If you've got a (data) problem, yo we'll solve it...
We have helped HAs at various stages of their data journey, from under-resourced one-man bands to some of
the largest customer teams in the sector. To help you understand where we might help, let’s talk through those issues.
Metaphorically tick all that apply:
- I’m drowning in data*, with no time to analyse it
- I’m manually tagging data*
- I’m struggling to understand the drivers of dissatisfaction in my data*
- aaaargh TSMs - I have the criteria to track, what next?
- I’m worried about complaints escalating
*data = complaints, surveys, live chats, emails, owned social media, CRM (if you have one!), contact centres…basically, any large set.
Drowning in data? So much data, so many different sources; no wonder teams are overwhelmed. 80-90% of all data exists as unstructured text. The analysis takes time, and many factors affect it (lack of resources, budget constraints, hunger - I could go on…) and that’s if you have time to do anything with it in the first place!
Manually trawling through spreadsheets? We’ll do the heavy lifting. Let us decipher what it all really means by looking at the language being used. We’ll collate that data into ‘one version of the truth’, and give you the raw data back (via a data lake or BI solution of your choice) or give you a shiny curated report to share and use to make business-critical decisions, quickly.
Struggling to understand what’s driving the data? You may have a grasp of what the data is telling you. Some survey providers offer after-market analytics. Maybe a word cloud showing you the most used words. But you need the why, not the what, and information that can be used to make changes for the better.
Wordnerds’ cloud-based platform shows you the drivers of dissatisfaction as well as how things can change over periods of time. No need to hire (or be) a data scientist to set any of this up, our CS team will guide you through it. We’ll also share some best practices we’ve gleaned from working with various housing associations.
I know the TSMs criteria, but what now? The TSMs are a whole lot more than just surveying your tenants. You have to prove you are actively listening, and using that information to make changes. But you know that…
There’s a great deal of variety in the sector, but also a lot of similarities in the types of topics that organisations are measuring and how they are categorising their data. We’ve created a plug-and-play bank of recurring topics (including specific TSM-based topics) to ease the pain of getting started. HA’s can also benchmark themselves across the sector. As well as all that, we can find the unknown unknowns that fly under the radar individually but add up to a huge problem when seen all together. TSMs - listen, prove, act ✅
How is your complaints handling process coping? The amount of complaints which land at the feet of the Ombudsman is skyrocketing (around a 400% rise) No one wants a fine, or worse a day in court - and a lot of these escalations are/were avoidable. We’ve looked at a tonne of historical complaints data, and have identified patterns in the language used. We can now set up alerts for our customers if the data suggests a situation arising. We can also share best practices from companies that are nailing this. Nip those complaints in the bud, and close all your feedback loops
- Learn more — we have a raft of resources to help you
- Talk to us — speak to Helen or one of our Account Management team. She’ll answer all your questions; we promise you a no-pressure experience
- Try us — our proof of concept reports (aka Pay-as-you-Nerd) are a brilliant way of preparing for a more ambitious Voice of the Customer programme. Why not send us your last year — or a couple of years — of customer feedback and let us analyse it as a baseline for future insight?