Case Study: Atom Bank achieves up to 69% reduction in call volumes and 110% year-over-year customer growth with Thematic

How insights fuel growth, trust and efficiencies at UK’s first app-only bank

Atom Bank, the UK’s first app-only bank and top-rated bank on Trustpilot, sought to grow its customer base by improving differentiated customer experiences but faced fragmented, siloed unstructured feedback across three product lines and seven channels. Head of Customer Experience Michael Sherwood partnered with Thematic, a customer feedback analysis solution, to unify and prioritize insights from sources like the App Store, Trustpilot, call-center notes, complaints, Salesforce and surveys.

Thematic used AI-driven theme discovery, extensive integrations and a Customer Goodwill Score to create a single view of the customer and surface the issues that mattered most. As a result, Atom Bank reduced call volumes for the three main contact reasons by 69% (unaccepted mortgage requests), 43% (saving maturities) and 40% (device issues), delivered enterprise analytics across channels, and supported 110% year-over-year customer growth.

Atom Bank

Mark Mullen

Chief Executive Officer