Avanti West Coast · Transport
Tens of thousands of comments, zero manual tagging
How Avanti West Coast's Voice of Customer team analysed 1.3 million voices across surveys and social — and saved over 7,000 working days of manual tagging.
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Greater Anglia: tables, toilets, and targeted action
With tens of thousands of comments and no way to tie them to the journey, the insight stayed generic. Here's how Greater Anglia found the specific things that move passenger satisfaction — and acted on them.
Last updated 8 June 2026
177,000
Voices heard
273
Working days saved
£54,000
Labour cost savings
The challenge
Greater Anglia's CX team had an overwhelming volume of feedback but no actionable insight. Qualtrics collected the data well, but the team couldn't extract journey-mapped intelligence or measure sentiment at specific touchpoints — there was simply too much to analyse by hand, and the insight stayed generic, disconnected from the rail journey.
Tens of thousands of verbatim comments arrived through Qualtrics, but analysing them manually wasn't feasible — and the insight that came out was too generic to act on.
Crucially, the team couldn't relate feedback to specific parts of the customer journey or track how sentiment changed from one stage to the next, so it was hard to know exactly where to invest.
The solution
Wordnerds plugged into Qualtrics and mapped every comment to the journey, so the team could see — and rank — what to fix.
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Works with Qualtrics
Wordnerds integrated with the existing Qualtrics setup with minimal disruption, and gave immediate access to historical data.
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Mapped to the journey
A feedback framework aligned to Greater Anglia's specific touchpoints, so insight was tied to real stages of the trip — not generic themes.
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Granular, prioritised actions
Sentiment tracked over time at each stage, turning raw comments into a ranked list of what to fix first.
The impact
Tables, toilets — and a measurable lift
Mapping feedback to the journey revealed that, beyond punctuality, toilet cleanliness and onboard workspace tables significantly affected passenger satisfaction. Greater Anglia installed tables and repositioned cleaning teams based on the findings — and the sentiment score for the overall onboard environment rose, evidencing the impact.
The analysis surfaced something a generic report never would: tables and toilet cleanliness mattered to passengers nearly as much as punctuality. The team invested accordingly — installing tables and repositioning cleaning teams against the specific findings.
Because sentiment was tracked by journey stage over time, Greater Anglia could see the onboard-environment score climb afterwards — closing the loop from feedback to action to measurable result.
About Greater Anglia
Greater Anglia operates over 80 million passenger journeys a year across one of the UK's busiest rail networks, connecting communities across East Anglia and London with a commitment to a positive experience at every touchpoint.
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