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Make Customer Feedback a Strategic Asset Your Whole Organisation Can Act on

Customer feedback analysis that integrates directly into Power BI so everyone in your organisation can access insights where they already work, and actually act on what customers are saying.

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Some of our Data-Driven and Customer-Obsessed Clients

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You Already Know
What Customers Are Saying.
So Why Isn't Anything Changing?

You've got the data. Surveys, complaints, call transcripts, reviews.

You've got the analysis. Your insights team spots the patterns, writes the report.

The report goes out.

And then... nothing changes.

The insights are locked in a platform that only three people access. Operational teams don't log in. Leadership doesn't see it. The people making customer-impacting decisions? They don't even know the insights exist.

So you write another report. Chase people to read it. Start again next month.

 

We Think Most Vendors
Have It Backwards

Most customer feedback platforms measure success by how often you visit their platform. We think that's backwards. If feedback is locked in a platform only the insights team accesses, what's the point?

Integrated Feedback Analysis

We integrate directly into Power BI. Insights appear alongside your existing business metrics and KPIs. 

Your insights team have access to our platform where they can train classification models and create analysis frameworks. Everyone else gets the customer context they need directly in Power BI—no Wordnerds login required.

Your CX team stops writing reports nobody reads. They become the strategic advisors everyone turns to.

Less time producing outputs nobody acts on. More time on work that matters: understanding customers, identifying opportunities, actioning the feedback.

Customer Brainstorm
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Wordnerds x Power BI 586
 

Why Power BI?

Power BI is where enterprise businesses already do their reporting.

By putting customer insights there, you can layer qual and quant together, see not just what's happening but why.

  • Connect feedback to business metrics—operational data, financial performance, KPIs in one place.
  • Do cross-source analysis—compare what customers say in reviews to what they say in surveys.
  • Break down data silos—all relevant business data unified.

This is impossible when feedback is locked in a standalone tool.

We believe in the power of open data.
It's more important for your colleagues to have access to customer feedback than for them to visit our platform.

 

What Changes When
Everyone has Access to Insights?

Ops

Operations Teams

See feedback alongside their metrics. When satisfaction drops in their region, they see it immediately—and what's driving it. They come to you asking "How do we fix this?" instead of you chasing them to read reports.

Leader

Leadership

Reference actual customer verbatim in decisions. Board discussions shift from "I think we should..." to "The data shows customers are saying...". You bring evidence to opinion-based debates and save time debating gut feel.

Insights

Insights Team

Becomes a trusted advisor. When people see customer feedback affecting their KPIs in real-time, they come to you with questions. You're not writing reports nobody reads—you're the person everyone turns to.

Decision

Decision-Making

Becomes evidence-based. When someone suggests a new initiative, someone else opens the dashboard and asks "What are customers actually telling us about this?" The conversation changes from opinions to evidence.

 

Don't Just Take Our Word For It

Helen Dunnington

Complete View Across All Channels

We've now got a holistic view of all our surveys, our social media, and our ad-hoc feedback, and we can identify the key themes right away. It's been transformative.

Helen Dunnington

Voice of Customer Lead

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Show Residents We're Listening

In housing we're often accused of not listening to our customers. We felt we were only scraping the surface of what they were telling us. Wordnerds allows us to show residents we're not just taking their feedback, we're actually hearing it as well

 

Bec Pavey-Kenny

Customer Experience Manager

 

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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

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neil atkin

Tangible Impact on Customer Perceptions

For our customers, the impact has been tangible. We have been able to use the specific insight we now have at our fingertips to support the case for focussed investment and action, such as installing tables onto our trains and how we deploy our onboard cleaning teams. As a result of this, the sentiment score for the overall onboard environment has increased, providing evidence that our efforts have positively impacted customer perceptions.

Neil Atkin

Head of CX

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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

Need to Build 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!