Nerds With Words Ltd

Wordnerds Real-time Social Listening / Public Sentiment Analysis Platform

Our cutting-edge Social listening platform Sentiment+ combines AI with old-school linguistics, surfacing real-time sentiment, topics and contextual themes that can be trended/reported over time. Allowing government organisations to uncover and understand the true voice of the public. Platform Input sources include Social Media, Review Sites, Forums, owned CSV data.


  • Real-time Social Listening
  • Big Data Text Analysis
  • Review Management, Aggregate - Manage - Understand
  • (AI) Artificial Intelligence text understanding
  • Business Insight / Intelligence
  • (ML) Machine Learning Text Analysis
  • Smart Text Filtering
  • Topic Modelling
  • Unstructured Text Understanding
  • Sentiment Analysis


  • Find leads, problems and specific data on social media
  • Uncover valuable actionable insight hidden within large data sets
  • Uncover the true voice of the customer / target audience
  • Find leads or issues within in big data sets
  • Understand trends and topics
  • Find out how people really feel


£500 per instance per month

  • Education pricing available

Service documents


G-Cloud 11

Service ID

2 8 6 2 8 5 3 5 1 3 6 6 8 8 3


Nerds With Words Ltd

Luke Walker


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to We can interact with CRM systems, and analyses social media data, but users can also upload their own data on csv.
Cloud deployment model Private cloud
Service constraints No constaints to the service are expected.
System requirements There are no system requirements needed to access our platform

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our standard SLA is to respond to any service emails within 48 hours.
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 Onsite support
Support levels Every client is assigned a Client Services Manager as standard to manage their account/offer support on an ongoing basis throughout the tenure of their agreed contract.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All users receive either onsite or online training of the software, together with documentation and phone and email support.

For larger clients, we also offer a full workshop where we help users to identify organisational problems that our software cold help to remedy, collate and itemise potential sources of data, and understand the software more fully
Service documentation No
End-of-contract data extraction All data is provided to the user in csv form at the end of the contract.
End-of-contract process Wordnerds operates a software as a service model. Users pay a monthly licence fee, generally contracting for 12 or 24 months. The contract entitles the user to create projects on our dashboard. At the end of a contract, if the user declines to renew, the dashboard is closed down and the data saved in the dashboard is returned

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Service interface Yes
Description of service interface The service is an online platform, with visualisations of the processed text data to allow users to find actionable insight quickly and easily from large quantities of text data.
Accessibility standards None or don’t know
Description of accessibility Our web-based platform satisfies all relevant WCAG 2.0 Requirements, including:

We ensure that colour is not used as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.

Large-scale text and images of large-scale text have a contrast ratio of at least 3:1.

Text can be resized without assistive technology up to 500 percent without loss of content or functionality.

Text is used to convey information rather than images of text.

All functionality of the content is operable through a keyboard interface
Accessibility testing None.
Customisation available Yes
Description of customisation Users can receive alert emails when real-time text satisifies specific criteria chosen by the user

Users can also select, edit and deselect datastreams.


Independence of resources We have a multi-tenant infrastructure where separate databases and caching services are automatically created for each client. No shared tables exists which hold multiple clients data other than a table containing the list of clients to resolve which client is connecting based on subdomain.


Service usage metrics Yes
Metrics types Upon request, we can provide regular analyses of users interaction with the dashboard, data that has been flagged, and where appropriate, messages that each user has responded to.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Wordnerds services offer a csv download functionality, allowing users to take the granular data for use in other models.

We are currently trialling pdf downloads of all our visualisations. This funtionality will be introduced to Wordnerds products over the next six months.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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 Client data is encrypted in transit between our Web Servers and the client's browser using TLS1.3. User passwords are never stored, a hashed version is stored using Argon2i.

Availability and resilience

Availability and resilience
Guaranteed availability We agree minimum levels of accessibility to the platform. It the platform is down for one full day at any point in the month, users are entitled to a partial refund of that months licence fee.
Approach to resilience Our network and server infrastructure is hosted with Rackspace in the London data centre. Services requiring a public connection are on a VLAN connected to the internet with only the required ports open. Services that are for internal use (e.g. database) are on a separate VLAN only accessible internally. This segregation is provided by Rackspace.
Outage reporting All outages are reported through an internal Slack channel.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels Within the application, user levels exist with privileged access (Wordnerds employees) which would allow access to client data. These accounts are only available to Wordnerds staff who require this level of access to support clients. These accounts have passwords managed by Lastpass with randomised passwords. Staff responsibility or termination is managed by the company password policy so their credentials will be removed from lastpass to prevent access where no longer authorised. Developer access to the production environment is managed by SSH keys which are removed under the same policy.
Access restriction testing frequency At least once a year
Management access authentication Public key authentication (including by TLS client certificate)

Audit information for users

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach The password policy requires all passwords for applications to be managed by the LastPass service. Upon an employee leaving the company or changing role, their LastPass authorisation will be changed or removed accordingly. For staff requiring access to the servers via SSH, SSH keys are required for access and will be removed when necessary.

Wordnerds has no internal IT infrastructure. All file management and online communication is managed via GSuite
Information security policies and processes As part our new staff induction, all staff are familiarised with our policies on data protection, email & internet usage, remote working and employee information security. After expansion, we intend to give each member of staff a refresher on these policies annually.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We have regular code reviews upon any feature change in any of our platforms, performed by another member of staff.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All OS patches are automatically installed nightly on their release. Routine maintenance is conducted monthly which consists of:
Updating the application third party packages with any minor or security updates and re-testing
Restarting any servers which require it to fully install any security updates
Check server resources and usage statistics to see if there is anything unusual

Any notable security event (i.e. vulnerability announced by a vendor) would be address as soon as practicable.
Protective monitoring type Supplier-defined controls
Protective monitoring approach For application access, new user logins from unrecognised IP addresses can be notified to the user so they are aware of potentially suspicious usage of their account and can notify us if they don't recognise it.
Incident management type Supplier-defined controls
Incident management approach Users are issued with a named customer service agent, and can report any incidents to them, or via a generic email inbox which is checked during office hours.

Incident reports are made available to clients on request.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £500 per instance per month
Discount for educational organisations Yes
Free trial available No

Service documents

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