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Get Customer Insights
to the People Who Need Them

For CX teams and insight analysts tired of insights that sit in inboxes. We turn customer feedback into a strategic asset, available across your organisation, not locked in platforms only you can access.

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Some of our Data-Driven and Customer-Obsessed Clients

 

Sound Familiar?

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Manual Coding Is Eating Your Time

You've got thousands of comments sitting in a spreadsheet.

Someone has to read them, tag them, categorise them. And right now, that someone is you!

Line by line, comment by comment. It's not sustainable, it leaves no time for action and everyone knows it.

Categorisation

Top-Level Themes
Tell You Nothing

Your agency or current process gives you verbatim themes. "Price" is top. "Customer service" is second. Marvellous!

But what about price? Is it too high? Is it confusing? Is it worth it but people still complain?

Top-level themes tell you what people mention. They don't tell you what to do about it.

Slow

You're Always Playing Catch-Up

By the time something hits Trustpilot, it's already a problem. By the time it becomes a formal complaint, you're in damage control.

You want to catch things early. See the issues when they're whispers, not shouts. But your current process only shows you what you've already decided to look for.

ROI-Pyramid

 

Stop Talking NPS.
Start Talking Revenue.

Most VoC programmes measure satisfaction scores that nobody acts on. The problem? You're talking NPS while your CFO talks revenue and risk.

This framework shows you how to articulate learnings from customer feedback into a language leadership cares about and will act upon.

What You'll Learn

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How to move from "interesting insights" to "measurable business impact"
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The four levels of VoC value (and why most programmes get stuck at level one)
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Connecting what customers say to what's causing it
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Making the case your CFO will actually buy
 

What Changes When Everyone Gets the Insights They Need

Value

Free Your Team
for Higher-Value Work

Build themes around what your organisation cares about, accurately and at scale.

You stay in control: every tag is traceable, so you can see exactly how comments are being categorised. No black box.

Themes match how your business talks, coding is consistent and defensible, and your analysts get hours back every week for higher-value work fixing problems.

Categorisation

Go Beyond
Surface-Level Insights

We link themes together and drill down to root cause. "Delivery is a problem" becomes "Tuesday afternoon deliveries from the Birmingham depot are driving 40% of complaints."

You get cross-theme analysis showing how issues connect, the ability to drill down from category to specific driver, and the context that makes insights actionable. You get a prioritised list of actions, not just more data.

Running

Catch Issues Before They Become Complaints

Topic detection surfaces what's emerging—themes you haven't even created yet. Something new spiking in volume? You'll see it before it becomes a crisis.

Topics surface even when you haven't trained a theme, you get early warnings when something new is brewing, and there's an easy path from "that's interesting" to a tracked theme. Get ahead of issues instead of reacting to them.

Multi-Source

See Your Complete Customer Journey in One Place

Surveys in one system, complaints in another, reviews somewhere else, contact centre buried in a shared drive.

You've been piecing it together manually. We bring it into one view—surveys, complaints, reviews, and contact centre unified and mapped to journey stages. You see where the experience breaks, not just that it breaks. A complete picture you can put in front of leadership, not fragments from five systems.

 

See for Yourself - Online Demo

This guided walk-through shows you some of our typical Power BI
outputs. It's free, ungated, and takes about 5 minutes.

 

Have Questions? Want to see How the Platform Creates the Themes?

Speak to one of our Account Managers. They're genuinely lovely, can demonstrate any part of our software for you, and respond very well to questions, stupid or otherwise.

 

Don't Take Our Word For It

Helen Dunnington

Complete View Across All Channels

We've now got a holistic view of all our surveys, our social media, and our ad-hoc feedback, and we can identify the key themes right away. It's been transformative.

 

Helen Dunnington

Voice of Customer Lead

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Show Residents We're Listening

In housing we're often accused of not listening to our customers. We felt we were only scraping the surface of what they were telling us. Wordnerds allows us to show residents we're not just taking their feedback, we're actually hearing it as well.

Bec Pavey-Kenny

Customer Experience Manager

 

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nicole curtis loy

Save Time, Drive Change

Wordnerds collates customer feedback from multiple sources into one platform and identifies the key themes that matter. It's saved me a lot of time and more importantly, helped us understand what we can do to retain customers and keep them happy. That's driven change across the business.

Nicole Curtis-Loy

Retention Manager

whittard
neil atkin

Tangible Impact on Customer Perceptions

For our customers, the impact has been tangible. We've used the insights to support focused investment, like installing tables on trains and redeploying cleaning teams. As a result, sentiment scores for onboard environment have increased, proving our efforts are working.

Neil Atkin

Head of CX

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Copilot
 

The Questions You're Probably Asking

Can't we just use Copilot/ChatGPT?

Fair question. If Copilot worked for this, we'd use it too.

