DSC763: A telecommunication company, MAYS Private Limited, wants to improve its customer experience with services: Customer Analytics Case Study, UiTM, Malaysia

University Universiti Teknologi MARA (UiTM)
Subject DSC763: Customer Analytics

A telecommunication company, MAYS Private Limited, wants to improve its customer experience with services and increase the Net Promoter Score.

Therefore, the Head of the Consumer Business division has proposed a Customer Analytics project for the company. With this project, the company is able to:

  1. Calculate NPS based on customer feedback surveys and analyze the results to identify areas for improvement.
  2. Segment customers into different groups based on NPS scores and analyze the factors that contribute to high or low scores.
  3. Analyze call logs to identify common customer complaints and network issues and use this information to improve network quality and resolve customer issues more effectively.
  4. Use billing information to analyze customer spending patterns and identify opportunities for upselling and cross-selling.
  5. Use predictive analytics to identify customers at risk of low NPS scores and proactively reach out to them with personalized offers and incentives to improve their experience.

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