Data Analytics

Context and Scope:

A supermarket chain in the US wanted to analyze its customer care data to bring out consolidated and meaningful insights from the large volume of customer feedback that it captures on an ongoing basis. We were engaged to categorize and analyze customer comments in order to bring out significant actionable insights that required remedial action and evaluate areas which the client could leverage to improve customer satisfaction.

TSC Approach:

TSC received data from the Customer Services department, providing verbatim customer feedback. The entire data set was sliced into appropriate and exhaustive categories after sifting through a defined sample of customer comments. Smaller categories were rolled-up into broader buckets in order to draw a meaningful analysis after the data was cross-tabulated with other key field

s on demographics, seasonal trends and store locations.

Deliverable:

The categories were analyzed to develop emerging trends in customer feedback, grievances and suggestions - all sliced by store location, time of purchase and demographics. In addition, customer behavior by seasonal trends were also identified in order to pre-empt issues that could arise again