Fantastic platform - highly recommend!
Avantages
Thematic is the first verbatim analysis platform I've used that has been able to quantify the impact of addressing a customer verbatim theme on the overall metric score. This means we are able to easily differentiate between verbatim themes that are noise (no impact to an overall metric) and those which are seriously impacting our CX metrics.
Also, the filter functionality allows us to drill down to a depth that gives us confidence that we are shifting the score for right customer segments or other moments that matter to the business.
The team at Thematic are also really open to customer feedback on their platform - and are continually improving the functionality to meet the needs of their users.
Inconvénients
Not a lot to dislike. The team at Thematic are really open about their product roadmap, and using customer feedback to inform their priorities. This has meant that any painpoints we had were usually resolved in their next release.
Everything we need
Thematic has been great to work with. Even with the time differences (New Zealand based), they are relatively quick to respond and quite quick to implement helpful features.
Avantages
Thematic saves me a great deal of time by automatically breaking up NPS comments into themes. Better yet, we can see how specific themes impact NPS scores!
Inconvénients
Honestly, Thematic has worked with us to implement the services we need. I have no dislikes since the company is easy to work with, asks for our feedback, and adjusts their services to better fit our needs.
eNPS insights that are awesome
Avantages
Ability to slice and dice data that otherwise would take forever to do manually-
Love the ability to comb through comment themes and then drill down to the actual comments-
Inconvénients
Don't have alot of cons
I would love to be able to allow users to only see their particular department information
Other than that Im not complaining
Thematic enabled me to quantify the impact of our verbatim themes on our overall CX Metrics - and separate the "noise" from those verbatim themes that the business needed to take action on.
It made it easy to justify recommendations, and measureably track the impact over time.