Thematic Reviews & Product Details

Thematic Overview

What is Thematic?

Thematic analyzes customer feedback to help companies improve NPS, churn, loyalty and other metrics. We pull data from the systems you already use for surveys, social, contact center, and collect your public feedback. Within minutes, your data is analyzed in a consistent way: Our AI discovers specific and actionable themes bottoms-up, and adopts to changes in your feedback. You can easily edit the themes. Our purpose-built reporting & visualizations provide clear visual answer to your questions right out of the box. What drives your metrics, what works, what doesn't, what's new. You can export your data or trigger workflows to automate business processes.

Thematic Details
Website
Languages Supported
Danish, German, English, French, Italian, Japanese, Dutch, Norwegian, Russian, Spanish, Swedish, Chinese (Simplified)
Product Description

Thematic is a CX solution which turns customer feedback into insights using latest AI and powerful visualisations.

How do you position yourself against your competitors?

Unlike competitors, Thematic does not need any training to automate feedback analysis. All you need to do is to provide feedback. Another competitive advantage: Once the feedback is analyzed, you can easily edit the results.


Seller Details
Seller
Thematic
Company Website
Year Founded
2016
HQ Location
San Francisco, CA
Twitter
@getthematic
396 Twitter followers
LinkedIn® Page
www.linkedin.com
18 employees on LinkedIn®

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Customer Insights & Reporting Analyst
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Only the fact that we didn’t utilise it more which was more of a budgeting constraint. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

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.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The themes and the statistical significance of each comment per theme Review collected by and hosted on G2.com.

What do you dislike?

Under a certain price plan, i can't download the themes and the comments that make up the themes. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you have data, and want to get meaningful insights and save time while at it, Thematic is a really good tool to use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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UF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Thematic does what you expect other text tools to do Review collected by and hosted on G2.com.

What do you dislike?

As with any tool that analyzes open-ended text, some refinement of output is required Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Compare it to other tools and see for yourself Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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AA
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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 Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

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.

AT
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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UM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

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.

AH
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Thematic has been a great partner, in allowing our clients the opportunity to dig deeper into guest verbatims. Review collected by and hosted on G2.com.

What do you dislike?

Thematic has been a great partner, no downsides to mention at this time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As mentioned previously, Thematic helps our clients to dig deeper re: guest verbatims. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Making sense of thousands of open-end comments to understand what is driving NPS - helps tell a cohesive narrative between quantitative + qualitative data. Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

Love the "AI + Human Touch" phrasing! Thanks so much for your input.

AA
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

How clever the algorithm is. Visualizations are meaningful and powerful. Review collected by and hosted on G2.com.

What do you dislike?

Not enough flexibility to make changes (e.g. filter management). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting a deeper understanding of our customer's sentiment and where we could focus to improve their journey. Review collected by and hosted on G2.com.

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IT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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 Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

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.

Principal
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

There were a few issues in the beginning on how they collected our data, but they resolved them very quickly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Insight Mapping and Detractor Management
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Makes my job easy and provide great analysis that allows me to identify areas to focus on Review collected by and hosted on G2.com.

What do you dislike?

Nothing that i could think of, since support listen to my needs and build around my requirement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Highly recommend thematic, if you need easy to use with professional result and amazing support then this is the right tool for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Identify areas for improvement by analyzing customer sentiment using thematics Review collected by and hosted on G2.com.

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The fact that they can work with small datasets. Review collected by and hosted on G2.com.

What do you dislike?

The product can be more user friendly for untrained users. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Thematic allowed us to also look at the comments we received from our customers. Review collected by and hosted on G2.com.

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Response from Alyona Medelyan of Thematic

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.

AR
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Provides impact of each theme/subtheme on rating/NPS Review collected by and hosted on G2.com.

What do you dislike?

Unable to format a few things like adding fiscal quarters Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Determining greatest frustrations of customers by division, community, etc.

Determining what is increasing or decreasing ratings/NPS Review collected by and hosted on G2.com.

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Behavioral Research Practice Lead
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Head of HR Operations
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

eNPS aggregation

Comb through many comments by theme and then drill down to actual comment

Easily slice and dice eNPS data effortlessly Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Establish what you really want to accomplish, the team @ Thematic can help! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We used to manually aggregate eNPS data, this is a total game changer, we can now spend more time being strategic with the data. Review collected by and hosted on G2.com.

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UF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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 Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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! Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It seems to be the best qualitative theme option that also implements NPS! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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! Review collected by and hosted on G2.com.

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Do you work for Thematic?