ComCast-Analysis.

Comcast Telecom Consumer Complaints Analysis

Business Case

Comcast is a global telecommunication company based in America. Despite being a significant player in the market, they have faced consistent challenges related to customer service. The company has received a large number of consumer complaints, leading to a fine of $2.3 million in October 2016.

This project aims to analyze a dataset containing customer complaints to:

• Identify trends in the complaints.
• Understand the domains where most complaints are coming from.
• Determine the states with the highest number of complaints and unresolved complaints.
• Assess the efficiency of their customer service channels (Internet and Customer Care Calls) in resolving complaints.

Dataset

The dataset contains the following columns:

• Ticket #: Ticket number assigned to each complaint.
• Customer Complaint: Description of the complaint.
• Date: Date of the complaint.
• Time: Time of the complaint.
• Received Via: Mode of communication of the complaint.
• City: Customer's city.
• State: Customer's state.
• Zip code: Customer's zip code.
• Status: Status of the complaint (Open, Closed, Solved, Pending).
• Filing on Behalf of Someone: Indicates if the complaint was filed on behalf of someone else.

Analysis

1. Trend Analysis:

• Plotted a trend chart for the number of complaints at both monthly and daily granularity levels.

2. Complaint Types:

• Identified and tabulated the frequency of complaint types.
• Found that issues related to "Internet" and "Data Cap" are among the top concerns of customers.

3. Status Categorization:

• Categorized the status of complaints into two categories: "Open" (includes 'Open' & 'Pending') and "Closed" (includes 'Closed' & 'Solved').

4. State-wise Analysis:

• Visualized the state-wise distribution of complaints using a stacked bar chart.
• Identified that Georgia has the maximum complaints, while Kansas has the highest percentage of unresolved complaints.

5. Efficiency of Customer Service Channels:

• Calculated that approximately 76.75% of complaints received through the Internet or customer care calls have been resolved to date.

Insights

• There's a significant spike in complaints in June.
• "Internet" and "Data Cap" related issues are prevalent among customers.
• While Georgia has the highest number of complaints, Kansas needs attention as a significant portion of its complaints remains unresolved.

Conclusion

Through this analysis, Comcast can gain actionable insights into improving its customer service, focusing on specific states, and addressing prevalent issues faced by its consumers.

Tools & Libraries Used

• Python
• Pandas: Data manipulation and analysis.
• Matplotlib & Seaborn: Data visualization.