Music Theory is rarely mentioned as to why Melodics users gave the NPS score they did Melodics had originally chosen to not include music theory in their lessons, but when they received seemingly mixed feedback, they were were unsure whether to include it as a module in the lessons they provided. “This was a touchy subject in the Melodics office, since lots of people had a opinion ”. One of those moments concerned whether to include music theory in their lessons. Melodics had a very interesting Aha! moment when finding out if customers were interested in a certain product or not. “Then, we sent the second set of data a day after demo, and a few days later the portal was updated with the new available data.” Big Aha! moments “We got immediate access to the Thematic portal, which was super useful”, says Stokes. Just a few days later Thematic team had set up the data and went through it with both Sams. The collection of data using Surveygizmo was quick, and thereafter they sent the first CSV with responses to Thematic. What could we do to improve our service? (Free text response).Why did you give that score? (Free text response).Are you likely to recommend Melodics to family and friends? (1-10).However, Surveygizmo wasn’t able to analyze the data the way we wanted to”, says Stokes. “From the initial set up to sending out the survey, it only took us 3 days in total to receive responses. Melodics could easily and quickly set up and send out the survey through Surveygizmo (one of the tools that Thematic integrates with seamlessly).
It was quick to set up and send out surveys We have run surveys in the past to collect feedback, but it usually meant manually going through the results, which takes a couple days”. Thematics AI-based technology provided the perfect solution for Melodics.Įxplains Stokes: “Other survey platforms have reports or word clouds, but they don’t provide anything substantial or meaningful.
#Melodics subscription manual#
Stokes had looked at traditional offerings on the market and did not find a provider that was able to solve Melodics’ core challenge: provide deep insights on customer feedback with little manual intervention from anyone at Melodics.Įxcept for Thematic. Melodics’ goal was to get insights on their customers at critical moments in their journey – those “moments of truth”. And with limited resources dedicated to customer insights, and a customer experience team that was still being built, it was difficult to get an objective answer to the critical question “what really matters to our customers?”Īnd let’s be honest, “looking at a big CSV file is a nightmare, and it can be difficult to get any insights out of it”, says Sam. Melodics started sending Net Promoter Score (NPS) surveys, but, like many companies, found themselves struggling to leverage the responses effectively. Melodics’ aim was to understand what users actually wanted, so that they could provide them just that, by aligning their priorities and develop a roadmap of future features and development. Align priorities based on customer wants and needs They also have a private Slack group where they can get direct feedback from subscribers. Sam Stokes explains that they previously collected most of their customer feedback from their in-app system, as well as from their customer support team. We talked to Sam Gribben, CEO, and Sam Stokes, Head of Customer Experience, to see why they chose Thematic to help them get critical insights on their customers. This is a game-changer in the industry as music lessons are traditionally seen to be “boring, expensive and time-consuming” (as per the Melodics website). The app makes learning music relevant, rewarding and most of all fun. Melodics has found an innovative and easy way to teach music, providing lessons from contemporary, respected musicians. Melodics Music is an app that teaches you to play MIDI keyboards, pad controllers, and drums. I’d like to share with you the story of how Melodics got some pretty big Aha! moments when they started digging deeper into their feedback data. It’s always inspiring to hear how our Thematic clients are able to leverage insights derived from analyzing customer feedback. Melodics' big Aha! moments through analyzing customer feedback Customer Experience Customer Metrics Feedback Analysis
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