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Turn Customer Feedback Into Actions, Not Just Reports

For multi-store retailers tired of insights that go nowhere.
We get your feedback into Power BI—where decisions actually happen.

Retail-Dragon

Trusted by leading Retail, Software and B2C Companies 

 

You've Got the Feedback.
So Why Isn't Anything Changing?

Running

Insights That Don't Drive Action

You've done the work. Sent the report. And somewhere between hitting send and their inbox, the insight quietly dies. The people who could actually fix things are too busy to dig through reports. So they never see it.

Value

You Can't Prove the Value

Your CFO wants a business case. The board wants ROI. And you're stuck, because translating "satisfaction improved by 3 points" into a number with a pound sign? That's a different skill entirely.

Difference

Different Teams, Different Needs

Food has different problems from clothing. Online from in-store. But you can't produce fifteen bespoke reports every week. So everyone gets the same report and nobody gets what they actually need.

ROI-Pyramid

 

Stop Talking NPS.
Start Talking Revenue.

Most VoC programmes measure satisfaction scores that nobody acts on. The problem? You're talking NPS while your CFO talks revenue and risk.

This framework shows you how to articulate learnings from customer feedback into a language leadership cares about and will act upon.

What You'll Learn

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How to move from "interesting insights" to "measurable business impact"
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The four levels of VoC value (and why most programmes get stuck at level one)
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Connecting what customers say to what's causing it
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Making the case your CFO will actually buy
 

What Changes When Insights Become Actions?

Know what to do

Get the Right Insights to Everyone Who Needs Them

Food team needs food insights. Clothing needs clothing. Store ops needs store-level detail. You can't clone yourself, so we do it differently.

Your insights live in Power BI, where your teams already work. Open data, no locked platforms. They get what they need, you stop being the bottleneck, everyone works from one place.

Diver

Get the Depth Other Tools Can't Deliver

You've tried agencies, other tools and even manually coding. You get general themes and sentiment scores, surface-level stuff that doesn't tell you what to do.

We go deeper. "Delivery is a problem" becomes "Tuesday afternoon deliveries from the Croydon depot are causing 40% of complaints." Leadership asks "why?" You've got an answer you believe in.

Icon-Text-Analysis

Find What You
Didn't Know to Look For

Your themes catch the issues you've trained them on. But what about the stuff you haven't thought to ask about?

Organic topic detection surfaces what you're not tracking before it becomes a crisis. It spots the emerging trends, alerts you when something new spikes, and gives you an easy path from "that's interesting" to a tracked theme. No more "how did we miss that?"

Multi-Source

See Your Complete Customer Journey in One Place

Surveys here. Complaints there. Reviews in another system. Contact centre somewhere else entirely.

You've been piecing it together manually for years. We pull it all into one view.

First touchpoint to post-purchase—the complete picture you can put in front of leadership, not fragments from five different systems.

 

See for Yourself - Online Demo

This guided walk-through shows you some of our typical Power BI
outputs. It's free, ungated, and takes about 5 minutes.

 

Have Questions? Want to see How the Platform Creates the Themes?

Speak to one of our Account Managers. They're genuinely lovely, can demonstrate any part of our software for you, and respond very well to questions, stupid or otherwise.

 

Don't Take Our Word For It

nicole curtis loy

Save Time, Drive Change

Wordnerds collates customer feedback from multiple sources into one platform and identifies the key themes that matter. It's saved me a lot of time and more importantly, helped us understand what we can do to retain customers and keep them happy. That's driven change across the business.

Nicole Curtis-Loy

Retention Manager

whittard
Kat

Explain What's Behind the Data 

Wordnerds has allowed us to explain what is going on behind the robust quant data we have and explain how customers are talking about it.

Kat Cope

CSAT and Customer Closeness

sainsburys
Copilot
 

The Questions You're Probably Asking

Can't we just use Copilot/ChatGPT?

Fair question. If Copilot worked for this, we'd use it too.

Copying and pasting into Large Language Models (LLMs) works for quick questions or summarising small sets of verbatim. But you can't do it at scale, track themes over time, or see how they reached their conclusions. And they sound confident even when they're wrong.

