Whether it’s surveys, CRM complaints, totems, focus groups, transcripts or tweets - Wordnerds helps you make sense of it all. Instantly. At scale. Without bias.
We’ve been working with CX, Insights, Data and Marketing teams in TOCs since day one. Our platform evolves with your needs, shaped by your feedback. It’s why we’re trusted by the industry’s most ambitious operators and innovators.
Our customers use Wordnerds to turn feedback into route-specific insight, automate ORR reporting, track passenger sentiment around disruption and new initiatives and collaborate across teams on service improvements.
Challenge: Multiple data sources with demanding reporting requirements for commercial teams and the Department for Transport.
Results with Wordnerds:
• 213 hours saved monthly analysing 91,000+ comments
• Enhanced regulatory reporting with more nuanced insights
• Route-specific analysis for targeted improvements
• Unified data platform enabling faster stakeholder responses
Challenge: Customer relations teams lacked the depth of insight in their feedback analysis, making it difficult to clearly prioritise actions.
Results with Wordnerds:
• 44% of complaints linked to late-night disruption led to action with GWR to reduce disruption during evening services.
• Late-night staffing gaps identified and addressed.
• Deep dives into the low-performing (NPS) south route surfaced key issues and informed follow-up investigation and improvements.
• Improved support for neurodiverse customers as analysis surfaced accessibility challenges.
How can you use AI to understand large volumes of feedback, but without the bias AI can bring? The need for AI to understand increasing volumes of passenger feedback is inevitable.
But bias in Natural Language Processing is an inevitable consequence of the biased human data originally used to train the models.
Our AI isn’t off-the-shelf. It’s built with transport-specific data and trained to reduce the bias that can often exclude vulnerable voices. Thanks to our TRIG-funded innovation work, we now outperform Google and IBM in reducing gendered, ethnic, and regional bias in feedback analysis.
Our feedback analytics platform to offer two unique features for the transport sector to combat bias in AI:
✅ A sentiment analysis model that is specifically optimised to minimise bias in the UK
✅ A comprehensive bank of AI themes and methodologies trained on public transport passenger data.
These features are helping TOCs to deal with the challenge of improving passenger experience by allowing them to accurately hear the voices of all their passengers with complete clarity. The result? Fair and accurate insights that lead to safer, smarter transport for everyone.
Steve Erdal - Head of Insights & Innovation @ Wordnerds
• Real-time visibility into service disruption impacts
• Track and measure new initiatives
• Highlight and share staff praise
• Benchmark CX performance across operators
• Instead of manual tagging, auto-tag ORR complaints with bespoke themes
• Predict and prevent escalation risks
• Pinpoint root causes for long-term fixes
• Combine passenger feedback in one view
• Recommend actions by route, station, or region
• Simplify reporting for internal teams, ORR, and DfT
• Spot content gaps to improve comms
• Understand blockers to multi-modal journeys
• Optimise safety and marketing campaigns
• Align employee (EX) and customer (CX) experience
We work with teams who:
• Understand the importance of qual feedback
• Eager to learn
• Committed to transforming CX through smarter data
We're not just a SaaS platform, but also a great bunch of people passionate about data, who will ensure that you’re always getting the most out of your customer feedback. We’re always taking on board feedback from customers, ensuring you’re getting the most out of the platform and that our product grows with you.
Interested in learning more? Why not book a discovery call so you can discuss your CX goals, current way of doing things and any questions you might have with one of our account managers.
Sarah (aka Saz) our Account Manager will show you how Wordnerds can help you:
✔ Surface root cause insights you can prioritise
✔ Train AI to manual tag customer feedback at scale
✔ Find surprises in your data with automated topics
No salesy stuff until you know we’re the tool for you.
