2. Summary of the Problem and key
challenges
Organization is looking into the customer satisfaction rating and trying to identify and fix if there
is a problem.
Customer Satisfaction rating is not vey promising.
The employees are ahead in the NPS, and Customer Retention Rate. They fall behind on the
CSAT and 1st response time.
Ability, Motivation, Opportunity and direction are the key factors behind someone’s
performance. Identifying the skill gap of the employees is one of the key challenge.
3. Customer service calls and satisfaction rating analysis (Visualization)
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
complaint calls returns calls calls for delayed
or missed
deliveries
calls for new
order bookings
calls for general
queries (FAQs)
Percentages
of
calls
Types of Calls
(Total no. of calls :1000)
2.89
2.95
4
3.92
3.98
0
1
2
3
4
Average customer satisfaction
rating for complaint calls
Average customer satisfaction
rating for returns calls
Average customer satisfaction
rating for delayed/missed
delivery calls
Average customer satisfaction
rating for new order booking
calls
Average customer satisfaction
rating for general query (FAQs)
calls
RATINGS
0
2
4
6
8
10
12
0 1 2 3 4 5 6
AVG
Median
Avg Median Linear (Avg) Linear (Median)
Complaints
Calls
Other call
types
Customer
s calls are
majorly
complain
ts related
Complaints calls have
the lowest ratings
4. Insights from the analysis
o Complaints calls are having more avg call time than others, and the median call time for
complaints related call is 11.26.
o Complaints call got lowest customer satisfaction rate.
o Delayed/missed delivery related calls have received highest customer rating.
o Return calls and complaint calls have average rating below 3.
o Inference based on the hypothesis is The complaints team is performing less compare to other
groups.
5. Recommendation
Identification of the skill gap based on the historic skill rating data.
Arrange trainings in the following categories based on the skill gap data:
1. Effective communication skills
2. Problem-solving skills
3. Leadership
4. Decision Making
Measuring the effectiveness of the above mentioned trainings
Make the customer executive more knowledgeable regarding the business and product, so that they can
understand customers problems more effectively and provide accurate and effective solution
Arrange reward program and perks for employees to keep them motivated.
**Learnings From the Project: HR analytics, end to end problem solving, Team building and effective team work.
