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Customer stories

 

 

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Sovereign Housing Association

Staying Ahead on Tenant Satisfaction

When the stakes are as high as they are in housing, it was essential that every bit of feedback received is heard.

But when volumes are so high, how can you increase tenant satisfaction while simultaneously prioritising service improvements that reduce the problems residents face day-to-day?

This was Sovereign’s objective when they first started using Wordnerds.  

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Northumbrian Water Group

Understanding brand satisfaction

People don't tend to tweet when tap water is clear or when their toilet flushes.

So how do you effectively measure and understand how to increase brand satisfaction, when your brand is only thought about when things go wrong?

This was Northumbrian Water Groups' (NWG) original objective when they first started using Wordnerds.

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Transport for Wales

Keeping Wales safe

When passenger safety is at the core of your brand’s values, you'll always be asking if there is more that can be done to help passengers feel safe.

But discussions around safety are subjective and often personal. And how or where passengers complain varies. So how do get the clearest picture of how they actually feel about a topic so important to your brand?

This was Transport for Wales (TfW)’s main objective when they first started using Wordnerds.

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Transport Focus

Filling the COVID induced data gap

Transport Focus use passenger feedback to influence decision-making, so proper analysis of free-text survey responses is essential to allow them to put transport users are the heart of everything they do. 

See how Transport Focus significantly reduced the time needed to interrogate their data and remove human bias to enable objective, high quality, real-time reporting and data visualisations.

And how they were able to fill the data gap by replacing their 'on the ground' conversations that could no longer happen due to COVID.

READ

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Department for Work and Pensions

Supporting change driven by service users

It was a project that was originally intended to help design a better process for customers using Child Maintenance Services - moving away from telephony to a more digitally supported system.

Then the global pandemic hit, impacting support staff levels and the lives of the parents and children involved in Child Maintenance Services.

See how the Department for Work and Pensions (DWP) pivoted, using the insight from the Wordnerds platform to quickly prioritise service changes when it mattered most, for who it mattered most.

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