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Turn Customer Feedback
Into Decisions Your Team Can Act On

Customer feedback analysis for travel and hospitality teams drowning in data.
Automate the process of turning surveys, reviews and complaints into insights that actually tell you what to do.

Trusted by leading travel and hospitality brands

 

Struggling to Automate VoC?

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

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Fragmented Data

Reviews in TripAdvisor. Post-trip surveys in Qualtrics. Call transcripts in Genesys. Complaints in CRM. Feedback is scattered across so many platforms that piecing together the full picture feels like an impossible job.

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You Find Out Too Late

Manual coding. Spreadsheets. Prompting Copilot over and over hoping it gives you something useful this time. Your team spends days on work that feels soul-crushing. By the time you've got something useful, the moment to act has passed.

Start Action

But What do I Actually *Do*?

You see the data: booking issues, staff complaints, transfer problems. But when leadership asks "What should we prioritise?" you've got ten ideas and budget for two. You need to know where to start. Not another list you'll debate for months.

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Create Living 
Customer Journeys

Surveys. Reviews. Contact centre transcripts. Social mentions. Complaints. All telling you different parts of the same story.

Wordnerds pulls feedback from every source into one unified view, mapped to your customer journey stages and updating in real time.

Patterns emerge. Problems become visible. You finally stop piecing together fragments and start seeing the full picture, broken down in a way anyone can see.

 

 

Act on What Matters Right Now, Not Next Season

Six-week ski season. Fourteen-week summer programme. Short windows where everything needs to work.

If it takes you a few weeks to gather meaningful data then a month to process it, run the analysis and make a report the moment has passed.

Wordnerds analyses incoming feedback continuously. When complaints about check-in at a specific partner hotel spike in week two, you know about it in week two—not in the September debrief when it's too late to do anything.

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Answer Executives with Confidence (and Evidence!) 

  • "What are customers saying about the new digital check-in we implemented?"
  • "Why are satisfaction scores down in Spain?"

You know that feeling. The scramble. The feeling in the pit of your stomach when you're not sure if your data will hold up under scrutiny.

Wordnerds gives you the evidence to answer with confidence. Not gut feel. Not "I think." Actual verbatim, patterns, and trends you can stand behind.

 

Access Insights where
Your Team Already Works

  • Your CX team shouldn't be the bottleneck for every insight request.
  • Your resort managers don't need another analytics platform to remember to log into.
  • Your operations team shouldn't be waiting for the monthly report.
Wordnerds delivers insights directly into Power BI, where your organisation already lives. Regional managers see their region. Property managers see their property. Everyone sees what they need to make good decisions.

 

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See for Yourself

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

Gemma Harrison

The key is the ability to quantify stuff quickly

"We can make commercial decisions about where we're seeing repeat offenders of a property, an activity, an issue, or excursion"

Gemma Harrison

Head of CX

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hotel avatar

Wordnerds delivers insights our hotel management actually trusts

"Wordnerds gives us insights our hotel management actually trusts, 85% faster than before. They've made our Medallia investment work harder by adding the "why" behind every score." 

Guest Experience Performance Manager

Luxury Hotel Brand

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 

Avanti West Coast

 

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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.
Copilot
Medallia
 

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.

How we Multiply the Value of your Existing Qualtrics or Medallia Investment

Diver

Depth of Insight

Go beyond surface-level sentiment to understand the "why" behind your scores. Root causes, not just trends.

Multi-Source

One Framework, Every Channel

Track customer experience across surveys, reviews, social, and phone calls. Not just one channel at a time.

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Verbatim in Every Dashboard

Give every team access to filter themes and read actual customer feedback. In Power BI, not another login.

KPIs

Effect on KPIs

See how different themes actually drive your most important metrics. So you know what to fix and what to ignore.

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 travel and hospitality operators managing multiple locations. Train companies, hotel chains, airline feedback—we've refined the approach across every guest touchpoint.

Most operators find it faster and cheaper to use what we've already built. But if you've got the team and the timeline, building in-house is 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).
They take about 30 days from when you send 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