# Thematic Reviews **Vendor:** Thematic **Category:** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics) **Average Rating:** 4.8/5.0 **Total Reviews:** 43 ## About Thematic Enterprise CX teams were promised that AI would turn customer feedback into decisions. Instead they got static taxonomies that drift, black-box AI they can't defend, and a different version of the customer story in every channel. AI agents make this worse. Built on fragmented data, they scale the inconsistency and risk. Thematic is the customer intelligence layer that fixes the foundation. We unify surveys, tickets, calls, reviews, and social into one source of customer truth, with every theme traceable back to the raw comments behind it. The same grounded layer feeds your dashboards, your teams, and the AI agents acting on customer signals. When teams are able to understand and act on data, the outcomes are measurable. Time-to-insight drops from days to minutes. We consistently see NPS gains of 5 to 35 points, which compounds into retention and referral revenue. A top-10 grocery retailer drove $4.8M in attributable revenue from a single 6-month pilot. A digital bank cut call volumes on their top three contact reasons by 69%. Forrester measured a 543% three-year ROI with payback under six months. Teams go from AI summaries they can't verify, or rigid text analytics buried in their CX platform, to insights they can stake a decision on. We sit on top of the existing CX stack (Medallia, Qualtrics, Snowflake, Gemini) and integrate via MCP with AI models. Up and running in days, not quarters. That’s why the world’s most innovative CX programs trust us, including DoorDash, Albertsons, and Mitsubishi. ## Thematic Pros & Cons **What users like:** - Users value the **ease of use** of Thematic, enjoying its intuitive interface and quick access to data insights. (7 reviews) - Users appreciate Thematic's **excellent customer support** , noting their helpfulness and accessibility in resolving issues effectively. (4 reviews) - Users appreciate the **quick and effective data summarization** features of Thematic, enhancing their understanding and decision-making processes. (3 reviews) - Users value the **quick insights generation** that enables efficient data analysis and timely decision-making. (3 reviews) - Users praise Thematic's **easy-to-use user interface** , highlighting its intuitiveness for managing themes and accessing reports. (3 reviews) - Customer Insights (2 reviews) - Users appreciate the **ease of use** of Thematic, enabling quick analysis and effective support from the team. (2 reviews) - Intuitive (2 reviews) - NLP Capabilities (2 reviews) - Quick Analysis (2 reviews) **What users dislike:** - Users find the **setup process to be overly complex** , requiring significant time and effort for data source integration. (1 reviews) - Users find the **difficult setup** process time-consuming, impacting the overall experience with Thematic. (1 reviews) - Users find **filtering issues** frustrating, needing to reselect filters for different data sets each time. (1 reviews) - Users find Thematic's **scoring mechanisms confusing** , making it challenging to influence metrics effectively. (1 reviews) - Users find Thematic's **scoring mechanisms unclear** , making it challenging to understand how actions impact scores. (1 reviews) - Users find Thematic's scoring mechanisms, particularly the **Impact score** , challenging to understand, complicating their decision-making process. (1 reviews) - Slow Performance (1 reviews) ## Thematic Reviews ### 1. Fast, Flexible Data Summaries That Save Time **Rating:** 4.5/5.0 stars **Reviewed by:** Lynn S. | Sr Manager - Learning and Development, North America, Enterprise (> 1000 emp.) **Reviewed Date:** January 15, 2026 **What do you like best about Thematic?** The software very quickly provides an overall summary of the data and breakdown of topics to understand the positives and opportunities from the data. I have had the flexibility to add the filters and themes I want captured for relevancy to those who will receive the results. It shortened my time in summarizing comments to provide information in a timely fashion. Best part is that I could interpret my own results and not rely on the vendor to tell me what my data said. **What do you dislike about Thematic?** No downsides. One suggestion is to be able to set a filter first and then select the data to analyze. Right now, I have to reselect my filters each time I change the data set. **What problems is Thematic solving and how is that benefiting you?** We do a yearly pulse survey. Thematic helps us take free form comment fields and categorizes the data for me and provides a quick summary of the themes to focus on. It also allows me to see the comments in each category so that I can evaluate it for any comments that might need to be prioritized. ### 2. Quick Insights and Actionable Themes with Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Jin W. | Client Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Thematic?** Thematic rapidly uncovers themes in client verbatim feedback, giving us a fast start in making sense of all types of feedback, whether it's NPS, CSAT, or one-off surveys. Even more valuable is how it enables us to monitor these themes over time, which is incredibly useful for driving actionable improvements. The support team is excellent as well. In my experience, Thematic's ability to discover and categorize themes surpasses that of other, much more expensive solutions I've tried in the past. The user interface is easy to use too. I highly recommend Thematic! **What do you dislike about Thematic?** There’s really nothing I dislike about Thematic. However, if I had to mention something, it would be that Thematic’s scoring mechanisms—especially the Impact score—are not easy to grasp. Leadership frequently asks how many points we might influence by taking certain actions, but I realize that in practice, it’s not always that straightforward. **What problems is Thematic solving and how is that benefiting you?** Our business has made Net Promoter Score one of our main KPIs. However, due to the sometimes nebulous and vague nature of NPS, we struggled to pinpoint the specific issues we needed to address in order to improve our score. With Thematic, we were able to quickly identify our eight key NPS themes, which allowed us to focus on the areas that could truly make a difference. This has provided the leadership team with greater confidence, and, more importantly, has given us a clear path to enhancing our client experience. ### 3. Unified Insights Unlocked with Thematic Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Kirsten R. **Reviewed Date:** January 16, 2026 **What do you like best about Thematic?