundreds of cities in North America.
Goals
  • Understand why certain markets aren’t growing as quickly.
  • Discover and prioritize issues related to customer adoption.
  • Understand why users are leaving the platform.
  • Improve performance of delivery people.
Results
60x Cost savings compared to traditional market research agency methodology.
5.4pt NPS increase and 2x faster growth since uncovering payment issues in one of the markets.
Thematic was used by the product, insights, and operations teams at an on-demand food delivery service, which exists in hundreds of cities in North America.
Our champion
“Thematic has the fidelity that is required to dig deeper. It's a great tool for investigating specific issues.”
Our champion
Project Manager

Greyhound: Reducing analytics time 20X

Greyhound is an intercity bus carrier serving over 3,800 destinations across North America.
Goals
  • Thematic identifies themes in survey feedback and identifies the impact of those themes on NPS
  • Integrating passenger and station data into Thematic surfaces actionable, station-level insights
  • Sharing station-level insights via dashboards and digests
  • Inform commercial and field teams on strategy and performance
Results
20+pt Increase in NPS from implementing station-level insights from feedback
20X Reduction in analytics time for unstructured feedback
Greyhound is an intercity bus carrier serving over 3,800 destinations across North America.
Matt Schoolfield
With Thematic, things that used to take us two to three weeks to do, we can now do in ten minutes.
Matt Schoolfield
Manager of Commercial Analytics & VOC

Vodafone: Double-digit increase in tNPS

Vodafone New Zealand is one of New Zealand’s leading digital services and connectivity companies and has over 2.3 million customers nationwide.
Goals
  • Reduce time and bias spent manually reading hundreds of thousands of comments annually
  • Align CX, contact center and insights teams around feedback in a shared customer insights platform
  • Drive enterprise-wide NPS improvements, by understanding drivers of digital (online pay) and employee interaction experiences (NPS)
Results
60 hours Time saved by not needing to manually read comments every month
10+pt Growth in tNPS from Thematic insights
Vodafone New Zealand is one of New Zealand’s leading digital services and connectivity companies and has over 2.3 million customers nationwide.
Tania Parangi
Thematic helps us identify themes in customer feedback which informs where our teams should focus their attention.
Tania Parangi
NPS Evolution Manager

Art.com: Making it easy to understand the customer

Art.com is an online e-commerce platform, with over $300M in annual sales, that brings easily accessible, top-notch art to everyone.
Goals
  • Quantify and summarize customer feedback to inform decisions
  • Simplify the process of finding and sharing insights
  • Identify the impact of multiple business functions on NPS
Results
EASY Insights from feedback are now availabe on-demand through portals, and manual feedback analysis has been eliminated
Data-Driven It is now possible to understand the impact of decisions on NPS
Art.com is an online e-commerce platform, with over $300M in annual sales, that brings easily accessible, top-notch art to everyone.
Ajantha Suriyanarayanan
It's so much easier having the platform! Knowing where the pain points are and knowing where we’re receiving kudos from people is huge.
Ajantha Suriyanarayanan
Director of Consumer Insights
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Insurance provider: Eliminated 20 hours of monthly analyst effort

This insurance provider is a nation-wide financial services company providing superannuation and investment products, insurance, financial advice and banking products including home loans and savings accounts.
Goals
  • Save analyst time manually reading and coding comments
  • Match accuracy of manual tagging, and help discover new insights
  • Track changes over time and better inform the business and contact centers
Results
20 hours Monthly time saved by analysts not having to manually read and code comments
3x Insights led to increase in customer communication frequency by 3x - from quarterly to monthly
This insurance provider is a nation-wide financial services company providing superannuation and investment products, insurance, financial advice and banking products including home loans and savings accounts.
Our champion
With Thematic, we can quickly find and share meaningful customer insights - without having to worry about manual analysis.
Our champion
Voice of the Customer Manager