How Raven is building data culture and improving tenant satisfaction with Wordnerds

Raven Housing, responsible for the management of over 7000 homes, faced significant challenges in understanding and acting on customer feedback. To overcome these obstacles, they turned to Wordnerds.

Increasing the value of data by reducing the time to insight

Raven's primary issue was the process of sifting through raw customer feedback to identify trends and insights. They lacked a reliable method of quantifying customer sentiment, which hindered their ability to make informed decisions.

By implementing Wordnerds, Raven aimed to:

• Save time spent on manual data analysis
• Accurately identify and understand customer trends
• Develop tangible action plans based on insights from tenant feedback

Areas Raven has seen improvement

Since integrating Wordnerds, Raven has seen a number of benefits to their team and process:

1. Understanding of customer sentiment:

Each month, Raven uses sentiment analysis reports generated through Wordnerds to pinpoint critical areas of focus. For example, they identified recurring dissatisfaction with contractor quality in one neighbourhood, prompting targeted investigations and satisfaction surveys.

2. Improved reporting and decision-making:

Wordnerds' insights are shared across Raven's leadership team, so that the entire organisation has sight of customer feedback. These reports contribute to Raven's performance monitoring and strategic planning; their goal is to foster a data-driven culture.

3. Strategic alignment:

With the leadership team on board, insights from Wordnerds have been instrumental in shaping Raven's strategic objectives. By integrating customer feedback into their strategic plan, Raven ensures that their initiatives align with customer priorities, raising tenant satisfaction and organisational effectiveness.

4. Increased team efficiency:

The time saved through automated data analysis has been significant. Raven now accesses comprehensive insights quickly, allowing them to focus on actionable outcomes rather than data gathering. This efficiency has freed up time for their customer team to concentrate on strategic initiatives and customer engagement.

5. Widespread use across the organisation:

Wordnerds' reports are utilised in various ways, including monthly infographics that highlight both positive and negative customer quotes. These infographics are shared with all staff, keeping the customer voice alive and ensuring that feedback is continuously incorporated into everyday operations.

Using existing feedback to build data culture

Moving forward, Raven plans to expand their use of Wordnerds to improve their service delivery across different parts of the organisation.

Shuna China, Customer Engagement Manager at Raven, emphasises the importance of organisational buy-in when it comes to using software like Wordnerds:

"It's such a font of information. I know it's our raw data, but when it's so easy to extract the meaning from all that feedback, it's easy to see the value of it. I think that's the main thing to bear in mind when you're selling it internally."

Wordnerds has proven to be a valuable tool for Raven, transforming how they handle customer feedback and shaping their strategic direction. The software has not only saved time and resources but also enabled Raven to make data-driven decisions that boost tenant satisfaction.

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