** I use Thematic to bring disparate sources of customer insights together into one platform, which helps us understand customer sentiment and trends both as a whole and by source. Thematic removes unconscious bias by providing theming based on customer feedback and sentiment around those themes without us having to set up key word models. I love the Answers feature because it allows users across the company to ask questions and understand customer feedback across all channels without having to know exactly what they are looking for. It's so easy to use that anyone in the company can get the information they need, ensuring the customer voice is present in all aspects of business. **What do you dislike about Thematic?** I'm looking forward to using the Analysis view for more than one data source at a time. Also, the initial setup took more time than we initially thought, and getting the various data sources and theming done has been an extensive process. **What problems is Thematic solving and how is that benefiting you?** n/a ### 4. Fantastic platform that delivers insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2024 **What do you like best about Thematic?** Thematic has a great user interface in the portal, it is really easy to use and understand. Creating and managing themes is really easy an intuitive. The product quantifies qualitative data really well. Everyone at Thematic has been great to interact with, always helpful, and always accessible. The team have helped us considerably with solving problems, sharing their expertise, and making efficient progress on several streams of work. The quality of text analytics functionality is ahead of other providers, quality of the reporting in the portal is very useful. The interface in the portal is easy to use. **What do you dislike about Thematic?** No significant drawbacks. Some aspects of the system requires ongoing effort to continue to keep the results relevant and up to date. **What problems is Thematic solving and how is that benefiting you?** Thematic enables us to quantify qualitative feedback in a really efficient way, and easily scales up to cover a large volume of comments. ### 5. My User Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Kazim B. | Manager Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2024 **What do you like best about Thematic?** The Dashboard interface is very user friendly and reports visibility is very good. My rating is as per my experience of the portal, it give me easy access to fetch the reports and provides accurate data for making further decisions. My overall experience with your product is awesome. **What do you dislike about Thematic?** At the moment I do not dislike any thing so far. **What problems is Thematic solving and how is that benefiting you?** It give me easy access to fetch the reports and provides accurate data for making further decisions. My overall experience with your product is awesome.The Dashboard interface is very user friendly and reports visibility is very good. ### 6. Finally a product that inspires confidence **Rating:** 5.0/5.0 stars **Reviewed by:** Devyani H. | Customer Experience Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2024 **What do you like best about Thematic?** Love the ease of implementation and use, quick turnaround times, and the product features esp - summaries, score change & answers. The Thematic team is great to work with! We love that the CS team is always willing to lean in to help and support us. **What do you dislike about Thematic?** Nothing really to dislike - for a small organisation, they are creating a giant footprint! **What problems is Thematic solving and how is that benefiting you?** Helping us unlock the power from customer feedback to translate into customer strategy and actionable outcomes ### 7. Text analytics made easier **Rating:** 4.5/5.0 stars **Reviewed by:** Nisala R. | Insights Specialists, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2024 **What do you like best about Thematic?** I like the ability to quickly analyze open ended text. A great tool to analyze text with ease **What do you dislike about Thematic?** An ideal scenario would be an integration to the data warehouse **What problems is Thematic solving and how is that benefiting you?** Seemless analysis of a lot of open ended survey questions. Relating these feedback to influence of NPS is super awesome. ### 8. Fan of Thematic's Ability to Save Time and Create Heros **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Thematic?** I am responsible for all market and voice of the customer research at a mid-size and reasonably mature SaaS company. At any point in time, we may have 5 to 12 in-field surveys running, either transactional non-stop CX or point-in-time specific projects to derive insights for various stakeholders. While we get good quant that allows us to get a read on opinion as well as track over time, everyone knows that the gold lives in the verbatims but dealing with the volume is nightmarish. Thematic for us has been a godsend. It does an excellent job using a single view to break down the verbatims into themes displayed by volume, sentiment and impact on our beacon metric, often but not exclusively NPS. Additionally, it does a superlative job, using GenAI in summarizing a theme or sub-theme down to a single paragraph making it clear what are these folks trying to say. I would also add that their Customer Success team is excellent, taking us out of the “do-it-yourself” zone, which some suppliers rely on to “do-it-for me” which saves us on headcount time, frustration and best use of skills. Bottom line, the time saved, the productivity gains and the insights derived are worth their weight in gold. We started small but continue to add more and more of our survey verbatims into our Thematic instance. Call me a Promoter. I am all in on this amazing product and supplier. **What do you dislike about Thematic?** I can't think of anything negative to say about this product **What problems is Thematic solving and how is that benefiting you?** 1. Saving lots of time 2. Getting very specific as to what survey takers are saying as a group 3. Allowing us to quickly find those quoteable nuggets to accent the quant in surveys 4. Identifying the key themes that either lift or depress our NPS 5. Summariing the most important insights and takeaways from our survey verbatims. This is truly listening to the customer. ### 9. Key tool for CX research analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Thematic?** Thematic easily lets me compare themes over time and their impact on NPS. The customer support is better than anything I have used. **What do you dislike about Thematic?** Haven't made use of Dashboards yet, but that could be user error. **What problems is Thematic solving and how is that benefiting you?** Saves time in text analysis and provides useful insights that I may have missed using other tools or manually. ### 10. Great for Q & A approaches **Rating:** 3.5/5.0 stars **Reviewed by:** brady p. