"We receive large volumes of qualitative feedback. To help us understand subjects such as trust, we needed a tool that would allow us to analyse and understand what was important to our customers - specifically, a way of understanding customer feedback in context. We now track customer sentiment as a key metric across a range of themes, and use sentiment analysis to inform customer journey mapping to assess the performance of new projects. Wordnerds is now an integral part of any root cause analysis we conduct."
- Howard Jones, Head of Customer Feedback at Sovereign Housing Association
Ensure every customer's voice is heard
Quant reporting only provides a narrative on what’s happening, not why.
Tenant Satisfaction Measures are adding a whole new dimension to landlords' responsibilities to their residents. The stated aim of the program is to “rebalance the relationship between residents and landlords” in a way that emphasises the voice of the customer.
Wordnerds provides a cloud-based text analysis software that helps housing associations listen more closely and effectively to residents. Whether it's surveys, live chat, complaints, emails, or call centre transcripts — if there's words, we're your nerds.
A (not-so) fond farewell to manual analysis
Wordnerds has set out to create a platform that allows organisations to hear every voice they are listening for. In the case of housing associations, this is particularly vital. With mounting regulatory pressure and the highest of stakes if something is missed, it is crucial that HAs hear everything their residents tell them.
Working with multiple large HAs has allowed Wordnerds to develop a bank of language models, trained on UK housing data, that enable insights professionals to skip the reading-through-spreadsheets part of their day and get straight to making data-backed recommendations to their organisations.
Want the certainty of both AI and housing industry expertise behind your every decision? Book a call now.
Housing associations use Wordnerds to:
- Improve tenant satisfaction
- Find new and emerging trends among residents
- Achieve consistency across courts / neighbourhoods
- Evidence poor contractor behaviour
- Prevent escalations to the ombudsman by resolving complaints