Case Study: Avanti West Coast eliminates manual feedback tagging with Wordnerds

How Avanti overcame manual tagging of thousands of comments

Avanti West Coast, a British train operating company, was overwhelmed by the volume of customer feedback it received, including tens of thousands of survey responses and social comments each period. Manually categorizing this data in Excel was a laborious and inaccurate process that frustrated the team and prevented a deeper understanding of customer sentiment. The company turned to Wordnerds for a solution.

Wordnerds implemented its automated text analysis to categorize feedback and analyze sentiment across all customer channels, eliminating the need for manual tagging. This solution saved an estimated 7,102 working days and £1.35 million in labour costs. The automated reports integrated into internal platforms like Yammer, providing actionable insights that improved customer satisfaction and allowed the team to easily recognize positive staff performance.

Avanti West Coast

Helen Dunnington

Voice of Customer Manager