Case Study: Instacart improves customer experience across its marketplace with Thematic

Instacart uses Thematic to analyze feedback across 4 customer groups

Instacart, a four-sided marketplace serving consumers, personal shoppers, retailers, and advertisers, faced the challenge of understanding and solving distinct customer experience issues across its entire ecosystem. To gain a holistic view, Ant Marty's product operations team at Instacart used Thematic to analyze app review data from their consumer and retail partner apps.

Thematic provided Instacart with a 360-degree view of how a single issue, like app crashes or out-of-stock products, would ripple across all four customer types. This allowed the team to identify key themes, prioritize root causes, and validate the effectiveness of fixes through near real-time feedback analysis. The solution empowered Instacart to move from siloed data to actionable insights, ensuring they were building and fixing the right things to improve the customer experience for all sides of their marketplace.

Instacart