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2023 **What do you like best about Thematic?** I like that Thematic is simplistic but versatile in it's approach. It allows me to ask the system a "question" such as why did our rating drop in May for Collagen Protein Bars? With little effort I can find a orderly list of themes related to poor performance or quality issues. **What do you dislike about Thematic?** I think some members find it difficult to get over the erroneous themes or sub themes that are put out. I would like to see more improvements on the NPS/Sentiment scoring as the general themes sentiment do not always go hand in hand with the actual tone of the consumer. **What problems is Thematic solving and how is that benefiting you?** It is organizing the various Amazon, Ecom, and direct consumer feedback and outputting specific themes/sub-themes that can be leveraged into actionable deliverables for our renovation, innovation, and quality teams. ### 11. Love Thematic **Rating:** 5.0/5.0 stars **Reviewed by:** Susan C. | Director of Brand experience, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Thematic?** It is so helpful to see our feedback organized around central themes and then see the sub-themes within the main ones. The numerous options for filtering our data give many different ways to look at and interpret the information. I also appreciate that there is an unlimited number of users for the system. This lets us assign access to the system and then our users can determine and pull the information that is most important to them based on their role within our company. **What do you dislike about Thematic?** I wouldnt say this is a dislike related to the software specifically, but its a bit challenging for the initial setup. There are many ways to look at data and establishing your primary themes can be a bit challenging. The team at thematic was great to help build those early themes but then as we thought it about it more, we realized we needed to adjust those. It takes time to think through the best way to represent your data and its not something to just casually attempt. Early on, we had to tweak and re-tweak our setup. Again, not a reflection on the technology but more a learning curve to working with our data. **What problems is Thematic solving and how is that benefiting you?** We receive a high volume of feedback that previously, was very overwhelming to filter through and make sense of. We knew we had a lot of great information contained in our verbatims but no easy way to assemble it or put it in any relevant context without a lot of heaving lifting by a dedicated person, which we do not have. This tool fills our gap of not enough staffing and really operates as a resource in this space. ### 12. Excellent tool to analyze NPS data & trends in order to make concrete improvements in your business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Thematic?** Thematic has been a very insightful and useful tool for tracking and understanding NPS data & trends. Moreover, it allows us to see how we compare against other parts of the country in the different survey sources and scores. **What do you dislike about Thematic?** Sometimes Thematic takes a few clicks to find what you're looking for. For example, the "Date" options do not match our company's fiscal quarters and year, meaning you must manually click to get the exact timeframe and therefore data you need. **What problems is Thematic solving and how is that benefiting you?** Thematic allows us to see common themes over time. Furthermore, it helps us see where we are excelling in our customer experience and where we are falling short. With those insights, we are able to make concrete improvements to our policies and processes. ### 13. Great tool, great team! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Thematic?** Thematic helped us bring the voice of the customer closer to the staff, who have the power to take action on the customer feedback. The impact view helped us prioritise the things that significantly affect the Net Promoter Score. As a result, it helped us improve our NPS and the overall customer experience. My overall experience working with the team was extremely positive. I appreciate the support, flexibility and continuous innovation. I also want to highlight that client support is one of Thematic's strengths, aside from having a user-friendly and insightful platform. **What do you dislike about Thematic?** Getting the themes right is important, and you need to spend time and effort to modify/edit the themes to get the most out of it. **What problems is Thematic solving and how is that benefiting you?** It highlights the pain points of our customers, and it allows us to focus on the action that matters to them. Using Thematic helps drive action within the organisation and helped us improve our customer's experience. ### 14. Thematic User Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Thematic?** The customer support by Austin and team are truly, a differentiator A+ **What do you dislike about Thematic?** The lack of lucene query syntax as an option makes the usage/set up of themes more complicated than it needs to be. It should be an option. **What problems is Thematic solving and how is that benefiting you?** NLP modeling of unstructured customer feedback data ### 15. Powerful, yet easy to get started **Rating:** 5.0/5.0 stars **Reviewed by:** Chris J. | Head of Member Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Thematic?** After speaking with several players in the space, Thematic jumped to the top of my list for several vital reasons - Team: Austin and the team were always very responsive to my requests and worked with me on a plan to meet my unique needs - Ease of Use: I was up and running on the tool within 15min, with only a couple of questions here and there as I dove deeper into the functionality. - Time to Insight: Their AI model does a great job to jump-start your categorization model with the ability to merge, tweak, add new themes quite easily - Open to Feedback: Not only does Thematic allow you to listen to your customers, but they live that value every day by actively engaging their end customers (YOU) on how they can make the product better. Highly Recommend Alyona and the Thematic Team - Chris **What do you dislike about Thematic?** More integrations would make it easier to get data in/out of the Thematic. Also, some additional reporting views around sentiment would be helpful to quickly get a sense of the overall tone of the theme. Both requests I know they are actively working on (see point above) **What problems is Thematic solving and how is that benefiting you?