CSAT Analysis for CE - Tableau

In this project, I analyzed customer satisfaction (CSAT) data to uncover key drivers of customer experience and identify areas for service improvement. Using Tableau for visualization, I developed actionable insights that helped enhance service quality and customer satisfaction 

1. Overall CSAT Overview for August

• Overall CSAT: 86.05%

  • The highest CSAT score comes from the Outcall channel, matching the overall CSAT at 86.05%.

  • Email Channel has the lowest CSAT at 76.84%, suggesting that there may be room for improvement in the email-based customer support.

2. CSAT by Channel (Email, Inbound, Outcall)

• Email Channel:

  • CSAT: 76.84%

  • The Email channel has the lowest overall CSAT compared to Inbound and Outcall. This indicates potential areas for improvement in customer service response and communication through email.

• Inbound:

  • CSAT: 85.68%

  • The Inbound channel is performing better than the Email channel but still has room to improve compared to the Outcall channel.

• Outcall:

  • CSAT: 86.05%

  • The Outcall channel has the best customer satisfaction, which could suggest effective customer engagement, proactive outreach, or higher service quality.

3. CSAT by Shift

• Afternoon & Evening Shifts:

  • Both the Afternoon and Evening shifts have a strong CSAT score of 86.30%, performing at the top levels.

• Morning Shift:

  • CSAT: 84.20%

  • The Morning shift has the lowest score, which might indicate challenges in service quality during this period. Consider exploring if staff training, resource allocation, or process improvements are needed in the morning.

• Night Shift:

  • CSAT: 85.6%

  • The Night shift performs well, though not as highly as the Afternoon and Evening shifts. This could be another shift worth investigating for slight improvements.

• Split Shift:

  • CSAT: 89.70%

  • The Split shift is performing the best, indicating that this shift might have a higher level of service or more dedicated resources during this time.

4. CSAT by Category

• Highest CSAT by Category: Payments Related

  • The Payments Related category is the highest-performing in terms of CSAT, indicating customers are generally satisfied with how payment-related queries are handled.

• Lowest CSAT by Category: Others

  • The Others category has the lowest CSAT, suggesting that customers in this category might be experiencing issues or are dissatisfied with the resolution of their concerns. This could require further investigation into specific issues in this category.

5. Focusing on the Email Channel

• CSAT by Shift for Email:

  • Afternoon Shift: 74.40% (Lowest CSAT for Email)

  • Evening Shift: 79.10%

  • Morning Shift: 74.50%

  • Night Shift: 84.60% (Highest CSAT for Email)

  • Split Shift: 86.30%

• The Afternoon and Morning shifts have the lowest CSAT for email interactions, suggesting these times might need additional attention, either through better staffing or improved customer service training during these periods. Night shift performs the best, which could serve as a model for improving other shifts.

• CSAT by Category for Email:

  • Highest CSAT: Offers and Cashback

    • Customers are more satisfied with email interactions related to Offers and Cashback, which might be an area where communication is clearer or issues are resolved more efficiently.

  • Lowest CSAT: Product Query

    • The Product Query category has the lowest CSAT in the email channel, suggesting that customers may not be getting satisfactory answers or resolutions for product-related inquiries through email.

Key Insights & Recommendations:

1. Improvement Needed for Email Channel:

   • The Email channel has the lowest CSAT, particularly in the Afternoon and Morning shifts. This could be due to factors such as slower response times, less effective communication, or more complex customer issues being resolved through email.

   • Consider investigating staffing levels or quality of service during these shifts. Training for agents handling email queries might help increase satisfaction, especially in the Product Query category.

2. Optimize Performance During Morning and Afternoon Shifts:

   • The Morning and Afternoon shifts have relatively lower CSAT scores overall. Investigate factors like agent performance, workload, and resource allocation during these times. You might also want to analyze customer sentiment or feedback during these shifts to identify specific pain points.

3. Leverage Best Practices from Night Shift:

   • The Night shift performs well for both the overall CSAT and within the Email channel. You might want to study what works well during this shift—whether it’s agent expertise, customer handling techniques, or other factors—and apply these best practices to other shifts.

4. Focus on High-performing Categories:

   • The Payments Related category is performing the best in terms of CSAT, so continue to ensure that payment-related issues are resolved efficiently.

   • The Product Query category within the Email channel has a low CSAT, which is an area that could benefit from improved communication or more detailed responses.

5. Target the "Others" Category for Improvement:

   • Since the "Others" category has the lowest CSAT, it might represent a broad range of issues that are harder to resolve or not categorized efficiently. Investigate specific complaints and work to standardize or streamline responses to this category.