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Rebuild trust and drive growth with outstanding customer experience

Customers are more cautious than they used to be when it comes to travel.


Understand customer needs and exceed their expectations by analysing feedback at scale, fast.

The sheer volume of feedback - tens of thousands of comments from customers - was unmanageable for Avanti before they started using Wordnerds to categorise their verbatim.

Travel organisations who want happy passengers love Wordnerds:

Eliminating bias in AI

“Can AI make public transport safer?”

This was the topic of CSO Steve's talk at World Passenger Festival in Vienna (lauded by two strangers whose opinion Steve values greatly as the best talk of the conference).

In it, he presents research funded by innovation grants into the nature of bias in AI and how we can reduce the impact of this inherent bias.

Watch the talk here

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Ticket offices talk at World Passenger Festival

“Should we close ticket offices?”

That was the question CEO Pete tackled at World Passenger Festival in Vienna.

Delving into the nuance of a rather fraught topic, he explores what the best outcomes could be for passengers, TOCs, and policymakers.

 

Watch the talk here
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Learning, sharing, best practice...

Basically all the expertise we've hoarded, magpie-like, in the social housing sector.

Podcast

Nerdcast #1: Housing Ombudsman

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In the first instalment of the shiny new Nerdcast, Wordnerds CEO and CSO Pete and Steve speak to Polly Cox and Victoria King from the Housing Ombudsman about the state of regulation in UK social housing, and what HAs can do to keep up.

Listen here

Webinar

Maximising learnings from complaints

pin Virtual clock-flexible-hours Been and gone — watch the recording

Nerdcast live: A recent webinar of ours covered how to maximise learnings from complaints in a landscape where escalations are up 400%, and the nominal 15 day resolution time leaves the average HA 2-6 hours to deal with each complaint.

Get the recording

Methodology

PAPA Framework

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Originally pitched in webinar form, our PAPA framework guides housing providers through how they can treat their customer data to best adhere to TSMs — by improving the customer experience at the root of their problems.

More info

Best practice

Housemark says...

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Lick your elbow and make sure your tenants are adequately supported during a period of rising costs and heightened regulation! Housemark has provided some valuable guidance on conducting surveys in the past, but how relevant is that advice in the current climate?

More info

Prioritising passenger safety using both quan and qual

TfW is an enterprising and dynamic train operating company that put passenger experience, happiness and safety at the forefront of everything they do. With hoards of social media, survey data and customer complaints on their hands, TfW needed an accurate and efficient way to analyse it. [Enter left: Wordnerds]

TfW trained and fine-tuned their own artificial intelligence in the platform, allowing them to find and surface common themes within all of their data. Using the insights they gleaned, reports were brought to board members and onboard teams to help make a case for change.

Read more about it here

TFW customer story
Transport for Wales
Pete

Got any questions?

Speak to one of our team if you're curious to learn more — that's Pete over there. We promise no salesy stuff until you know we're the tool for you.

 

Need a proof of concept?

Our Pay-as-you-Nerd reports are the best way to prove the value of implementing a tool like ours. Take a look at what you could get out of a one-off report.

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Need a proof of concept?

Our Pay-as-you-Nerd reports are the best way to prove the value of implementing a tool like ours. Take a look at what you could get out of a one-off report.