How do you turn customer feedback into an evidence-based action plan? | Wordnerds

Wordnerds' Customer Feedback Framework turns scattered tenant and customer feedback into evidence-based action plans through three stages: collect, categorise and prioritise. It is built for insight and CX teams who feel data-rich but insight-poor, and it works whether your feedback sits in one spreadsheet or across surveys, complaints and CRM notes. Housing Account Manager Sarah Wilson and Head of Account Management Helen Precious walk through the framework Wordnerds has reverse-engineered from the hundreds of insight teams it works with every year — with worked examples from social housing, including the TSM framework, the repair journey, a prediction beta with Town and Country, and an Awaab's Law compliance framework. 📄 Full transcript + answer capsules: https://wordnerds.ai/webinars/custome... 🧭 Benchmark your team with the free five-minute Customer Feedback maturity assessment — six categories, an overall score, and a personalised next-step report. Ask the team for the link. Chapters 00:00 Welcome & introductions 04:50 Poll: your biggest feedback challenge 05:50 Who Wordnerds are 06:50 Setting the scene: why feedback is hard 07:50 The four feedback problems 10:50 The Wordnerds Customer Feedback Framework 13:00 You don't need your ducks in a row to start 15:50 Stage 1 — Collect & unify your feedback 19:50 Stage 2 — Categorise: from chaos to clarity 21:00 Why manual tagging struggles at scale 23:00 Why general-purpose GenAI tools fall short 24:30 The problem with black-box tools 26:00 What good categorisation looks like 27:45 Stage 3 — Prioritise your actions 30:30 Gut feel vs representative data 33:00 Statistical analysis: Pareto & random forest 35:00 Breaking data down with frameworks 38:40 Specialist frameworks: TSM, repair journey, prediction 41:30 An Awaab's Law compliance framework 43:20 Why we stop at "prioritise": the impact loop 44:30 Case study: Jenny at Granger (insight to influence) 48:00 New: the maturity assessment 49:20 Q&A: frameworks, the repair journey, resident involvement 58:00 Q&A: complaints data & close Presenters Sarah Wilson — Housing Account Manager, Wordnerds. Leads Wordnerds' work with social housing clients and hosted this session. Helen Precious — Head of Account Management, Wordnerds. Works across housing, financial services, retail and hospitality, and presented the framework. About Wordnerds Wordnerds makes customer feedback a strategic asset for the whole organisation, not just the insight team. We ingest feedback from surveys, complaints, reviews, calls and social; apply transparent, explainable AI to surface themes and drivers; and deliver the insight directly into Microsoft Power BI, where operational teams already work. We're built for UK housing associations, transport operators and regulated sectors that need auditable evidence, not a black box. More Wordnerds webinars: https://wordnerds.ai/webinars #Wordnerds #CustomerFeedback #VoiceOfCustomer #SocialHousing #TSM #CustomerExperience