BYUEMBA2020-Group1-ConsumerComplaints

December 20, 2018

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Analyzing consumer complaint data to determine the likelihood of customers raising dispute on a resolution
Handling customer complaints and disputes is an integral part of the operations for any Company. If the process is not designed well, complaints could become a nightmare resulting in financial losses, lawsuits, employee dissatisfaction and brand damage. In this project we will be analyzing the customer complaint data from companies in the Financial services domain. We will be looking into a variety of parameters like Product (Mortgage, Credit Reporting, etc.) and the details of the complaints received from customers for these products. We will also be looking into the response from the Company to these complaints. The project objective is to create a prediction calculator which tells us whether the customer would dispute the resolution, after the Company has provided its response to the complaint.