Wordnerds

Wordnerds

Our feedback analysis Software-and-Service helps organisations:
- Run proof of concept projects to surface customer insights that drive leadership action
- Outsource transparent, defensible AI analysis across all feedback channels
- Build internal capability - we implement the platform then train your team to own it, and share through PowerBI

Features

• Transparent AI categorisation you can defend to leadership
• Instant, AI-powered topic analysis surfacing “surprises” and trends in data
• Power BI integration for organisation-wide insight accessibility
• Fully-managed analysis or self-serve platform options available
• Golden Thread analysis connecting feedback across customer journeys
• API integration consolidating surveys, complaints, calls, social data
• Implementation support ensuring tools drive action, not dust-gathering
• Training programmes building internal customer insight capability
• Dedicated UK-based support team with deep CX expertise
• Cyber Essentials Plus security for sensitive customer data

Benefits

• Eliminate manual coding that takes weeks and delivers questionable results
• Surface statistically robust drivers of satisfaction, retention and revenue
• No black-box AI: transparent, train-your-own AI classifications
• Prioritise improvements based on impact, not opinion or anecdote
• Transform from gut-feel culture to data-driven customer decisions
• Prove CX programme value with measurable business impact
• Bridge insight-to-action gap that kills most feedback programmes
• Build business cases for continued CX investment and resources
• Mitigate against human bias: organic topics reveal ‘unknown unknowns’
• Ensure every customer voice contributes to business improvement

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@wordnerds.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

648784221215052

Contact

Helen Precious
0191 300 9444
hello@wordnerds.ai

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Buyers using integrated social media data through the platform will be bound by the Terms and Conditions of the relevant social media platforms.
• System requirements: Any modern web browser

User support

• Email or online ticketing support: Yes
• Support response times: Within one working day, Monday-Friday excluding bank holidays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: We offer two different service packages; standard support is included with a Wordnerds licence (£26,400-£52,800 per year), and managed services can be purchased additionally - either on a subscription or as-needed basis. Standard support includes always-on access to our Customer Success team via email (with response times of no more than one working day, 9-5pm Mon-Fri), Nerd Academy guides and resources, plus monthly check-ins and quarterly Executive Business Review sessions with your dedicated Customer Success Manager (CSM). Your main contact will be your CSM, and they will call upon relevant members of the Engineering or Data Science teams if required to advise on API integration etc. Managed services are offered either as part of your subscription or on an as-needed basis. They are fully managed and bespoke to your needs, and can include regular insight reporting, ad hoc project reporting, proof of concept project set-up for new use cases, and theme bank creation. Reports start at £1,200; see pricing document for further details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our approach to onboarding for your core platform users is a hands-on, guided onboarding experience with your dedicated CSM. Our onboarding is made up of a series of standard platform training sessions and bespoke sessions based on your objectives and goals, which we will uncover in the initial Discovery Workshop and subsequent discovery sessions. ; ; Training and onboarding sessions can be delivered on-prem (subject to appropriate travel costs) or online via Microsoft Teams. ; ; Typically onboarding lasts about 4 weeks to cover our 3 core training sessions, plus bespoke sessions as per the direction of the project plan. However, this phase can be expanded until all core users are comfortable with self-serving their insights as required. ; ; Your team will also have access to our online ‘Nerd Academy’ with video and written guides to each area of the platform including: Projects and permissions, data inputs, themes, topics and sentiment, inbox, frameworks and deep dive, power BI and data exports. Your team will also benefit from our Nerd Club - customer-only drop in sessions sharing success stories, use cases, new features and platform tips from other similar sector-based clients.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Mp4
• End-of-contract data extraction: Users are given the opportunity to export any data they need from the platform through the standard csv export processes. Once they have confirmed they have removed everything they need, then we delete all data from our side in accordance with GDPR legislation.
• End-of-contract process: Offboarding | At least three months before the contract end date, the CSM will arrange a meeting to review objectives, and to either agree the data deletion process or agree a new contractual arrangement. All of our customers are different and we can support as required, e.g. providing evidence for a business case, ROI case studies etc. There are no additional costs for users to export all their data, or for Wordnerds to subsequently delete it, in the event that a contract is not renewed.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We have a policy that all platform learning resources should be released in both written and video format, to allow for different learning styles. We always follow best practice such as adding alt text to images at the point of publication.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The platform is accessed through an online dashboard. Once logged in, users will see a user-friendly interface that allows them to filter their data and then examine it in various different formats - including high level stats, an inbox of individual posts, and an in-depth trending dashboard allowing them to track topics, themes, words and questions over time, in terms of both volume and sentiment. Additional functionality allows users to upload data/connect to additional data sources, train themes, and create regular reports, either on the platform itself or in existing BI tools via a secure data lake.
• Accessibility standards: None or don’t know
• Description of accessibility: We follow appropriate guidelines on colour palette accessibility.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Wordnerds provides an Input API that allows customers to securely push data into the platform using Basic Auth over TLS encryption (minimum TLS 1.2). The API is designed for data ingestion only and follows our approved use cases policy. The Input API cannot be used for data export, or platform configuration/management.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can choose the data sources that are relevant to them - either through our range of public data source integrations, or by uploading or connecting via API to their own sources.; Users can train their own categorisation models in minutes, meaning that they can listen for, and quantify, absolutely anything without having to ask data scientists to train AI themes.; Users can access a secure data lake of their processed and tagged data allowing them to re-integrate it into BI tools or other software/analytics platforms.; Users can add their company logo to the platform's dashboards and reports.

