Bank Consumer Complaints
The project brief was to Analyze Customer Complaints .
A. Data Provided: We were provided with unstructured data in various files for last ten years. It had Dates and notes!!
B. Our Approach: We harmonized the data and classified every complaint into following dimensions:
1. Products & Sub Products.
2. Complaint Issues and Sub-issues. By analyzing the issues and sub-issues, main pain points were pinpointed leading to change in business processes.
3. Customer Country and City/Area.
4. Channel Used for Submitting Complaint.
5. Turn Around Time to Resolve the complaint. This measurement is essential for maintaining customer satisfaction and regulatory compliance. It was calculated for each product and issue. Trends over time were calculated and compared with benchmarks for acceptable turnaround times. Issues that consistently took longer to resolve were further investigated, bottlenecks removed, and processes streamlined.
6. Did the customer dispute the resolution?
1. A Data-Model was created to combine several Master and Transactional tables..
2. DAX in Power BI was used to calculate various Measures. A few formulas were complex!
3. An Interactive one-page Dashboard was created which could be accessed on Mobiles as well as Laptops. The up-to-date data was fed into dashboard once every day, at 6:00 AM.
