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Sas Sol Description

Comcast is an American telecommunications company that has faced ongoing issues with customer service. Over 1000 consumer complaints were filed against Comcast in October 2016, resulting in a $2.3 million fine from regulators. A new database will track public complaints against Comcast to identify problems and monitor complaint resolution over time. Analysis of the complaint data will provide insights into complaint volumes, types, resolutions, and geographic trends to help address ongoing customer service issues.

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Vandana H N
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2K views2 pages

Sas Sol Description

Comcast is an American telecommunications company that has faced ongoing issues with customer service. Over 1000 consumer complaints were filed against Comcast in October 2016, resulting in a $2.3 million fine from regulators. A new database will track public complaints against Comcast to identify problems and monitor complaint resolution over time. Analysis of the complaint data will provide insights into complaint volumes, types, resolutions, and geographic trends to help address ongoing customer service issues.

Uploaded by

Vandana H N
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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DESCRIPTION

Comcast is an American global telecommunication company. The firm has been providing terrible customer service.
They continue to fall short despite repeated promises to improve. Only last month (October 2016) the authority fined
them a $2.3 million, after receiving over 1000 consumer complaints.
The existing database will serve as a repository of public customer complaints filed against Comcast.
It will help to pin down what is wrong with Comcast's customer service.
Data Dictionary
 Ticket #: Ticket number assigned to each complaint
 Customer Complaint: Description of complaint
 Date: Date of complaint
 Time: Time of complaint
 Received Via: Mode of communication of the complaint
 City: Customer city
 State: Customer state
 Zipcode: Customer zip
 Status: Status of complaint
 Filing on behalf of someone
Analysis Task

- Import data into SAS environment.


- Provide the trend chart for the number of complaints at monthly and daily granularity levels.
- Provide a table with the frequency of complaint types.
o Which complaint types are maximum i.e., around internet, network issues, or acrossany other domains.
- Create a new categorical variable with value as Open and Closed. Open & Pending is to be categorized as Open
and Closed & Solved is to be categorized as Closed.
- Provide state wise status of complaints in a stacked bar chart. Use the categorized variable from Q3. Provide
insights on:
 Which state has the maximum complaints
 Which state has the highest percentage of unresolved complaints
- Provide the percentage of complaints resolved till date, which were received through the
Internet and customer care calls.
The analysis results to be provided with insights wherever applicable.
- Import data into SAS environment.

FILENAME REFFILE '/folders/myfolders/Comcast_telecom_complaints_data.csv';

PROC IMPORT DATAFILE=REFFILE


DBMS=CSV
OUT=WORK.Comcast;
GETNAMES=YES;
RUN;

- Povide the trend chart for the number of complaints at monthly and daily granularity levels

Proc arima data=comcast;


identify var=Date nlag=24;
estimate p=1;
forecast lead=12 interval=month id=Date_month_year
out=comcast_monthlytread;

Run;

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