** Our primary good is voice of the member insights covering several different listening posts, including Net Promoter Score (NPS), CSAT, and market research surveys. Within my first hour of using Thematic, I was able to identify the top reasons which were pulling our NPS up/down from month to month. This waterfall visualization is by fore my favoriate ### 16. Essential resource for making the most of customer insights **Rating:** 5.0/5.0 stars **Reviewed by:** Emma G. | Director - Dasher Marketing, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2021 **What do you like best about Thematic?** Thematic empowers us with information to help make the right decisions, and I love seeing themes as they emerge. We get real-time signals on issues our customers are experiencing and early feedback on new features they love. I love looking at the week-over-week breakdowns and comparing segments of our audience (market, tenure, etc.) Thematic helps me understand what’s driving our metrics and what steps we need to take next. **What do you dislike about Thematic?** There's not much I dislike about the platform, to be honest, and I appreciate how receptive and proactive the team is when minor bugs arise. **What problems is Thematic solving and how is that benefiting you?** I’m obsessed with our customers' NPS. I start my day by reading comments. I used to spend a lot of time analyzing the data from our survey provider manually. Thematic was able to automate a considerable part of this workload. It helps us to keep a pulse on the business and spot emerging trends. When stakeholders ask questions, e.g. "Are gas prices affecting our customers?" I can immediately answer, "Yes, this is a negative theme on the rise, and we should take action." We also use Thematic to inform our product roadmap and track changes in metrics as we implement improvements. We know that if we focus on improving experience driven by insights in Thematic, we'll see the benefit in other business metrics. ### 17. Exceptional Insights on Survey Verbal Responses **Rating:** 4.5/5.0 stars **Reviewed by:** Tom P. | Principal, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about Thematic?** Their software did an exceptional job of creating very actionable themes from relatively the relativel small (under 1,000) responses we have as a B2B services company. No other software package we looked at could do this. Their overall dashboard and impact analysis was incredibly useful. **What do you dislike about Thematic?** There were a few issues in the beginning on how they collected our data, but they resolved them very quickly. **What problems is Thematic solving and how is that benefiting you?** Understanding the reasons behind NPS and overall satisfaction scores. We've been able to show specifically which themes have the greatest potential impact on the scores and we've found it to be very actionable data. ### 18. It's making my life so much easier! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2021 **What do you like best about Thematic?** I have been battling with a megaspreadsheet that just isn't working for me. I have been spending hours cleaning data when I should be analysing what is going on and helping my organisation take action in the areas that will help us achieve our goals. With the help of Nicolas in Thematic I am turning that spreadsheet into dashboards that can be used by different people in the business to work out their next best move. **What do you dislike about Thematic?** I am still learning about how to use the tool but I guess the only issue is that the megaspreadsheet will need to retire! **What problems is Thematic solving and how is that benefiting you?** It's about getting access to the answers, and getting visibility about customer experience accessible to more people. I thought I would have to churn out charts and clean data forever but I can see the light at the end of the tunnel. ### 19. Great UI, Saves Time, and World-Class support! **Rating:** 5.0/5.0 stars **Reviewed by:** Artem C. | Sr. Program Manager, Research Operations & Outreach, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Thematic?** Thematic is a very intuitive tool to use. It boasts a robust level of granularity, allowing the user to see the general breadth of verbatim Themes, dig into the sub-themes, and further into the sentiment of the open text itself. This, paired with the ability to filter the responses by segments, trend the data and themes over time, and visualize the impact of open text on KPIs such as NPS, makes it a potent tool for anyone looking to get insights. My team and I have found using Thematic saves us time, which is critical when working against product timelines. This speed is both parts due to the tool's usability and the world-class support that Thematic offers to its users. The Thematic customer success team shows great compassion and always seeks to understand our specific needs from project to project. As an example of their support, because of the volume of text we analyze with Thematic, I needed a better way to keep track of the internal usage and they built me a dashboard to do that! **What do you dislike about Thematic?** Natural Language Processing isn't easy and will change as how we use language changes. The Thematic team is keeping up with the change, and as they grow, I've no doubt they will set the standards for the industry. I am excited to see how the product evolves! **Recommendations to others considering Thematic:** If you are considering an NLP solution that saves you time, give Thematic a try. It is quick to onboard with a few conversations about your business needs that will pay dividends on the insights you gain and the time you save in reviewing open text or seeing how your customer's responses change over time in relation to your KPIs. **What problems is Thematic solving and how is that benefiting you?** We at LinkedIn use Thematic to analyze open-ended responses we collect from our Market Research surveys. We use them for trended NPS/CHurn projects with refined themes as well as for one-shot raw outputs. It saves us time and resources in both cases. ### 20. Drill down and hone in **Rating:** 4.5/5.0 stars **Reviewed by:** Adeline C. **Reviewed Date:** June 01, 2021 ### 21. Powerful tool, easy to use, easy to get started... **Rating:** 5.0/5.0 stars **Reviewed by:** Jason B. | Founder / Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2021 **What do you like best about Thematic?** Thematic has been great to work with and incredibly responsive. They got us up and running quickly and held our hand every step of the way. Support and answers are an email away. The tool is powerful and so easy to use. The interface is very intuitive and does a nice job visualizing data and trends. It’s really helped us figure out where to prioritize our efforts – and gives us the ability to see improvement over time. **What do you dislike about Thematic?** When it comes to implementing a theme strategy would have preferred a framework or guide that “teaches me how to fish” rather than an expert doing it for me. **What problems is Thematic solving and how is that benefiting you?