Greater Cambridge Partnership · Public Sector
What six months of manual coding missed
How the Greater Cambridge Partnership tested AI against six months of manual coding, and what it found.
Customer stories
Wordnerds customer stories are case studies of real teams — across retail, housing, transport, travel and the public sector — turning customer feedback into measurable decisions. Real teams, real numbers, real change; filter by sector to find a peer in yours.
Greater Cambridge Partnership · Public Sector
What six months of manual coding missed
How the Greater Cambridge Partnership tested AI against six months of manual coding, and what it found.
A luxury hotel group · Travel & Hospitality
The survey said four out of five, and the comments said otherwise
How a luxury hotel group found what its four-out-of-five survey scores were hiding.
British Red Cross · Public Sector
From quotes in decks to patterns in supporters' own words
How the British Red Cross turned a few supporter quotes in decks into patterns every team can use.
Grainger · Housing
From “I think” to “I know”
How Grainger's leaders went from gut feel to checking their instinct against what renters say.
Sainsbury's · Retail
When 2 million surveys tell you everything and nothing
How Sainsbury's CSAT & Customer Closeness team turned 4.5 million voices a year into proactive decisions — without predefined categories.
Avanti West Coast · Transport
Tens of thousands of comments, zero manual tagging
How Avanti West Coast's Voice of Customer team analysed 1.3 million voices across surveys and social — and saved over 7,000 working days of manual tagging.
Sovereign · Housing
10 hours a week back in their pockets
How Sovereign freed 10 hours a week from manual tagging and made Wordnerds an integral part of root-cause analysis for 130,000 residents.
The Guinness Partnership · Housing
Predictive insights from ivy to damp and mould
How The Guinness Partnership turned informal comments about plants into data-driven evidence of damp and mould risk — and moved towards predictive insight.
Transport for Wales · Transport
When station teams said 'all clear' but social media told a different story
How Transport for Wales surfaced onboard mask-compliance concerns hidden in untagged social comments — and acted before sentiment slipped.
Raven · Housing
From data overload to driving change
How Raven Housing Trust stopped drowning in spreadsheets and spent its time driving tangible improvements from tenant feedback instead.
bpha · Housing
Three months behind to one day ahead
How bpha went from quarterly reports that were three months out of date to analysing 100% of feedback on day one — and hit a C1 RSH rating.
Greater Anglia · Transport
Tables, toilets, and targeted action
How Greater Anglia mapped feedback to each stage of the rail journey — and found that tables and toilet cleanliness moved satisfaction as much as punctuality.
Town & Country Housing · Housing
From “here we go again” to “embedded into our culture”
How Town & Country Housing won over a cautious organisation with evidence from what residents write.
Inghams · Travel & Hospitality
Rapid analysis when every second counts
How Inghams unified feedback across its ski, Lapland and walking brands and turned analysis around inside the critical six-week booking window.
DWP · Public Sector
Making a real difference to the lives of people, every day
How DWP Digital moved beyond costly manual research to understand the needs of 20 million users at scale — surfacing the stress that surveys had missed.
