Case Study: Mitre10 makes Voice of Customer actionable with Thematic

Mitre10 turns 20,000 monthly comments into actionable VoC insights with Thematic

Mitre10, a cooperative hardware retailer in New Zealand, faced a significant challenge in understanding its customers despite collecting 20,000 verbatim comments monthly. Their Voice of Customer (VoC) program generated vast amounts of data, but the insights team struggled to articulate clear customer needs, prioritize actions, or explain NPS fluctuations, leaving executives feeling disconnected from the customer voice.

By partnering with Thematic and implementing its AI text analytics service, Mitre10 quickly unlocked actionable insights from their feedback. The solution enabled them to quantify the impact of issues like stock availability on NPS, prioritize website redevelopment efforts, and tailor solutions to specific customer segments. This led to measurable results, including a clear understanding that stock issues cost half an NPS point, empowered development teams, and the ability to connect customer insights directly to strategic business objectives and OKRs.

Mitre10