[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-0-en-105":3,"doc-seo-661080-105":59,"doc-detail-661080-en":130},{"code":4,"msg":5,"data":6},0,"success",[7,13,18,23,28,33,38,43,48,51,55],{"id":8,"doc_module":4,"doc_module_name":9,"category_name":10,"show_sort_weight":11,"slug":12},1,"Document","Story & Novel",90,"story-novel",{"id":14,"doc_module":4,"doc_module_name":9,"category_name":15,"show_sort_weight":16,"slug":17},2,"Literature",80,"literature",{"id":19,"doc_module":4,"doc_module_name":9,"category_name":20,"show_sort_weight":21,"slug":22},4,"Exam",70,"exam",{"id":24,"doc_module":4,"doc_module_name":9,"category_name":25,"show_sort_weight":26,"slug":27},5,"Comic",60,"comic",{"id":29,"doc_module":4,"doc_module_name":9,"category_name":30,"show_sort_weight":31,"slug":32},6,"Technology",50,"technology",{"id":34,"doc_module":4,"doc_module_name":9,"category_name":35,"show_sort_weight":36,"slug":37},7,"Healthcare",40,"healthcare",{"id":39,"doc_module":4,"doc_module_name":9,"category_name":40,"show_sort_weight":41,"slug":42},8,"Research & Report",30,"research-report",{"id":44,"doc_module":4,"doc_module_name":9,"category_name":45,"show_sort_weight":46,"slug":47},9,"Religion & Spirituality",20,"religion-spirituality",{"id":46,"doc_module":4,"doc_module_name":9,"category_name":49,"show_sort_weight":46,"slug":50},"World Cup","world-cup",{"id":52,"doc_module":4,"doc_module_name":9,"category_name":53,"show_sort_weight":52,"slug":54},10,"Lifestyle","lifestyle",{"id":56,"doc_module":4,"doc_module_name":9,"category_name":57,"show_sort_weight":24,"slug":58},19,"General","general",{"code":4,"msg":60,"data":61},"ok",{"site_id":62,"language":63,"slug":64,"title":65,"keywords":66,"description":67,"schema_data":68,"social_meta":123,"head_meta":125,"extra_data":127,"updated_unix":129},105,"en","sky-tv-understand-your-subscribers","Sky TV - Understand Your Subscribers","","Sky TV needed to explain why key metrics reflected customer experience and customer service NPS, and to turn continuous subscriber feedback into practical actions. The company evaluated Thematic after struggling with an older survey analysis tool that required expert setup, had unclear translation from results to actions, limited intranet publishing, complex UI, and no automated survey-provider integration. Thematic provided low-touch theme detection, seamless survey-to-analytics workflow, interactive visualisations, and easy intranet-ready outputs. 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The goal was to produce actionable insights from weekly surveys and other feedback channels.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"What problems did Sky TV face with the traditional survey analysis tool?",{"text":117,"@type":113},"The tool required expert setup and manual theme additions, made it unclear how to translate results into actions, was difficult to publish on the intranet, had a difficult UI, and could not automate integration with survey providers.",{"name":119,"@type":110,"acceptedAnswer":120},"What kinds of insights did Sky TV generate using Thematic?",{"text":121,"@type":113},"Thematic supported insights into the impact of price increases on NPS, the effect of losing coverage for a sporting event on specific customer subsets, and correlations between customer statements and viewing numbers.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},661080,1793157260,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":24,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":81,"language":139,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":140,"faqs":141,"seo_title":142,"seo_description":67,"update_tm":129,"read_time":39},5909890329169,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","[getthematic.com](getthematic.com)  \nCASE STUDY  \nSky TV: Understand your subscribers  \nExecutive Summary  \nSky TV, a New Zealand pay television provider, needed to understand the reasons behind company metrics such as viewing experience and customer service NPS. They chose Thematic because of how quickly this solution turns customer feedback into actionable insights. Thematic’s flexible visualisations helped surface customer feedback across the company. Sky TV’s customer insight team needed to put very little effort to implement this solution. This case study describes Sky TV’s decision process and demonstrates three sample insights delivered by Thematic.  \nSky TV: New Zealand’s largest paid TV network  \nSky TV is one of NZ’s best known companies and has been selling paid satellite TV for nearly 30 years. It is publicly listed with a revenue of over $900 million. The company has over 1200 staff and services nearly 900,000 customers.  \nCustomer insight is crucial in a competitive market  \nFor years Sky TV was able to maintain a relative monopoly in paid TV, but the rise of alternatives such as Netflix, Lightbox, and other TV streaming options made this sector more competitive. Customer insights became key to understanding subscribers’ needs. A team of five analysts specialising in customer analytics, qualitative research and data science implement Sky TV’s voice of customer. Every week they survey thousands of customers, in addition to running focus groups, research studies, social media listening and call centre analysis.  \nTraditional approaches don’t scale  \nThe customer insight team used an older generation tool for survey responses. This tool had many powerful features. For example, the analysis can be exported and re-used in other modelling projects. But the team faced many difficulties when using this tool in every day:  \n• An expert user was required to set up the tool and to add any new emerging themes  \n• Translation of results to actions wasn’t clear  \n• Publishing the results on the company’sintranet was difficult  \n• The tool had a difficult user interface  \n• Integration with survey providers could not be automated  \n[getthematic.com](getthematic.com)  \nKey needs for understanding subscriber’s feedback  \nUnderstanding the advantages and disadvantages of traditional analytics tools has helped the customer insight team finalise their requirements for an ideal solution:  \n\n| Need: Low touch\u003Cbr>Description: They do not want to spend anytime configuring categories for each new survey. At the sametime, the solution should capture existing and emerging themes in all new surveys. |\n| --- |\n| Need: Seamless workflow\u003Cbr>Description: Ideally, data should be flowing automatically: from survey\u003Cbr>provider to text analytics to\u003Cbr>visualisation solution, returning\u003Cbr>the results back to the user. |\n| Need: Easy access to data\u003Cbr>Description: They do not want to use another external dashboard to view the\u003Cbr>results. They need the ability to\u003Cbr>export the analysed results. |\n\nNeed: Straightforward integration  \nDescription: The analysis results need to be easily integrated in their existing intranet dashboards.  \nSky TV evaluates Thematic  \nHead of Customer Insight at Sky TV, Troy Stanton, discovered Thematic when the product was about to be released. He found that it fit the requirements well:  \n• Thematic is built specifically for extracting insights from survey responses.  \n• Thematic is low touch, meaning that the insight team did not have to do any configuration themselves, other than provide the raw survey responses.  \n• Thematic can detect emerging themes without pre-configuring those themes.  \n• Thematic’s interactive visualisations let you zoom in on the feedback that matters.  \n• Thematic can be configured to automatically retrieve the dataset from a location and then email the results to a specified address.  \n• Thematic returns the original spreadsheet with responses, each coded with one or several themes and sentimen","cbCail7qcmAnLdqk","https://ap.wps.com/l/cbCail7qcmAnLdqk","pdf",393104,"English","# Executive Summary\n# Sky TV: New Zealand’s largest paid TV network\n# Customer insight is crucial in a competitive market\n# Traditional approaches don’t scale\n# Key needs for understanding subscriber’s feedback\n# Sky TV evaluates Thematic\n# Thematic delivers actionable insights about the subscribers\n## Insight 1: What’s the impact of price increases on customer experience?\n## Insight 2: How important is losing the coverage for a sporting event?\n## Insight 3: Do people tell the truth?","[{\"question\":\"Why did Sky TV need a better way to understand subscribers’ feedback?\",\"answer\":\"Sky TV wanted to connect customer feedback to metrics such as viewing experience and customer service NPS. The goal was to produce actionable insights from weekly surveys and other feedback channels.\"},{\"question\":\"What problems did Sky TV face with the traditional survey analysis tool?\",\"answer\":\"The tool required expert setup and manual theme additions, made it unclear how to translate results into actions, was difficult to publish on the intranet, had a difficult UI, and could not automate integration with survey providers.\"},{\"question\":\"What kinds of insights did Sky TV generate using Thematic?\",\"answer\":\"Thematic supported insights into the impact of price increases on NPS, the effect of losing coverage for a sporting event on specific customer subsets, and correlations between customer statements and viewing numbers.\"}]","Sky TV - Understand Your Subscribers | PDF"]