Consumer Complain Analysis
Consumer Complain Analysis
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Finding Consumer Complaints for Different Companies in Various Product Segments
Finding Consumer Complaints for Different Companies in Various Product Segments
Key Responsibilities
Data Collection and Cleaning: Gathered and cleaned the dataset of 14,000 consumer complaints, ensuring data accuracy and consistency.
Exploratory Data Analysis (EDA): Performed EDA to uncover trends, patterns, and key insights, laying the foundation for further analysis.
Report Generation: Utilized Excel formulas to generate detailed reports, highlighting the top 5 companies and issues, complaint resolution times, delays, and monthly complaint trends.
Dashboard Creation: Designed and developed an interactive dashboard that displayed key performance indicators (KPIs) and provided clear, actionable insights to support business decisions.
Collaboration: Worked closely with stakeholders to understand business requirements and ensure that the reports and dashboards met their needs.
Insight Communication: Effectively communicated findings and insights to stakeholders, enabling them to make data-driven decisions
Conclusion of the Report/Analysis-
1. Most Number of complaints were filed in year 2015 which is 31% from years 2013-2016
2. Average Complain Resolution time in 2013 is 11.67 days which is maximum from year 2013-2016. Although it is declining Year to year and Almost remain half i.e. 6.5 days till Year 2016
3. We observed in table 1.iii that Total Complaints Vs Complaints Resolved timely with "Yes" is Sharp Increasing till year 2015 and then decline observed in 2016.
4. Most of the Complaints had been filed against Mortgage as a product.
5. Most number of complains were filed via Web as medium of filling the complaints
6. If need to take the action to resolve the issues on service wise then most number of complains were registered in "Loan servicing, payments, escrow accounts", followed by "Account opening , closing or management". If these two sector's issues will resolved on priority wise then more than 50% of complaints can be reduce.
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