Scaling

• Independence of resources: Wordnerds ensures consistent performance through multi-tenant data isolation, with each customer project segregated into its own dedicated database. Our platform leverages AWS managed services (RDS, Elasticache, Fargate) designed for automatic scaling and performance management. We conduct daily monitoring AWS CloudWatch to ensure services have adequate headroom for growth. This architecture prevents one customer's workload from impacting each other.

Analytics

• Service usage metrics: Yes
• Metrics types: At quarterly Executive Business Reviews your Customer Success Manager will provide metrics for:; - Sentences processed; - Active users; - Themes enabled
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export csv files of the data behind any platform dashboard or report visualisation. Users can choose to export the data as a table, a list of verbatim, or topic snippets. A simple user interface on every page enables the export process, where the user can select the required option, name their file, choose the download location, and be notified once the export is complete. ; ; Users can also download their reports as PDFs to share with non-platform users. ; ; Users can also access their data through a secure data lake for integration or extraction purposes.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: We use Wireguard through our vpn (Harmony SASE)

Availability and resilience

• Guaranteed availability: We commit to 99% platform availability during office hours (9am-5pm, Monday-Friday, excluding bank holidays).
• Approach to resilience: We have comprehensive backup and data recovery processes in place. ; We maintain daily platform and configuration backups with 5-week retention, secured through technical and physical controls at AWS London data centers. Database backups are configured for automatic retention and restoration testing occurs at least twice yearly to verify data usability. Our formal disaster recovery plan includes designated response teams (Information Security Team and Company Directors), established communication protocols, and alternative access methods such as Amazon WorkSpaces virtual desktop service. ; We conduct annual testing of all contingency plans and 2-year cycle disaster recovery table-top exercises to validate our recovery capabilities. For customer data recovery, we provide assistance with Subject Access Requests and maintain 99% platform availability commitment during office hours, with comprehensive incident response procedures to restore service following any physical or technical incidents.
• Outage reporting: Platform Maintenance; To ensure the platform is always performing at its best, maintenance activities are happening all of the time. To ensure maximum uptime, we follow software engineering best practices, using local, development, staging and live environments.; This means that our maintenance work can generally be completed without requiring planned downtime.; Planned maintenance; However there may be a major update that does require planned downtime and on these occasions we aim to do it outside of our office hours. Where we are unable to do this, your CSM will let you know in advance - we aim to send you notice 10 working days before - of any upcoming planned maintenance activities that are scheduled. We also provide you with a rough estimate the platform will be offline for.; Urgent maintenance; There may be occasions where we need to take the platform offline urgently. We would only do this when absolutely necessary and in the best interests of our customers, and we would notify you as soon as practicable about it via your CSM. This could mean that you are notified after the platform is offline.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is strictly controlled through multiple layers. We use JumpCloud Single Sign-On (SSO) for centralised authentication with mandatory multi-factor authentication. Access follows role-based controls with least-privilege principles - staff only get access to what they need for their role. All access requires VPN connection (Harmony SASE) for sensitive systems. SSH access to production servers uses individual, non-shared keys. Regular access audits occur every 6 months, and access is immediately revoked when staff leave through centralised JumpCloud management. All access attempts are logged indefinitely with source IPs and timestamps.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We are Cyber Essentials and CEPlus accredited and are working towards gaining ISO27001 accreditation by October 2026
• Information security policies and processes: We have the following policies in place: Information Security Policy, ensuring we classify data accordingly; Acceptable Use Policy; Disaster Recovery and Business Continuity Plan; Change Management Procedure; Cyber Security Horizon Scanning Policy; Data Protection Impact Assessment Procedure for dealing with new types of data/use cases; Data, Systems and Software Register; Employee Password Policy; Platform Engineering Standards; Data Protection and Privacy Policy; Quality Assurance Policy.; We have a comprehensive staff training and onboarding process (via USecure software platform) which includes policy training, security awareness training and phishing simulations
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wordnerds have a change management process for all major changes. For any changes in functionality or infrastructure of the Wordnerds Platform, a code/peer review process is completed. All changes are subject to a set of automated tests and then a manual QA process before being deployed to live services. ; ; Permissions to make changes are managed at a IAM level without cloud providers to allow only approved staff change configurations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our full vulnerability management processes are detailed in our service definition document. ; Critical OS and software updates are patched automatically during a daily maintenance window or updated periodically. Known security vulnerabilities are patched immediately. General code libraries and packages are updated with each code deployment (where available). Security updates that require a reboot are carried out weekly.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have in place: AWS Guard Duty, AWS Cloud Trail, AWS WAF, AWS Trusted Advisor, GCP Security Hub. We also have in place a daily routine checking key trends of platform activity.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a formal incident management process managed by our Data Security Team. Incidents are classified as Low, High, or Critical based on severity. All High and Critical incidents are documented using Incident Report Forms and trigger our response team (Information Security Team + Company Directors). We notify affected customers within 1 working day. Critical incidents require retrospective reviews and follow-up actions. The process includes clear escalation procedures, status updates appropriate to severity, and integration with our Business Continuity & Disaster Recovery procedures. Reportable data breaches are escalated to the ICO within 72 hours as required by GDPR.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2dd2b817-a264-4c87-91aa-f63063076d83
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 220040a7-7d58-4fb9-b36f-499e0890b0d8
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@wordnerds.ai. Tell them what format you need. It will help if you say what assistive technology you use.