Relationship surveys are often a foundational element of many CX programs, and are common in B2B businesses or where there is the potential for longer-term customer relationships.
Organizations use survey tools such as SurveyMonkey or Qualtrics to collect feedback independent of any touchpoint in customer journey. Feedback is typically about the company as opposed to a specific product. Thematic combines this feedback with financial data, such as customer spend and retention data, to identify what drives loyalty, higher spend, as well as how companies can predict and prevent churn.
|10||Revenue has grown nearly 10% every quarter since use of Thematic.|
|6pts||NPS has been increasing by 6 points year over year.|