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Watch the Recording

The Customer Feedback Framework That Actually Works

Are you drowning in TSM surveys, complaints data, and transactional feedback - but struggling to know where to start?

Join Sarah and Helen as they reveal the Word Nerds Customer Feedback Framework - showing you exactly how housing associations move from data chaos to confident, evidence-backed decisions that actually improve tenant satisfaction.

 

 

Customer feedback framework

Your tenants are telling you what needs to change through TSM surveys, complaints, and transactional feedback. But turning that feedback into confident, prioritised actions? That's where most teams get stuck.

Here's the challenge:

➡️ Feedback volumes keep rising while team capacity shrinks ➡️ Manual tagging is unsustainable and introduces bias ➡️ You know there are issues, but lack the evidence to prioritise them ➡️ Stakeholders ask "but how do we action this?" when you present insights

The good news? There's a repeatable framework that works - whether you're just starting with spreadsheets or ready for advanced statistical analysis.

In this webinar, we'll walk you through the Word Nerds Customer Feedback Framework - the three-stage process the best insight teams use to collect, categorise, and prioritise feedback for maximum impact. You'll see real examples of how housing associations are using frameworks like TSM mapping, repair journey analysis, and even predictive models to stay ahead of issues before they escalate.

 

Let's See What Your Customers
Are Actually Saying

Whether you're still building your case or ready to see it working, we've got you covered.

Demo

Ready to See it Working?

Let's set up a demo. You'll see how we use the Wordnerds platform to train themes, how customer insights integrate into Power BI, and some of the ways we help you prioritise what to act on and what to ignore. No hard sales, ever.

Online Report

Building a Business Case?

Most Insights and CX teams struggle to get buy-in and—more importantly—investment from senior leaders. Their VoC programmes get stuck and stagnate. We've created a guide that shows you how to break out of that cycle.