Why Wordnerds is the value multiplier for your Medallia investment
What Medallia does brilliantly, what it doesn't, and how CX teams are pairing it with a specialist Voice of Customer layer.
The Wordnerds blog
Practical writing on Voice of Customer, social housing regulation and turning messy customer feedback into decisions. Start with the latest, or filter by topic.
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Why Wordnerds is the value multiplier for your Medallia investment
What Medallia does brilliantly, what it doesn't, and how CX teams are pairing it with a specialist Voice of Customer layer.
Filter by topic, or browse the full set.
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You're not ignoring tenant safety. You're just finding out too late.
Under Awaab's Law, a tenant survey comment is a compliance trigger. Here's what an early warning system actually needs.
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Stop chasing satisfaction. Start measuring effort.
One in six tenants in our Housemark benchmark described putting in unnecessary effort to get something sorted. Effort predicts loyalty better than satisfaction does.
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Your repair scores aren't stuck because of bad contractors
55% of repair complaints aren't about the repair. They're about the wait. Here's what the benchmark data shows — and what to do about it.
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TSM vs Sentiment. Why 'Fairly Satisfied' Is a Red Flag
85% satisfaction looks great on a board pack. But the 'safe middle' isn't safe — it's a pool of quietly unhappy residents who haven't complained yet.
Guest Blog: Why Effort Deserves Centre Stage
Chris Elliott, Housemark's Principal Consultant, on why customer effort is one of the most consistently underestimated drivers of satisfaction.
Guest Blog: The Comforting Myth of "Fairly Satisfied"
Chris Elliott, Housemark's Principal Consultant, on why tenants who score themselves 'fairly satisfied' are often not satisfied at all.
Scottish Twitter — How to understand your customers when they all speak their own language
Scottish Twitter changed online conversation. Here's what that means for anyone trying to get actionable insight from messy, real-world language.
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Reactive to Proactive: How Gentoo Transformed their CX in 12 Months
How Gentoo Group raised tenant satisfaction from 70% to 80% and achieved C1 regulatory grading in 12 months. A housing CX transformation case study.
3-Step Framework for Actionable Qualitative Insights in Power BI
How to turn messy customer feedback into Power BI dashboards that drive action. A 3-step framework: Classification, Semantic Model, Visualisation.
