How Raven Housing Trust are creating meaningful change for tenants with actionable insights

Raven’s Customer Experience Challenges

Despite collecting extensive customer feedback through Tenant Satisfaction Measures (TSM) surveys and other channels since January 2023, Raven Housing Trust faced several challenges:

• With an abundance of data from various sources Raven were experiencing information overload making it hard to analyse all data sources and take the correct course of action, they couldn’t "see the wood from the trees"
• Time consuming manual analysis in excel spreadsheets means less time to focus on things that will actually make a difference to customers
• The manual approach risked overlooking valuable customer feedback and key insights that can be the catalyst for making a difference 
• Raven struggled to understand the impact of previous actions taken based on customer feedback
• The team needed to go beyond satisfaction scores to understand the drivers of positive and negative experiences and dig down to the root cause of problems

The Solution

After meeting Wordnerds at a conference, Raven Housing Trust was impressed with the solution offered. They collaborated on a proof of concept to determine if we could provide the deeper, more efficient analysis they needed.

Wordnerds Implementation Process

Joanne Silner, Head of Customer Experience described the implementation as "really, really simple and collaborative." 

Their requirements for a customer feedback analytics platform included:

• An intuitive, easy to use platform, designed to be operated by the customer insight team without requiring IT department involvement
• Wordnerd's Customer Success team worked with Raven to ensure reports could be effectively shared with all stakeholders
• Self service capability was crucial and the team maintained control of the platform, making the process straightforward

The Wordnerds Solution

Wordnerds helps Raven to deliver:

• Categorised Insights: Collation of insights into top TSM-related categories, broken down into specific themes so they can dig deep into specific issues
• Sentiment Analysis: Each category and theme receives a sentiment score ranging from positive to negative based on customer language to understand customers feelings
• Prioritised Actions: Breakdown of the biggest drivers of dissatisfaction with recommended actions to improve Customer Satisfaction
• A visual format that clearly and powerfully communicates customer sentiment across the business

The Impact

The partnership with Wordnerds has transformed how Raven Housing Trust understands and responds to customer feedback in a number of ways:

• Time previously spent on analysis is now dedicated to driving improvements and strategic resource allocation
• The team now has confidence they're focusing on actions that will drive the biggest improvements in satisfaction
• Supporting "One Raven" Culture: Bringing the customer voice to life for frontline staff, leadership, and the board
• Monthly infographics as part of their "Every Interaction Matters" campaign help drive accountability for service delivery and behaviours
• Teams now strive for positive sentiment scores in their areas, a bit of healthy internal competition never hurts! 
• Service Improvement Planning: The analysis has become fundamental to designing their annual service improvement plan
• Raven can now show customers how their feedback is shaping service delivery

Ongoing Collaboration 

Raven Housing Trust describes their relationship with Wordnerds as a journey that continues to evolve. Wordnerds is currently working on two additional proof of concepts for Raven, demonstrating flexibility in addressing new challenges.

The Bottom Line

For Raven Housing Trust, the value of Wordnerds comes down to spending less time analysing data and more time driving improvements based on customer feedback. As the Head of Customer Experience puts it:

"To truly demonstrate to our customers that we're hearing their voice, [it's] about the delivery of tangible actions, and the report is allowing us to spend less time on analysing the data and more time demonstrating to our customers that we're driving improvements through their feedback."