📞 Customer Complaint Analytics – Cable & Internet Service Provider (US)

🎯 Business Objective (SMART)

• Specific: Reduce repeat complaints and boost customer satisfaction.
• Measurable: Cut complaint volume by 50% in 6 months; reach 90% resolution rate by Q3, 95% by Q4.
• Achievable: Identify top 3 root causes of recurring issues.
• Relevant: Complaints drive churn and hurt brand reputation.
• Time-bound: Deliver insights in 2 weeks to inform Q3–Q4 strategy.

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🧭 Analysis Outline

1. Executive Summary
2. Dataset Overview & Cleaning
3. NLP with BERTopic: Identifying Core Complaint Themes
4. Complaint Volume Trends (Monthly)
5. Source Channel Analysis
6. Geographic Breakdown (State & City)
7. Complaint Status Performance
8. Topic Label Breakdown
9. “Filed on Behalf” Behavior
10. Pareto Analysis
11. WordCloud
12. Conclusion & Recommendations

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📌 Executive Summary

• 📈 +220% complaint surge in June, mainly around data caps and internet services
• 🔥 Top keywords: "Disney", "internet", "services"
• ✅ Resolution rate: 76.75%, but 520 cases remain unresolved
• 🌎 Top complaint states: Georgia, Florida, California
• 🏙️ Highest city-level complaints: Atlanta (with high unresolved rate)
• ✅ Chicago shows strong complaint resolution—potential benchmark city
• ⏱️ SLA: 53.32% unresolved cases are <7 days old; 46.7% are older
• 🎯 Pareto Insight: Focus on data cap and internet service issues for maximum impact