Case Study: Greater Anglia improves onboard customer satisfaction with Wordnerds

How Greater Anglia get insights they can act on with Wordnerds

Greater Anglia, a major UK rail operator, was struggling to analyze tens of thousands of customer comments. Their existing Qualtrics system gathered the data, but Neil Atkin's CX team was drowning in verbatim feedback and could not extract specific, actionable insights linked to their complex customer journey or measure sentiment at key touchpoints.

Wordnerds implemented a solution that integrated with Qualtrics, creating a feedback framework mapped to Greater Anglia's specific journey. This provided granular insights, revealing that issues like toilet cleanliness and the availability of workspace tables greatly impacted satisfaction. Based on these findings from Wordnerds, Greater Anglia installed tables and optimized cleaning crew deployments. This targeted action led to a measurable increase in sentiment scores for the onboard environment, saved 273 working days, and achieved £54,000 in labour cost savings.

Greater Anglia

Neil Atkin

Head of CX