Case Study: Sainsbury's turns 2 million customer responses into actionable insights with Wordnerds

How Sainsbury's analyse 2 million surveys to get to know their customers

Sainsbury's, a major UK supermarket chain, faced a challenge in deriving meaningful insights from its vast volume of customer feedback, which included 2 million annual survey responses, social media comments, and complaints. Their existing analytics tools required pre-defined categories, preventing the discovery of unexpected themes and leaving qualitative data underutilized across different systems. This fragmentation limited the team's ability to get a complete view of customer sentiment.

The vendor Wordnerds implemented its platform to consolidate all feedback into a single system. This solution used organic topic discovery to identify emerging trends without pre-defined categories, allowing Sainsbury's to proactively address issues like cost-of-living impacts on shopping habits. The results were significant: Wordnerds helped the team save an estimated 11,200 working days and £2 million in labour costs, while moving from being overwhelmed by data to making proactive, insight-driven decisions supported by powerful customer quotes.

Sainsbury's

Amelia

Sainsbury's