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Project - Comcast Telecom Consumer Complaints

Comcast, an American telecommunications company, has received over 1,000 consumer complaints in October 2016 resulting in a $2.3 million fine due to poor customer service. A database of public complaints filed against Comcast will help identify issues with their customer service. An analysis of the complaint data will examine trends in complaints over time and by location, complaint types, and resolution rates to provide insights into improving Comcast's customer experience.

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Priyanka Joardar
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99 views1 page

Project - Comcast Telecom Consumer Complaints

Comcast, an American telecommunications company, has received over 1,000 consumer complaints in October 2016 resulting in a $2.3 million fine due to poor customer service. A database of public complaints filed against Comcast will help identify issues with their customer service. An analysis of the complaint data will examine trends in complaints over time and by location, complaint types, and resolution rates to provide insights into improving Comcast's customer experience.

Uploaded by

Priyanka Joardar
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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Comcast Telecom Consumer Complaints

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.

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