CASE STUDY
### **1. The client said our services are not good. What should I do?**
1. **Understand the Problem:**
- Conduct a root cause analysis to understand why the client perceives the service as subpar.
- Collect and analyze client feedback data from surveys, reviews, support tickets, and NPS (Net
Promoter Score) ratings.
2. **Analyze Service Metrics:**
- Identify key performance indicators (KPIs) relevant to the client's experience, such as response
time, resolution time, product quality, or service uptime.
- Use descriptive statistics to analyze trends and anomalies in these KPIs.
3. **Segment and Personalize:**
- Segment customers based on their behavior, purchase history, or demographics.
- Understand if the dissatisfaction is specific to certain segments or is a broader issue.
4. **Use Sentiment Analysis:**
- Apply natural language processing (NLP) to assess client sentiment from textual feedback.
- Identify frequently mentioned pain points or recurring issues.
5. **Propose Solutions:**
- Create predictive models to identify high-risk clients who might churn due to dissatisfaction.
- Develop a recommendation system to personalize client interactions and enhance their
experience.
6. **Monitor Changes:**
- Design A/B testing experiments for new service improvements.
- Measure the impact of implemented changes on client satisfaction.
**Outcome:**
- Provide actionable insights to improve services.
- Demonstrate how data-driven decisions can address client concerns.
### **2. The new Vice President sees the company reports and it is performing poorly
compared to the previous VP’s tenure. What can a data scientist do in this?**
1. **Compare Historical Data:**
- Perform a comparative analysis of performance metrics during both tenures.
- Use statistical testing (e.g., t-tests) to determine if the difference is statistically significant or due
to random variation.
2. **Identify Key Metrics:**
- Collaborate with stakeholders to determine which KPIs define "performance" (e.g., revenue,
customer satisfaction, operational efficiency).
- Analyze trends in these KPIs over time.
3. **Investigate Root Causes:**
- Explore changes in processes, policies, or market conditions that occurred after the new VP's
tenure began.
- Use causal inference techniques to attribute the decline to specific factors.
4. **Build Predictive Models:**
- Create predictive models to identify leading indicators of poor performance.
- Forecast future performance based on current trends and external variables.
5. **Evaluate Changes in Strategy:**
- Analyze the impact of any strategic shifts introduced by the new VP.
- Use A/B testing or time series analysis to evaluate the effectiveness of new initiatives.
6. **Develop Dashboards:**
- Create interactive dashboards to track and visualize real-time performance.
- Highlight actionable insights for improvement.
**Outcome:**
- Provide evidence-based recommendations to improve company performance.
- Help the VP identify and address specific issues affecting the company’s success.