** Thematic has given us the confidence to launch several strategic initiatives to go after large friction areas in our customer experience. ### 22. Thematic review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about Thematic?** the data they have available enables us to really analyze customer processes **What do you dislike about Thematic?** UI could be improved a bit in my opinion **Recommendations to others considering Thematic:** nope **What problems is Thematic solving and how is that benefiting you?** gaining insights into my customers and potential customers ### 23. We selected Thematic and have not looked back! **Rating:** 4.5/5.0 stars **Reviewed by:** Desmond M. | Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2021 **What do you like best about Thematic?** We selected Thematic to be our partner after reviewing and assessing multiple vendors and options over a 3 year period. Cost, value for money, accuracy, reliability, service and support were critical and on those points, Thematic delivers. Nick, Nicholas and Alyona have been there when we needed our hands to be held. They've supported us with sales meetings and introductions and, when things have gone wrong, they've been quick off the mark to find and fix issues. No other company we dealt with (and there were many) have cared as much. We especially like how transparent the solution is. Our clients shy away from "black boxes" and need to understand (and trust) the science behind the art. With Thematic, we've been able to add significant value to our existing client relationships. We've found new (and often surprising) insights. And most importantly, we've been able to demonstrate, with real evidence, exactly how much of an impact specific issues customers mention have on their experiences and care. **What do you dislike about Thematic?** Given that most of our work is in the Healthcare space where technical jargon and weird comments prevail, it took us longer than we would have liked to "train" the software in the initial setup phase. It also took a lot of "hands on" time for us to fully appreciate the value the solution has and being able to share this knowledge with time poor customers so they can use the platform independently has been challenging. Thematic have improved the interface and knowledge base significantly since we started and are always on hand to help so even though we had these challenges, they've been manageable and worth the "pain" to get where we are at today. **Recommendations to others considering Thematic:** Take the time to think about what you really need and how you will implement, introduce and scale a solution like Thematic. Know that Thematic won't be able to answer every question perfectly and with 100% accuracy all the time but it can be improved and it can be "trained" to look in the right places. Plan your implementation up front and acknowledge it will be a learning process. Above all, don't be afraid to reach out to the Thematic experts for help and guidance. As much as you might think your situation is unique, chances are it isn't and the team there will probably be able to help you faster than if you "bumbled" through things yourself! **What problems is Thematic solving and how is that benefiting you?** Our clients collect a myriad of comments about their health experiences from people across the socio-economic spectrum and have never been able to properly quantify / understand / hear / action what respondents are saying. With Thematic, we've been able to turn questions into answers within seconds. We've been able to tell our clients EXACTLY what they need to focus on and they've been able to measure EXACTLY what the impact of their work / initiatives has been. Understanding / analysing comments "at scale" has been perennial challenge and the focus (pre Thematic) was on the squeaky wheel (i.e. whichever manager / client moaned the most / loudest). With Thematic, we have an evidence-based framework so the right things get done at the right time for the right reasons and that's been huge. ### 24. Great analytics, easy to use, visually rich **Rating:** 5.0/5.0 stars **Reviewed by:** Steve W. | Director of Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about Thematic?** Ability to drill down to see the context and find the "signal amidst the noise." It's one thing to bucket information into categories - I like how Thematic allows for correlation and gives me the ability to easily select and compare the various data points. Historical trends are easy to analyze as well. **What do you dislike about Thematic?** I wish it would analyze my data instantaneously - give those AI bots some RedBull! **Recommendations to others considering Thematic:** They have a great team that can help you explore the product with a proof of concept to ensure it will meet your goals. Lean on that team! **What problems is Thematic solving and how is that benefiting you?** The AskNicely Experience Management Platform is biased towards action with as near real-time feedback as possible. Thematic.io picks up from there - providing the deeper analytics and trend analysis to satisfy the big picture needs of the Board, Senior Leadership, and research wonks. ### 25. Great AI Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Musa H. | Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2021 **What do you like best about Thematic?** 1. I used it for qualitative analysis and trending, and I liked the themes and sub-themes, and I can set it up to look at the data from different LoBs data set. 2. I liked the theme impact on the NPS score and compared them to period or another LoB; it drove the point and where to invest in improving the experience. And apply the trend, you would see if there were improvements or not. 3. I liked the customer sentiment score, which was an eye-opener to the team. **What do you dislike about Thematic?** I don't know if you call it dislike but training the engine is critical to get accurate results; as we put more data and finetune the categories - we got 85 to 95% accuracy. We saved time with additional new customer feedback. I got a team to look at the themes and analysis the feedback in a matter of hours rather than days, and sometimes, it used to take us two weeks before using Thematic. The key is spending time early to put your theme strategy and working with the Thematic team to implement it. **Recommendations to others considering Thematic:** Make sure you understand AI and ML technology and not the hype and set the right expectations. **What problems is Thematic solving and how is that benefiting you?** 1. Value - I was able to put qualitative and quantitative results side by side to pinpoint customer challenges and opportunities. And provide convincing recommendations backed by data. 2. Efficiency - I had a small team, and I want to be able to use our resources wisely. Thematic helped me organize the feedback that we got from different transactional surveys and relationship surveys. 