Financial Consumer Complaints Data Analysis Using Tableau Dashboard

LINKS:

Lets Connect

Go to my LinkedIn 🌐

Go to My Dashboard

Go to My Dashboard

OVERVIEW:

PROJECT NAME
ABOUT PROJECT
APPROACH - PROJECT PLANNING & AIMS GRID
DASHBOARD CONTENT
DASHBOARD
INSIGHT GAIN
RESULT
NOTE

PROJECT NAME:

Financial Consumer Complaints Data Analysis Using Tableau Dashboard - A Complete KPI Analysis Project

ABOUT PROJECT:

Developed Financial Consumer Complaints Dashboard which tracks all complaints and analyses trends in all categories. It's a Business ready Dashboard that allows employees to make data-driven decisions by evaluating each KPI Metric. The Inspiration for this dashboard is taken from Gandes Goldestan. It is a dynamic dashboard, where any user able to select date range at the top right of dashboard and can see the magic of map and chart.

APPROACH - PROJECT PLANNING & AIMS GRID:

1. Purpose: What? Why? What do we want to achieve?

  It is critical to analyses customer complaint data to determine the root reasons of consumer unhappiness 
  and make necessary modifications. By analyzing, how intelligent computing may be utilized to better understand 
  and enhance public services through analysis using Tableau Interactive Dashboard.

  As the date is changing, financial consumer complaints dashboard will update automatically and enable us to 
  visualize your data accordingly. This Dashboard based on Financial Complaints taken by consumers to determine 
  the root reasons of consumer unhappiness and make necessary modifications.

2. End Result: What do we want to achieve?

An Automated Dashboard providing quick & tracks all complaints and analyses trends in order to support data driven decision making.

3. Success Criteria: What will be our success criteria?

  •	Dashboards uncovering Consumer Complaints with latest data available by evaluating each KPI Metric.

  •	Understanding why Maximum no. of complaints are of credit card. Providing Better Credit Card Facilities and Services.

  •	Consumers’ top issue was regarding ‘Managing an Account’, followed by Deposits & Withdrawal. Providing Better Solutions.

DASHBOARD CONTENT:

1. Total complaints filed.

2. Timely response to those complaints.

3. No. of issues resolved at no cost.

4. Complaints associated with different types of issues.

5. Complaints submitted by different States.

6. Complaints by Media.

7. Complaints associated with different products.

8. Disputed customers percentage.

DASHBOARD:

VIDEO:

Dashboard.White.mp4

OVERVIEW OF VISUALIZATION:

1. KPIs are placed at the top of the dashboard, to easily view the figures associated with 'Total Complaints', 'Timely Response', 'Complaints In Progress', 'Disputed Rate' and 'Resolved at No Cost'.

2. Complaints are segmented by 'Issue', 'States', 'Media', 'Product'. For States, a ‘hex map’ is used, for Media, a ‘Lollipop’ chart is used.

3. A ‘Donut’ Chart is used to show the percentage of disputed customers.

4. I received inspiration for the 'Hex Tile Maps' from 'Sir Viz-a-lot' blogs by "Matt Chambers, MBA".

Insight Gained:

• 75,513 - Total number of Complaints were recovered. ¬

• 98.05% of responses by bank were delivered in time as shown by horizontal bar chart.

• There were 283 complaints pending which, a minute 0.37% of the total Companies’ response to Consumer. It implies that Bank is quick in handling cases majorly.

• 84.52% of cases were resolved with NO monetary relief.

• The Highest Number of Complaints wrt to Products/Services were found in as follows; o Credit Card ~ 19,176 (25.36%) o Checking or Saving Account ~ 13,436(17.79%) o Mortgage ~ 12,470 (16.51%)

• There were 31,203 complaints in Customer Dispute Cases approximately 40% of the total. Whereas 50% of the complaints are in ‘NA’ category. Here 2 Pie Chart were created and dual axis feature was used.

• Almost 50% of the Complaints were submitted via Internet ie. Website, Portal, Mobile App etc.

• Consumers’ top issue was regarding ‘Managing an Account’, followed by Deposits & Withdrawal.

• For complaints arising from different states, I created ‘hex map’ for better view. States with highest number of complaints was shown in darker shade. States with small number of complaints was shown in lighter shade. The intensity of shade from darker to lighter were used for corresponding number of complaints.

Results

1. I observed that from 2012 to 2021 total no of complaints filed are 75,513, out of 75,513 total response which are in progress is 283.

2. Disputed complaints are 7,363.

3. Maximum complaint are submitted via web approx. 40k.

4. If we talk about product, Maximum no. of complaints are of credit card.

NOTE:

I have uploaded all the files, datasets, workbook, icons above. Feel free to use this Project's resourses for your next Project. If you like this Project and Dashboard give it a Star or just tell me. It'll make me feel Good :)

Go to my LinkedIn 🌐

Here is Dashboard in Black. Tell me which one do you like??

My Other Projects:

• ATLIQ Sales Insight 💻

• HR Analytics using Tableau 📜

• KPI Dashboard of Car Sales Opportunities 🛰️

• Github Profile 🧮

• Linkedin 🤝