Sainsbury's · Retail
When 2 million surveys tell you everything and nothing
How Sainsbury's CSAT & Customer Closeness team turned 4.5 million voices a year into proactive decisions — without predefined categories.
Customer stories
Wordnerds customer stories are case studies of real teams — across retail, housing, transport, travel and the public sector — turning customer feedback into measurable decisions. Real teams, real numbers, real change; filter by sector to find a peer in yours.
Sainsbury's · Retail
When 2 million surveys tell you everything and nothing
How Sainsbury's CSAT & Customer Closeness team turned 4.5 million voices a year into proactive decisions — without predefined categories.
Avanti West Coast · Transport
Tens of thousands of comments, zero manual tagging
How Avanti West Coast's Voice of Customer team analysed 1.3 million voices across surveys and social — and saved over 7,000 working days of manual tagging.
Sovereign · Housing
10 hours a week back in their pockets
How Sovereign freed 10 hours a week from manual tagging and made Wordnerds an integral part of root-cause analysis for 130,000 residents.
The Guinness Partnership · Housing
Predictive insights from ivy to damp and mould
How The Guinness Partnership turned informal comments about plants into data-driven evidence of damp and mould risk — and moved towards predictive insight.
Transport for Wales · Transport
When station teams said 'all clear' but social media told a different story
How Transport for Wales surfaced onboard mask-compliance concerns hidden in untagged social comments — and acted before sentiment slipped.
Raven · Housing
From data overload to driving change
How Raven Housing Trust stopped drowning in spreadsheets and spent its time driving tangible improvements from tenant feedback instead.
bpha · Housing
Three months behind to one day ahead
How bpha went from quarterly reports that were three months out of date to analysing 100% of feedback on day one — and hit a C1 RSH rating.
Greater Anglia · Transport
Tables, toilets, and targeted action
How Greater Anglia mapped feedback to each stage of the rail journey — and found that tables and toilet cleanliness moved satisfaction as much as punctuality.
Town & Country Housing · Housing
From Excel hell to evidence-based action
How Town & Country Housing swapped hours of manual Excel coding for a single view of resident feedback — and used it to hold a contractor to account.
Inghams · Travel & Hospitality
Rapid analysis when every second counts
How Inghams unified feedback across its ski, Lapland and walking brands and turned analysis around inside the critical six-week booking window.
DWP · Public Sector
Making a real difference to the lives of people, every day
How DWP Digital moved beyond costly manual research to understand the needs of 20 million users at scale — surfacing the stress that surveys had missed.