3. Speed - The team was able to tune around the feedback and share the analysis & trends with the governance body for review in a matter of hours. ### 26. Easy to use text analysis with great support team **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy L. | Customer Insights & Reporting Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2020 **What do you like best about Thematic?** The tailored support based on specific user experience. Nicholas and Nick were a great help in understanding how we can best use thematic to understand changing and evolving customer themes. Also the functionality of thematic through a simple to understand user interface. The native charts were useful as it reduced effort to display information in presentations. **What do you dislike about Thematic?** Only the fact that we didn’t utilise it more which was more of a budgeting constraint. **Recommendations to others considering Thematic:** Consider what your volume of current text analysis is and how you are able to provide these insights to the business. Using thematic you can increase output of insights across large data volumes for a reduced input of work required. Their maybe an education piece required to teach stakeholders of what the data means (relative sentiment scores) but once you start you have a constant measure to use as an additional Tool for insights analysis. **What problems is Thematic solving and how is that benefiting you?** Translating customer behaviour to specific business divisions who are able to take Action Based off the insights. This is a profitable exercise. Also the reduced need to manually wrangle data. **Official Response from Alyona Medelyan:** > Thanks so much for your review Tim! Love your point on "profitable exercise". Ultimately, insights from feedback should lead to actual return for the company: reduced call center volumes, faster adoption and user growth, increased retention. ### 27. Insightful Information **Rating:** 5.0/5.0 stars **Reviewed by:** Mahnatse C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2020 **What do you like best about Thematic?** The themes and the statistical significance of each comment per theme **What do you dislike about Thematic?** Under a certain price plan, i can't download the themes and the comments that make up the themes. **Recommendations to others considering Thematic:** If you have data, and want to get meaningful insights and save time while at it, Thematic is a really good tool to use. **What problems is Thematic solving and how is that benefiting you?** Getting information from a large amount of data. Being able to see what makes up the themes. Cutting through the noise from a lot of information to get insights that makes it easy to make well informed business decisions. ### 28. Excellent text analysis tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Thematic?** Thematic does what you expect other text tools to do **What do you dislike about Thematic?** As with any tool that analyzes open-ended text, some refinement of output is required **Recommendations to others considering Thematic:** Compare it to other tools and see for yourself **What problems is Thematic solving and how is that benefiting you?** Thematic analyzes and categorizes thousands of open-ended text responses into common themes. With the output I can quickly quantify open-ended comments and understand what customers are telling us. Thematic is great because it does what one would expect an open-ended text analysis to do: automatically and accurately bucket comments into corresponding themes for easy analysis. They even quantify the impact of the themes with your CX metrics so you can see what is driving NPS or satisfaction up and down. I've evaluated several of these tools and Thematic was easily the best. ### 29. Excellent functionality, excellent service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2020 **What do you like best about Thematic?** Thematic's platform makes it easy to get actionable insight from our data. I really like the way the platform is able to quantify the impact of a particular topic or theme on our customer metrics. The platform also produces visualisations that are ready to lift and drop into stakeholder presentations, this saves a lot of time and effort. The Thematic team have invested a lot of time and effort in understanding our data, customers and research programs and are always insightful and responsive. **What do you dislike about Thematic?** The only thing that can be difficult in using Thematic is not having the ability to self-serve ad-hoc or one off data analysis. It would also be great to have a greater ability to manipulate visuals in the platform. **What problems is Thematic solving and how is that benefiting you?** We are using Thematic to: - Better understanding of our customer data (surveys, chats, complaints, social media etc.). The tool has been extremely useful in identifying pain points in our customer experience and quantifying the benefits of improvement projects. - Better understand our customer and front-line team sentiment - Improve the way we report our customer metrics to business stakeholders **Official Response from Alyona Medelyan:** > Thanks so much for your input! We are adding the ability to easily create a new dataset and upload data by either dragging and dropping a CSV or connecting to a data source, e.g. SurveyMonkey. You'll be able to even setup the analysis yourself. Excited for you to try it out! With regards to manipulating visuals, that's a bigger task. We'll get in touch to learn more about what you have in mind. ### 30. A user-friendly and intuitive platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2020 **What do you like best about Thematic?** Thematic is easy to navigate and as an administrator, it gave more control on theme refinement than other insight platforms. It enabled the themes to be grouped according to the business's approach to NPS insights. **What do you dislike about Thematic?** The themes in Thematic are set and maintained by the end user. This can be either a blessing or a curse. If the administrator is aligned with the business requirements, it will be successful. If the administrator is not, the themes will not add value and insight. **What problems is Thematic solving and how is that benefiting you?** Thematic can add value when it comes to new and emerging trends in customer feedback. E.g. with the recent pandemic, themes relating to customers Working from Home, talking about lockdowns etc. were all able to be analysed easily. This meant that new strategies could be implemented to better suit the new customer experience. ### 31. Very user friendly and a great software to have! