We selected Thematic and have not looked back!
What do you like best?
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?
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 the product:
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 are you solving with the product? What benefits have you realized?
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.
