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Turn Customer Feedback Into a Strategic Asset

From siloed, messy verbatim to Power BI dashboards your whole team can explore.

For CX and Insights teams tired of analysis that sit in different software packages and inboxes.

Strategy
 

How it Works

Wordnerds believes that feedback analysis should fit seamlessly into your existing software and reporting stack, not be a separate activity.

How-Wordnerds-Works
1

Bring in All your Data

Your feedback is scattered across different systems. We bring it together. CSV exports, API feeds, direct connections — however your data gets to us, we can work with it.

2

Organise & Categorise

Messy verbatim becomes structured data. Sentiment is scored automatically. You can train themes in minutes based on what matters to you—your language, your priorities.

3

Explore & Prioritise

With your data in pots, automated topic-modelling makes it easy to see what's driving each theme. The answers are all in the data—we help you follow the golden thread layers deep.

4

Share the Insights

Your insights go straight into Power BI where your teams already work. No more waiting for reports. Anyone who needs to make a decision can explore the data themselves.

Some of our Data-Driven and Customer-Obsessed Clients

 

Why Power BI Changes Everything

Most text analytics tools lock your insights in their platform. Only people who log in can see the results. Everyone else waits for a report or makes decisions without the data.

We do it differently.

We push your insights directly to Power BI, where your teams already work. No new platform to learn — your teams can explore insights directly. Everyone who needs customer feedback to make decisions can explore it themselves.

What Reporting Insights in Power BI Means For You

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Real time, democratised Voice of Customer. Your data automatically updates your BI dashboards for all your team to see. No waiting for reports, no more gut-feel decisions.
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You control access and permissions. Build different views for different people or pipe enriched feedback into existing dashboards. And if Power BI isn't your thing, we can build dashboards for you.
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Future-proof yourself. With Wordnerds there's no lock-in. Your data, your dashboards. If the tech gets better and you want to build in-house, we've already done the data visualisation for you!
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Wordnerds builds Power BI dashboards as standard in all projects and subscription plans 

We believe in the power of open data.
Your insight outputs to your BI environment.
You control access and permissions.
No lock-in—your data, your dashboards.

 

Lead a Customer-Centric Revolution

A customer-centric VoC program needs more than good data.
It needs a clear, robust methodology, flexibility to do it your way, and insights you can stand behind.

Language

AI that Understands Your Language

Tell us what you want to track, in your words, with your nuances. Our AI builds the classification model from your definition. You see it applied to your actual data: what's in, what's out, where's the boundary. Refine until you're happy, then apply it to all of your historical data.

What you get:

  • The flexibility to listen for literally anything

  • Sample results from your data before enabling

  • Automated accuracy and coverage checks

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Analysis that Stands up to Scrutiny

Every classification tag is traceable to a clear definition. You can see exactly why a comment was classified the way it was. Not a black box, not "the AI decided." A methodology you can confidently stand behind when your CEO asks "how do we know?"

What you get:

  • Every classification is explainable

  • Audit trail for regulated industries

  • Confidence to defend your insights

Data Vis

Same Data, Better Visualisations

Where in the customer journey is the friction? Which themes are actually affecting your KPIs? Which are noise? How does your feedback map to what the regulator wants to see? Frameworks let you view the data through different lenses and tell better stories.

What you get:

  • Pre-built frameworks for common use cases

  • Regulatory frameworks ready for reporting

  • Build your own for your specific use cases

Categorisation

Pre-Built Theme Banks for Your Industry

You don't have to start from scratch. We've built theme banks across multiple industries — sector-specific themes and compliance categories, tried and tested and ready to go. Use them as a starting point, tailor them to meet your individual needs or train your own.

What you get:

  • Tried and tested themes for your industry

  • Start getting value from day one

  • Build on top of them as your needs evolve

 

Try Us Before You Commit

We know this is a significant decision. That's why we start with a proof of concept, real insights from your data, so you can see the value before you commit.

Start With a Proof of Concept

We take a year's worth of your data and show you what's possible — without the full commitment.

Over around 30 days, we build your theme bank, run the analysis, and deliver an insights report plus a Power BI dashboard. You'll get regular touchpoints along the way, so you can see the platform in action and get familiar with how we work. And if you decide not to proceed? The assets are yours to keep.

What you get:

  • Insights report + Power BI dashboard
  • A theme bank—bespoke-trained classifications
  • Real insights from your actual data
  • A feel for the platform and working with us
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Definition-Led-Themes
 

Then Choose Self-Serve Platform Access...

