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Thematic
SCORING AGENT

Keep measuring. Stop asking.

Survey response rates are falling. The pressure to measure customer experience isn't. Thematic's Scoring Agent reads the feedback you already have and generates the outcome metrics your program depends on, without sending a single survey.

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Thematic Scoring Agent dashboard
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LinkedIn logoDoordash logoSemrush logoElectronic arts logoWoolworths logoLending tree logoHP logoMitsubishi logoDeliveroo logoSun Life logo
The Problem

You can't survey your way to the full picture anymore.

Response rates are down. Customers are fatigued. And some of the things that matter most to your business, like trust, effort, and frustration, were never things you could just ask about directly.
Most CX teams are caught between two uncomfortable options:
  1. send more surveys and get fewer responses, or
  2. stop measuring and lose visibility.
There is a third way.
WHAT SCORING AGENT DOES

Your feedback is already full of measurements. Thematic finds them.

Scoring Agent reads unstructured feedback across every channel and generates outcome scores automatically. Conversations, reviews, support tickets, and calls become a continuous measurement layer. No survey required. No rating scale. Just the signal that was already there.
What you can measure

Standard CX metrics: NPS, CSAT, CES. Predicted from real interactions, not survey responses.

Hard-to-measure scores: Trust, effort, frustration, brand promise. Things customers show you in how they talk, not things they'll score on a form.

Custom scores: Define any metric that matters to your business. Pricing perception. Service quality. Feature satisfaction. Thematic builds the scorer to your criteria.

Why the score moved: Every score comes paired with the themes behind it. See which topics pushed a score up or down, by how much, and for which segments. That is what turns a number into a decision.

How themes explain score movement
Synthetic score applied to a customer comment
How it works

Three steps from feedback to scorecard.

01. Connect

Plug in your existing sources: support tickets, chat transcripts, app reviews, surveys, calls. Thematic sits on top of whatever you already have.

02. Score

The agent reads each piece of feedback and assigns a score based on the criteria you define. Scores are consistent, traceable, and updated continuously as new feedback arrives.

03. Analyze

Use scores as filters, pivot dimensions, and impact chart inputs, the same way you'd use NPS or CSAT. See which themes are driving scores up or down, and which segments are most affected.

What you can do

Stop waiting for survey results

Scores update continuously from the feedback that's already flowing in, not on a survey cycle.

Measure what surveys can't reach

Trust, frustration, and effort show up in how customers talk. Now you can track them with the same rigour as NPS.

Find what's behind the number

Combine scores with Thematic themes to see which topics, journeys, and friction points are driving movements.

Trigger alerts and workflows in real time.

Push scores into your data warehouse, CRM, or alerting systems as they're generated. Flag high-frustration interactions before they escalate.

Report on initiatives with precision.

Track a brand promise score after a campaign. Monitor effort scores after a process change. Measure the specific thing you changed, not a blended average.