Case Study: Town and Country Housing achieves evidence-based resident insights with Wordnerds

How Town and Country Housing are turning Customer Feedback into Actionable Insights

Town and Country Housing, a housing provider managing over 13,000 properties, was struggling with a manual and unreliable process of analyzing resident feedback using Excel spreadsheets. The challenge involved inconsistent categorization of data and an unmanageable volume of open comments, making it difficult to understand the 'why' behind satisfaction scores and meet new regulatory requirements.

The company implemented Wordnerds to analyze resident feedback from all sources. The solution provided deep, specific insights and integrated them into their reporting. As a result, Town and Country saved 40 working days, avoided hiring additional resources, and built an evidence-based culture. They now use verbatim feedback to drive real change, such as resolving a specific issue with a contractor, demonstrating a clear return on investment from using Wordnerds.

Town and Country Housing

Theo Scott

Customer Data and Insight Manager