Avanti came to us because they were struggling with the sheer volume of verbatim feedback and the challenge of manually categorising thousands of comments and ensuring they really got to the crux of what customers were thinking and feeling.
Adopting Wordnerds has enabled them to extract meaningful insights from feedback so they know what’s working, what isn’t working and exactly how to make those improvements. We spoke with Helen Dunnington, Voice of Customer Manager at Avanti West Coast about the challenges they faced and how Wordnerds helped them:
The Challenge
- Volume of Feedback: The company received a mix of survey responses and social media comments - tens of thousands of data points each period. The sheer quantity made manual categorisation unfeasible.
- Inconsistent Sentiment Analysis: While existing social media platforms provided some categorisation, there was a need for deeper understanding of customer sentiment across all feedback channels.
- Time-Intensive Processes: Manual categorisation using Excel spreadsheets was time-consuming and frustrating for the team.
The Solution
Wordnerds introduced a streamlined approach to managing and analysing customer feedback. Here’s how the tool transformed the process:
- Automated Categorization and Sentiment Analysis:
- Word Nerds automatically identified key themes and sentiment across all feedback, providing a holistic view of surveys, social media comments, and ad hoc feedback.
- Simplified Feedback Sharing:
- Reports generated by Wordnerds were integrated into internal platforms like Yammer, highlighting both positive feedback and areas for improvement for the Avanti teams.
- Positive mentions of staff - such as specific names or roles—were easily identified and shared with the team to highlight wins and where improvements can be made.
The Impact
- Increased Efficiency: Automated analysis and categorization eliminated the need for manual work tagging comments and working in excel spreadsheets, saving countless hours (and screaming).
- Improved Morale: Sharing positive feedback about staff performance fostered a sense of pride and motivation among employees.
- Enhanced Decision-Making: Actionable insights help Avanti focus on areas and make decisions that directly impact customer satisfaction.