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2020 **What do you like best about Thematic?** Thematic is extremely user friendly, which is why my company, MMGY Global, decided to parter with their team when we were selecting a software to help our client easily review consumer product data. Having very little experience reviewing large amounts of data, such as open ended user comments, Thematic and the team were able to help us easily digest product information in order to identify product issues and easily resolve them. The software also helped my company and client when it came to deciding what marketing messaging would most resonate with our clientele by pulling out key words from the reviews our customers were actually saying about our product. I would absolutely recommend Thematic and the team to anyone looking for a software that can quickly analyze large amounts of consumer data. **What do you dislike about Thematic?** Though the Thematic team did do a lot of the heavy lifting in the initial set-up, the client does need to do a lot of set-up work as well to train the software to pick-up on certain items you'll want to measure, such as branded words. However the software is extremely easy to navigate and the Thematic team is super helpful during the set-up process. **What problems is Thematic solving and how is that benefiting you?** My company and client used Thematic to easily measure and review large amounts of open ended consumer product comments. The software helped us quickly and easily review these comments and pull out key words to identify what consumers liked and disliked most about our product. **Official Response from Alyona Medelyan:** > Glad that we could help your team digest product comments. Agree that there was some amount of set-up to teach Thematic which product names meant the same thing. While Thematic discovers most themes automatically (without the need labelling of data or training), it won't always know the specific branded terminology. For example, there might not be enough data to learn that "ps4 slim" is the same as "playstation 4 slimline". Luckily, these can be easily added in our Themes & Concepts editors. ### 32. Valuable Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Thematic?** Thematic has been a great partner, in allowing our clients the opportunity to dig deeper into guest verbatims. **What do you dislike about Thematic?** Thematic has been a great partner, no downsides to mention at this time. **What problems is Thematic solving and how is that benefiting you?** As mentioned previously, Thematic helps our clients to dig deeper re: guest verbatims. ### 33. Instant insights tied to NPS metrics. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2020 **What do you like best about Thematic?** The platform is easy to use and provides a method to measure the themes by volume, impact, and score. It allows you to drill down in each of the themes and see the comments related to the themes. The ability to see the changes overtime and related themes is very helpful in understanding the comments. **What do you dislike about Thematic?** The reporting capabilities could use some improvement. We find we often create our own reports and graphs vs using the ppt included in the tol. **What problems is Thematic solving and how is that benefiting you?** We have used Thematics data to help us determine the customer pain points of focus and made improvement plans based on the data. Once improvements are implemented we can track the success by the way the them impacts our NPS. ### 34. AI + Human Touch to Improve Efficiency & Generate Deeper Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2020 **What do you like best about Thematic?** Team is easy to work with - very responsive and open to feedback to customize the tool to our needs. Appreciate their willingness to partner on adjustments to their roadmap and to work through ways that our team can get even more out of our use of Thematic. Quick and seamless upload process from taking our raw data and getting it into the portal in a digestible fashion so that teams can begin analysis. **What do you dislike about Thematic?** Initial codeframe set-up required a bit more time and input from my end than expected, but they have since streamlined the process and the time spent was a worthwhile investment in the long-term. **What problems is Thematic solving and how is that benefiting you?** Making sense of thousands of open-end comments to understand what is driving NPS - helps tell a cohesive narrative between quantitative + qualitative data. **Official Response from Alyona Medelyan:** > Love the "AI + Human Touch" phrasing! Thanks so much for your input. ### 35. Amazing software managed by great people **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2020 **What do you like best about Thematic?** How clever the algorithm is. Visualizations are meaningful and powerful. **What do you dislike about Thematic?** Not enough flexibility to make changes (e.g. filter management). **What problems is Thematic solving and how is that benefiting you?** Getting a deeper understanding of our customer's sentiment and where we could focus to improve their journey. ### 36. Thematic Customer Feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2020 **What do you like best about Thematic?** Thematic is a fantastic company to work with, very helpful and committed to support us in our endeavors to understand and derive insight from our customer feedback. **What do you dislike about Thematic?** The tooling does what i expect, we did have to iterate a little because we tried to over complicate our categories but with the teams support we ammended to make more simple and insightful **What problems is Thematic solving and how is that benefiting you?** To help us derive insight from our customer feedback, to be able to identify specific drivers of positive and not so positive NPS so we can make changes based on those identified drivers **Official Response from Alyona Medelyan:** > Glad to hear that we helped you with your focus on drivers of NPS. And you are right, it's important to know both: positive and not so positive things to paint the full picture and help different departments in their work. ### 37. Life saver **Rating:** 5.0/5.0 stars **Reviewed by:** Ronald S. | Insight Mapping and Detractor Management, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Thematic?** Makes my job easy and provide great analysis that allows me to identify areas to focus on **What do you dislike about Thematic?** Nothing that i could think of, since support listen to my needs and build around my requirement. **Recommendations to others considering Thematic:** Highly recommend thematic, if you need easy to use with professional result and amazing support then this is the right tool for you. **What problems is Thematic solving and how is that benefiting you?