Copying and pasting into Large Language Models (LLMs) works for quick questions or summarising small sets of verbatim. But you can't do it at scale, track themes over time, or see how they reached their conclusions. And they sound confident even when they're wrong.

The problem with using LLMs for feedback analysis

  • Cost: Wordnerds processes millions of items of customer feedback and tags them into hundreds of theme categories with sentiment scores for each mention. To do this, we use a specially-trained, small neural network. Using a LLM to do this at scale for a large organisation would be eye-wateringly expensive.
  • Inconsistent: Ask the same question twice, get different answers. Fine for summaries or creative work where there isn't a right answer. Not fine for tracking trends or reporting to the board.
  • No audit trail: When someone asks "how did you categorise this?", you've got nothing to show them. How confident are you that it's accurate? Pass.
  • Model drift: When OpenAI updates their model, your outputs change. Your trending breaks.
  • No integration: Results don't flow into Power BI where your teams already work.
 

We already have Medallia / Qualtrics

Most of our customers do too. We're not asking you to replace them. Survey platforms are brilliant at collecting feedback. But there are gaps:

  • They can't build your customer journey. Each survey lives in isolation. We unify all feedback sources into one journey view. They can't do this.
  • They can't easily add other sources. Contact centre, reviews, social—all still siloed.
  • Analytics stay locked in their platform. Only people who log in see the insights.

We take the data you're already collecting, combine it with other sources, and get it into Power BI where your teams actually work. We complement what you have. We don't replace it.

Medallia
Build-it-Yourself
 

Can't we just build this ourselves?

You could. Here's what that involves:

  • Unifying data from multiple sources (each with different formats)
  • Developing AI for theme identification that's transparent and defensible
  • Building dashboards for multiple business units with different needs
  • Creating a unified customer journey view across all sources
  • Maintaining everything as requirements change
  • Managing LLM API costs at scale—they charge per token, so every time you process a million comments or tweak your themes, the bill grows

We've spent years building this for multi-store retailers. We work with M&S, Sainsbury's, B&Q, Whittard. We've refined the approach across food, clothing, home, and everything in between.

Most retailers find it faster and cheaper to use what we've already built. But if you've got the team and the timeline, it's absolutely possible.

 

Thinking of Trying Wordnerds?

If you're trying to automate feedback analysis across one or more of surveys, reviews, contact centre calls, social media, you're in the right place.

Step one is to book a chat with one of our Account Managers—usually Presh or Saz—to explain the specifics of what you're trying to do. Everyone's different and no two clients have exactly the same requirements.

If we're a fit, we suggest you run a Proof of Concept (PoC) project before you sign up for a longer subscription. 

Costs & Timescales

PoCs range from £5,775 to around £10k (depending on scope and data).
Takes about 30 days from you giving us a csv download of your data.
You walk away with insights and a Power BI dashboard to build on whether you become a customer or not.

What you get with a Wordnerds Proof of Concept

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Analysis of your actual customer feedback (typically a year's worth)
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Custom theme framework built for specifically for your business
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Insights report with findings and recommendations
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Power BI dashboard you can keep exploring
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Stakeholder workshop to jointly present methodology and findings
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Honest assessment of whether Wordnerds is right for you
Presh

Helen Precious (AKA Presh)
Head of Account Management

Saz

Sarah Wilson (AKA Saz)
Account Manager

 

Quick Answers

Can we start with one data source and expand later?

Absolutely. Most retailers start with survey data, prove value, then add contact centre, reviews, and other sources over time. Start small, scale when you're ready.

 

How do you handle different data formats from different systems?

That's our problem, not yours. We take data from all major survey platforms, CRM systems, contact centres, and review sites. You provide access; we handle the rest.

What about data security and GDPR?

Customer feedback is processed securely, we are Cyber Essentials Plus certified and GDPR compliant, with all of your data stored in secure, ISO27001 accredited data centers located within the EU or UK.

We run an enterprise friendly AI stack, none of your data is ever used to train AI models for others to use - it's only for you and is deleted at the end or your contract.

 

Can we see it working with our data before we commit?

Yes. We don't do generic demos. Our proof of concept uses your actual feedback—you'll see real themes, real insights, and walk away with value whether you become a customer or not.

 

How long does implementation take?

Typical timeline is 4-6 weeks from kick-off to first dashboards, though some teams have done it in a fortnight.
We work alongside your team to set up data connections, configure analysis, and build dashboards. No 4-5 month IT backlog.
The process is even quicker and easier if you run a fully managed Proof of Concept with us—in that case, we'll do all of your initial set up, theme training and dashboard configuration under your direction.

Can we export the data or access it outside your platform?

Yes. We're built on an open data approach—your insights flow directly into Power BI. Your data, your dashboards. We don't believe in platform lock-in.

 


Can't see the Answer to Your Question? Worried about Anything?

Please just ask. We're dead friendly and we won't try to sell you stuff, honest!