Because you've been through the proof of concept, your platform is already set up. Your theme bank is built, your dashboards are ready — you're not starting from scratch.

Our SaaS Subscriptions offer full access for your team to train your own themes, explore your data, and build your own reports.

And you'll have a dedicated Customer Success Manager with regular check-ins to onboard you, train you and make sure you're getting the most from the platform.

 

...Or Let Us Do it For You

With a Wordnerds Managed Service, you get full platform access, plus our Insights & Innovation team takes on some or all of your theme-training and report building for you.

We can deliver regular scheduled reports, ad-hoc deep dives, or both—whatever you need.

We're flexible to your changing needs: we can help get you up and running then step back when you're ready, or stay hands-on during busy periods.

Wordnerds Team Shot Close Up 2025
 

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.

 

Common Questions

About our Platform and Approach

Can't I just use ChatGPT or Copilot?

Copilot and ChatGPT are great for summarising text but struggle with consistently categorising verbatim at scale (they can't give you accurate numbers of exactly how many people think something).

They are also prone to "hallucinations" (making stuff up!) that make it risky for business reporting.

Wordnerds provides a systematic, transparent framework where you define the rules the AI follows, ensuring you get insights you can trust. 

What if the AI gets it wrong?

Firstly—and let's be really clear about this—no AI will ever get text analysis 100% right (and nor would an army of humans).

Because our AI follows definitions you control—and because every tag is auditable—you retain ownership of the methodology. It's not a black box making guesses; it's an engine applying your logic at scale.

We have automated accuracy tools to help you spot classification themes that aren't performing, and if something isn't right, you can keep tweaking the model until you're happy.

For most people, 80-90% is the sweet spot between being accurate enough and protecting your time for the higher value task of sorting out the issue.

We already have Qualtrics/Medallia

Great! Most of our customers have either Qualtrics or Medallia somewhere in their software stack. They're brilliant tools for gathering customer feedback and looking at individuals' responses over time, but their text analytics is clunky and time-consuming.

We're a value multiplier. We take the raw text data from those platforms, combine it with other customer touch points (like reviews, complaints, social or call centre data), analyse it better, and visualise it in Power BI.

You keep your collection tools; we fix the analysis and accessibility problem, giving you a 360° view of Voice of Customer.

Can we export the data?

Absolutely. Your data belongs to you, not us. Insights are presented in Power BI dashboards you control. You can export, analyse, and use the data however you need. No platform lock-in.


Implementing Wordnerds

What if we don't have Power BI?

Power BI is our standard because most CX and VoC teams already have it. If you're using something else, talk to us—we're not precious about it.

 

We don't have much data / our data isn't ready

You might have more than you think. Between surveys, reviews, complaints, social media and contact centre data, most organisations have plenty of customer feedback—it's just scattered across different systems and teams.

Can we try before we buy?

Absolutely!

We totally understand that a 12-month license is a big commitment. Therefore, we have a comprehensive sales and onboarding process designed to help you feel comfortable at every stage. 

The first step is a chat to understand exactly what you're trying to achieve and to ensure we're a good fit. We promise to let you know if we're not. 

Next, we organise a series of demos to show all your stakeholders how the platform works and the outcomes you can expect. If, at the end of that process, you're excited to see your data on our platform, we suggest starting with a paid proof of concept (PoC). 

PoCs start at around £5,000, take 30 days, and allow us to take a year or two of your historical data, train themes for you, configure dashboards, and present our findings.

This way, everybody in your organisation can fully understand the power of customer feedback analytics with Wordnerds before you have to make a longer-term commitment.

Is our data secure?

Yes!

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.

 

What skills does our team need?

If your team uses Power BI, you're already equipped.

We provide full onboarding and training on the platform to your core insights team and dashboards to wider stakeholders. And it's easy! We've genuinely taught eight-year-olds to use Wordnerds.

Our amazing Customer Success Managers also support you throughout implementation and meet regularly to make sure Wordnerds continues to work for you.

Because we're software and a service, we also have a team of in-house professionals who do what you do every day on behalf of clients. So if you're really struggling, or want to do something totally new or out there, we've people who can speak your language.

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'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!

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Your Data Is Safe With Us

Security matters—especially when you're handling customer data.

  • Cyber Essentials Plus certified
  • ISO 27001 Stage 1 complete with Stage 2 certification in progress
  • Fully GDPR compliant
  • All data stays in the UK—we never expose your data to LLMs like Chat GPT.

Have a security questionnaire?

Send it over. That's our InfoSec team's idea of a good time. :)