The problem with using LLMs for feedback analysis

  • Cost: Wordnerds processes millions of items of customer feedback and tags them into hundreds of theme categories with sentiment scores for each mention. To do this, we use a specially-trained, small neural network. Using a LLM to do this at scale for a large organisation would be eye-wateringly expensive.
  • Inconsistent: Ask the same question twice, get different answers. Fine for summaries or creative work where there isn't a right answer. Not fine for tracking trends or reporting to the board.
  • No audit trail: When someone asks "how did you categorise this?", you've got nothing to show them. How confident are you that it's accurate? Pass.
  • Model drift: When OpenAI updates their model, your outputs change. Your trending breaks.
  • No integration: Results don't flow into Power BI where your teams already work.
 

We already have Medallia/Qualtrics

Most of our customers do too. We're not asking you to replace them. Survey platforms are brilliant at collecting feedback. But there are gaps:

  • They can't build your customer journey. Each survey lives in isolation. We unify all feedback sources into one journey view. They can't do this.
  • They can't easily add other sources. Contact centre, reviews, social—all still siloed.
  • Analytics stay locked in their platform. Only people who log in see the insights.

We take the data you're already collecting, combine it with other sources, and get it into Power BI where your teams actually work. We complement what you have. We don't replace it.

Medallia
Build-it-Yourself
 

Can't we just build this ourselves?

You could. Here's what that involves:

  • Unifying data from multiple sources (each with different formats)
  • Developing AI for theme identification that's transparent and defensible
  • Building dashboards for multiple business units with different needs
  • Creating a unified customer journey view across all sources
  • Maintaining everything as requirements change
  • Managing LLM API costs at scale—they charge per token, so every time you process a million comments or tweak your themes, the bill grows

We've spent years building this for multi-store retailers. We work with M&S, Sainsbury's, B&Q, Whittard. We've refined the approach across food, clothing, home, and everything in between.

Most retailers find it faster and cheaper to use what we've already built. But if you've got the team and the timeline, it's absolutely possible.

 

Thinking of Trying Wordnerds?

If you're trying to automate feedback analysis across one or more of surveys, reviews, contact centre calls, social media, you're in the right place.

Step one is to book a chat with one of our Account Managers—usually Presh or Saz—to explain the specifics of what you're trying to do. Everyone's different and no two clients have exactly the same requirements.

If we're a fit, we suggest you run a Proof of Concept (PoC) project before you sign up for a longer subscription. 

Costs & Timescales

PoCs range from £5,775 to around £10k (depending on scope and data).
Takes about 30 days from you giving us a csv download of your data.
You walk away with insights and a Power BI dashboard to build on whether you become a customer or not.

What you get with a Wordnerds Proof of Concept

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Analysis of your actual customer feedback (typically a year's worth)
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Custom theme framework built for specifically for your business
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Insights report with findings and recommendations
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Power BI dashboard you can keep exploring
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Stakeholder workshop to jointly present methodology and findings
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Honest assessment of whether Wordnerds is right for you
Presh

Helen Precious (AKA Presh)
Head of Account Management

Saz

Sarah Wilson (AKA Saz)
Account Manager

 

Quick Answers

Can you handle multiple store formats and business units?

Yes, complexity is kind of our thing. We work with retailers running thousands of stores across food, clothing, home, cafe, and online. The platform's built for it.

How do you handle different data formats from different systems?

That's our problem, not yours. We take data from all major survey platforms, CRM systems, contact centres, and review sites. You provide access; we handle the rest.

What about data security and GDPR?

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.

 

Can we see it working with our data before we commit?

Yes. We don't do generic demos. Our proof of concept uses your actual feedback—you'll see real themes, real insights, and walk away with value whether you become a customer or not.

 

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 we start with one data source and expand later?

Absolutely. Most retailers start with survey data, prove value, then add contact centre, reviews, and other sources over time. Start small, scale when you're ready.

Can we export the data or access it outside your platform?

Yes. We're built on an open data approach—your insights flow directly into Power BI. Your data, your dashboards. We don't believe in platform lock-in.

 


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!