Case Study: Transport for Wales uncovers hidden passenger safety concerns with Wordnerds

How TfW used a quant/qual cocktail to recommend changes to teams with confidence

Transport for Wales, a Welsh Government-owned train operating company, faced the challenge of accurately understanding passenger sentiment about safety during lockdown. With feedback siloed across social media, surveys, and complaints, they struggled to identify root causes of issues and needed a way to analyze data at scale. They turned to Wordnerds to gain a holistic view of the customer voice.

Wordnerds provided a platform to analyze all customer data in one place. The solution uncovered hidden concerns about onboard mask compliance in untagged social comments, a stark contrast to on-the-ground reports. This insight allowed Transport for Wales to alert onboard teams and increase compliance messaging. As a result, mask compliance sentiment moved into positive territory. The use of Wordnerds also saved an estimated 4000 working days and £765k in labour costs while providing real-time, actionable insights.

Transport for Wales

Graeme Baldock

Resource Planning and Analysis Manager