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Turn Passenger Feedback Into Actions Every Team Can Take

Feedback from every source. Insights every team can access and trust.
All in Power BI where your teams already work.

Transport-Hero

Trusted by Some of the UK's Leading Transport Operators

 

You've Got Loads of Feedback.
So Why Doesn't Anything Change?

We speak to people in your situation all the time.
We understand exactly what you're dealing with. Any of this sound familiar?

No-Single-View Jigsaw

No Single View of Feedback

Surveys in one system. Complaints in another. Social media, contact centre, app reviews each all somewhere else entirely. You're collecting more feedback than ever, but you can't see the full picture. You've got enough trouble manually tagging surveys—let alone everything else that's coming in.

No-Action Action

Reports Don't Drive Action

Your insight team produces the analysis. The themes are clear. The report goes out. And then... nothing changes. The organisation isn't set up to act on what you're finding. The people who could do something with the insights never see them. Or they see them too late. Or they see them in a format they can't use.

No-Agreement Snowflake

Everyone Wants Their Own Thing

Your board wants strategic themes they can act on. Your depots want route-level insight. "Reliability is an issue" doesn't help the people on the ground. They need to know which routes are causing the problems and what to do. You're stuck producing multiple reports, or one that satisfies no one.

 

What Changes When Everyone has Access to the Full Picture?

Reporting

Regulatory Reporting is Easy

Imagine producing robust DFT reports using ORR complaint categories and industry benchmarking without the manual work! We automatically categorise feedback into the formats regulators require, so your team spends time acting, not wrangling data.

Decision

Confident Decision-making

Themes and sentiment scores tell you there's a problem.. They don't tell you what to do about it. We surface the specific actions that will make the biggest difference, prioritised recommendations based on impact. Know what to do, not just what's wrong.

Insights

Audience-Specific Insights

One platform, multiple views: executive dashboards with strategic themes; operational dashboards with route/station/depot detail. Period-by-period trending. Self-serve access. One version of the truth. The Power BI advantage: your insights live where your teams already work.

Customer Journey

Complete Passenger Journeys

Feedback from surveys, complaints, social media, contact centre, app reviews, all unified. See what passengers experience from booking to arrival. Feedback from every channel in one platform. Patterns across sources. A living and complete passenger journey view, not departmental fragments.

 

See for Yourself - Online Demo

This guided walk-through shows you some of our typical Power BI outputs. It's free, there's no need to give us your details. :)

 

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.

 

Real Organisations, Real Results

Helen Dunnington

An Antidote to Manual Coding, Spreadsheets & Screaming!

"Manually categorising hundreds of comments each period was laborious and inaccurate. With thousands of surveys and tens of thousands of social media comments, there were a lot of Excel sheets and a lot of screaming. Wordnerds changed everything. We upload the data, it identifies key themes and sentiment across all our feedback—giving us a holistic view that's engaging, readable, and accessible."

Helen Dunnington

Voice of Customer Lead

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Louis Helm

Actions That Move the Needle

"Wordnerds gives us the detail we need from complaints data for truly actionable insights.

"We can now understand exactly what's happening in first class, take specific actions to stakeholder meetings, and provide key actions to service areas that actually move the needle on customer satisfaction."

Louis Helm

Customer Relations Lead

Transpennine-Express-logo
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 focused investment and action, such as installing tables onto our trains and how we deploy our onboard cleaning teams. As a result, 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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Graeme Baldock

Hone in on the Issues that Really Matter to Customers

"By utilising the work that Wordnerds do, we have been able to add real depth to the validity of all our numbers. We are able to pinpoint, highlight and really hone in on the issues that matter to our customers and present the power of those issues to all stakeholders. As a result we have seen several major changes already to customer journeys based on stories that Wordnerds have helped us tell."

Graeme Baldock

Resource Planning & Analysis Manager

Graeme Baldock
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

Make Your Investment in Qualtrics or Medallia Work Harder. CX & Survey platforms are brilliant at collecting feedback, but they weren't built to track a customer journey across multiple channels, or to go deeper than surface-level themes.

Most of our customers already use Medallia or Qualtrics somewhere in their software stack. We take the data they collect, combine it with reviews, complaints, social, and call data, and give you a better way of understanding what your customers are saying. We then create dashboards to play this insight back in Power BI—where your team mates already are.

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 transport operators. We work with Avanti West Coast, Greater Anglia, and other multi-depot operations. We've refined the approach across rail, freight, passenger services, and everything in between.

Most operators 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 routes, regions, or depots?

Yes. We work with operators running thousands of routes across multiple regions. The platform is built for this complexity.

How do you handle different data formats from different systems?

We can take data from all major survey platforms, CRM systems, and social media tools. Our team handles getting your data into Wordnerds—you just need to provide access.

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. Our proof of concept uses your actual passenger feedback—not a generic demo. 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. Many operators start with their survey data, prove value, then add contact centre, social, and other sources over time.

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!