** Identify areas for improvement by analyzing customer sentiment using thematics ### 38. Great Product and Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Enterprise (> 1000 emp.) **Reviewed Date:** July 04, 2020 **What do you like best about Thematic?** The fact that they can work with small datasets. **What do you dislike about Thematic?** The product can be more user friendly for untrained users. **What problems is Thematic solving and how is that benefiting you?** Thematic allowed us to also look at the comments we received from our customers. **Official Response from Alyona Medelyan:** > Good point on user friendliness. It's tricky to make an analytics platform both easy and powerful and it's definitely a focus. Every month we are shipping improvements in this area. ### 39. Helps organize responses and prioritize for actionable insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2020 **What do you like best about Thematic?** Provides impact of each theme/subtheme on rating/NPS **What do you dislike about Thematic?** Unable to format a few things like adding fiscal quarters **What problems is Thematic solving and how is that benefiting you?** Determining greatest frustrations of customers by division, community, etc. Determining what is increasing or decreasing ratings/NPS ### 40. Smart product, outstanding team **Rating:** 5.0/5.0 stars **Reviewed by:** Ajantha S. | Behavioral Research Practice Lead, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2018 **What do you like best about Thematic?** Thematic's is among the smarter NLP products I've used. The platform is fairly intuitive. I find the quantification of NPS categories - i.e. Impact Scores - particularly useful as it enables us to prioritize the areas of immediate attention on which to focus our limited resources. It also bears to call out that this team is outstanding. The swift nature of work has enabled us to get to more complex response calculations easily. They are an intellectually curious bunch. They test new things in the platform not just becauseI've raised an issue, but because they are genuinely keen on finding solutions that don't exist. **What do you dislike about Thematic?** As with any NLP platform, it takes a few tries to get the algorithm to classify feedback categories accurately. Instead of having to rely upon the Thematic team to do this for me, I'd like to have the ability to test/ play with categories myself. **What problems is Thematic solving and how is that benefiting you?** Consumer feedback is essential, and I want it to go way beyond a singular NPS number, which can easily become meaningless without context. The context and potential business impact of each component of consumer delight or frustration is what is most impactful for me. Besides, having an org.-wide accessible dashboard is easy to get all stakeholders to engage and interact with what used to be boring data. ### 41. Easily comb through alot of data **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel R. | Head of HR Operations, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2019 **What do you like best about Thematic?** eNPS aggregation Comb through many comments by theme and then drill down to actual comment Easily slice and dice eNPS data effortlessly **What do you dislike about Thematic?** Not alot not to like, I wish there was a way (which I'm sure there is) to only allow users to see their department stats only- Would love to be able to multi select multi departments @ the eNPS dashboard **Recommendations to others considering Thematic:** Establish what you really want to accomplish, the team @ Thematic can help! **What problems is Thematic solving and how is that benefiting you?** We used to manually aggregate eNPS data, this is a total game changer, we can now spend more time being strategic with the data. ### 42. Fantastic platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2019 **What do you like best about Thematic?** 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. **What do you dislike about Thematic?** 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. **Recommendations to others considering Thematic:** It takes a while to get the platform set up with the filters, verbatim themes, etc, exactly as you need them. However, the effort to get your baseline data working "right" is worth it in the long-run. **What problems is Thematic solving and how is that benefiting you?** Through Thematic, we have been able to quantify the NPS (or other metric) impact of taking action to address a verbatim theme. This has made it much easier to get projects across the line, with hard data that we can use to measure success of an initiative, and ### 43. Everything we need **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Thematic?** 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! **What do you dislike about Thematic?** 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. **Recommendations to others considering Thematic:** It seems to be the best qualitative theme option that also implements NPS! **What problems is Thematic solving and how is that benefiting you?** Qualitative data analysis - I used to have to go through every comment by hand, physically counting when a certain theme was brought up. This is way more efficient! ## Thematic Discussions - [What is the programming language used to create this, purely out of interest. It’s very clever !](https://www.g2.com/discussions/30176-what-is-the-programming-language-used-to-create-this-purely-out-of-interest-it-s-very-clever) - 1 comment - [View Thematic pricing details and edition comparison](https://www.g2.com/products/thematic/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-03+17%3A03%3A15+-0500&secure%5Bsession_id%5D=19c63816-995c-444c-bdcc-1f8ca8166ec1&secure%5Btoken%5D=26fde67b0bccfdbecd4207351299e2cd23fb27c5badaa237ee343b82b5ac798b&format=llm_user) ## Thematic Integrations - [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) ## Thematic Features **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Setup** - Integration - Maintenance - No-Code **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Data** - Security - Data Visualization **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Analysis** - Automation - Named entity recognition - Keyphrase Extraction - Topic Analysis - Sentiment Analysis - Language Identification - Syntax/Part of Speech Parsing **System Management** - Security - System Monitoring **Customization** - Pre-Built Parameterization - Custom Extension **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization ## Top Thematic Alternatives - [Chattermill](https://www.g2.com/products/chattermill/reviews) - 4.5/5.0 (234 reviews) - [Altair AI Studio](https://www.g2.com/products/rapidminer-studio/reviews) - 4.6/5.0 (493 reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (725 reviews)