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Watch the Recording
Compare Your TSM Data to the Sector
Housing's first qualitative TSM benchmark. Watch the launch.
Is 6% of tenants mentioning rude staff a lot? Is it normal? Is your repairs sentiment better or worse than the sector average? Without context, you've got no idea.
We've analysed 135,000 tenant comments across 18 housing associations. Now you can actually answer.
You'll learn:
- Why "fairly satisfied" is a warning sign — and what the data shows about tenants who tick that box
- Which themes actually move TSM scores — some of them aren't what you'd expect
- Where housing associations are excelling vs struggling — and where you might sit
- What to do next — and where to start
Presented by Wordnerds and Housemark.
What the webinar covers
Chris Elliott (Housemark) on why "fairly satisfied" tenants aren't as satisfied as you think—and what that means for your scores.
Steve Erdal (Wordnerds) on the themes that matter most: what's driving satisfaction, what's dragging it down, and which issues affect housing associations of different sizes differently.
Sarah Wilson (Wordnerds) on how you can use benchmarking data to prioritise—not just report.
You'll leave knowing:
- How your TSM data compares to the sector
- What "normal" actually looks like
- Where to focus next
Is this for you?
CX and Insight Teams — You're spotting patterns, but without sector context, how do you know if your issues are unusual?
Customer Experience Leaders — An extra data point to help you feel more confident about what you're prioritising. Better insight on your data, not just more of it.
Who's presenting
Chris Elliott — Principal Consultant, Housemark
Over a decade helping organisations turn customer feedback into action. Specialises in making sure insights actually change decisions—not just create reports that gather dust.
Steve Erdal — Chief Scientific Officer, Wordnerds
Co-founded Wordnerds after running a linguistics-led consultancy for Oxford, Edinburgh, and Durham. Avoids cheese. (The Wordnerds team think he's wrong about this.)
Sarah Wilson — Senior Account Manager, Wordnerds
Helps social housing organisations make sense of messy, unstructured feedback—and actually do something with it.