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The Brief
Arizona Computer Stores, an Arizona Group of Companies subsidiary, has launched several new products and would like to gain insight into their customer service support. They have been getting several complaints from customers.
As their BI Analyst, the Customer Service Manager would like you to analyze the customer service support data and develop reports and dashboards to answer the following questions;
- What issues are customers facing the most so they can adopt measures to rectify those issues?
- How many issues have been resolved and unresolved so far?
- How severe were the issues, and how satisfied was the customer?
- Which period did they receive the most complaints?
- Identify other trends and patterns.
Tools: TABLEAU
Process and Implementation
Data Exploration
Dashboard Planning
Data Modeling and Transformation
Data Visualization
Data Exploration
Data Exploration
- Data Definition: Table & Columns Definition (not included in the demo)
- Data Profiling – Count of Rows, Nulls, Duplicates, Value Count, Min, Max, Mean, Median (not included in the demo)
Dashboard Planning
Dashboard planning is critical to delivering clear and valuable insights to stakeholders.
We would follow the steps below;
- Understand the needs, requirements, and goals of business users.
- Explore the data and prioritize the business needs.
- Define the purpose, audience, and consumption.
- Choose the right metrics.
- Choose the right charts, filters, colors, fonts, and icons.
- Develop a wireframe and mockup.
- Eliminate noise – anything that takes up space and doesn’t add value. For example, excessive colors, background images, grid lines, and 3d charts.
- Design layout to focus attention – use size and color to drive attention, group related elements, z or f reading pattern on chart importance.
- Use descriptive data labels to tell a story.
- Optimize for multiple devices.
Data Modeling and Transformation
Data Modeling and Transformation
One data source was used for the project. No table joins were performed.
Calculated fields created include;
- % Closed Tickets
- % Open Tickets
- % Resolved Tickets
- % Satisfied Tickets
- Avg Request Per Day
- Avg Request Per Week
- CW Tickets
- PW Tickets
- Satisfied Tickets
- WoW Current
- Highly Satisfied Tickets
Data Visualization