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Customer Satisfaction Analysis

The document outlines a process for analyzing customer satisfaction related to outages by retrieving and filtering feedback data from specific datasets. It includes steps for calculating key metrics such as the number of complaints, average resolution time, Net Promoter Score (NPS), and Customer Effort Score (CES). The analysis aims to provide insights into customer sentiment and the effectiveness of outage management and support processes.

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pradyothan
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8 views1 page

Customer Satisfaction Analysis

The document outlines a process for analyzing customer satisfaction related to outages by retrieving and filtering feedback data from specific datasets. It includes steps for calculating key metrics such as the number of complaints, average resolution time, Net Promoter Score (NPS), and Customer Effort Score (CES). The analysis aims to provide insights into customer sentiment and the effectiveness of outage management and support processes.

Uploaded by

pradyothan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Customer Satisfaction Analysis:

1.​ Retrieve customer feedback data:


●​ Access the "AGENT511_COMED"."agent511_correspondence_parquet" dataset.
●​ Identify fields containing customer feedback, ratings, and sentiment.
2.​ Analyze customer satisfaction during and after outages:
●​ Filter the dataset to include interactions specifically related to outage events.
●​ Extract customer feedback, ratings, and sentiment during the outage period.
●​ Calculate satisfaction rates by analyzing positive/negative feedback and ratings.
3.​ Investigate customer complaints:
●​ Retrieve customer notes and remarks from the "CIMS."cims_cu10tb26_remarks"
table.
●​ Filter the dataset to include complaints specifically related to outages.
●​ Identify keywords or indicators of outage-related complaints.
4.​ Calculate key customer satisfaction metrics:
●​ Determine the number of customer complaints per outage event.
●​ Calculate the average complaint resolution time by analyzing the timestamps of
complaint resolutions.
●​ Compute the Net Promoter Score (NPS) by categorizing customer ratings as
promoters, passives, or detractors.
●​ Calculate the Customer Effort Score (CES) by evaluating the ease of resolving
customer complaints.
Steps:
1.​ Retrieve customer feedback data from the
"AGENT511_COMED"."agent511_correspondence_parquet" dataset.
2.​ Filter the dataset to include interactions during outage events.
3.​ Extract relevant fields containing customer feedback, ratings, and sentiment.
4.​ Analyze customer satisfaction rates by assessing positive/negative feedback and ratings
during outages.
5.​ Retrieve customer notes and remarks from the "CIMS."cims_cu10tb26_remarks" table.
6.​ Filter the dataset to include complaints related to outages.
7.​ Identify keywords or indicators of outage-related complaints in the dataset.
8.​ Calculate the number of customer complaints per outage event.
9.​ Analyze timestamps to determine the average complaint resolution time.
10.​Categorize customer ratings as promoters, passives, or detractors to calculate the Net
Promoter Score (NPS).
11.​Evaluate the ease of resolving customer complaints to calculate the Customer Effort
Score (CES).
12.​Document the findings and insights related to customer satisfaction levels and
complaints during and after outages.
By following these steps, you will be able to analyze customer satisfaction levels, investigate
complaints, and calculate key customer satisfaction metrics to gain insights into customer
sentiment and the effectiveness of outage management and customer support processes.

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