Case Study: Avanti West Coast saves 7,102 working days with Wordnerds

Avanti West Coast saves 7,102 working days with Wordnerds

Avanti West Coast, a British train operating company, faced the challenge of manually categorizing tens of thousands of customer survey responses and social media comments every period. This Excel-based process was laborious, inconsistent, and struggled to keep pace with the volume, making it difficult for their Voice of Customer team to identify key themes driving customer sentiment. They turned to vendor Wordnerds for an automated solution.

Wordnerds implemented its automated categorization and sentiment analysis to process the feedback. This eliminated the need for manual tagging, providing a single, holistic view of all customer voices. The solution analyzed 1.3 million comments, saving Avanti West Coast 7,102 working days and £1.35 million in labour costs. This freed the team to focus on strategic improvements and made it easier to share positive feedback, boosting staff morale across the organization.

Avanti West Coast