Comcast Telecom Consumer Complaints

DESCRIPTION
Comcast is an American global telecommunication company. The firm has been providing terrible
customer service. They continue to fall short despite repeated promises to improve. Only last month
(October 2016) the authority fined them a $2.3 million, after receiving over 1000 consumer complaints.
The existing database will serve as a repository of public customer complaints filed against Comcast.
It will help to pin down what is wrong with Comcast's customer service.
Data Dictionary
Ticket #: Ticket number assigned to each complaint
Customer Complaint: Description of complaint
Date: Date of complaint
Time: Time of complaint
Received Via: Mode of communication of the complaint
City: Customer city
State: Customer state
Zipcode: Customer zip
Status: Status of complaint
Filing on behalf of someone
Analysis Task

- Import data into SAS environment.

- Provide the trend chart for the number of complaints at monthly and daily granularity levels.
- Provide a table with the frequency of complaint types.
      Which complaint types are maximum i.e., around internet, network issues, or across any other
domains.
- Create a new categorical variable with value as Open and Closed. Open & Pending is to be categorized
as Open and Closed & Solved is to be categorized as Closed.
- Provide state wise status of complaints in a stacked bar chart. Use the categorized variable from Q3.
Provide insights on:
Which state has the maximum complaints
Which state has the highest percentage of unresolved complaints
- Provide the percentage of complaints resolved till date, which were received through the
Internet and customer care calls.
The analysis results to be provided with insights wherever applicable.
Proc SQL;
Create table Comcast_1 as
Select Date, count (Ticket__) as N_Com
From Comcast
Where date is not null
Group by 1
Order by 1;
Quit;

Proc timeseries data = Comcast_1

Plots = series
/* PRINT = trends */
Out = Comcast_monthly;

/* ID Order_Date INTERVAL = week.3 Accumulate = total; */

ID Date INTERVAL =month Accumulate=total;
VAR N_Com;
Run;

Proc timeseries data = Comcast_1

Plots = series
/* PRINT = trends */
Out = Comcast_daily;

/* ID Order_Date INTERVAL = week.3 Accumulate = total; */

ID Date INTERVAL =day Accumulate=total;
VAR N_Com;
Run;

****************************************************************************
Proc sql;
Create table Comcast_1 as
Select *, case when

End as complaint_type
From Comcast;
quit
proc freq data = Comcast_1;
table Complaint_type;
run;

*************

Proc sql;
Create table Comcast_2 as
Select *, case
When status in (‘closed’,’..’) then ‘closed’
When status in (‘open,’..’) then ‘open’
Else “NA”
end as new_status
From Comcast_2;
Quit;

Proc freq
Proc SQL

case
when findw(customer_complaint,'Internet') or findw(customer_complaint,'isp')
or findw(customer_complaint,'data cap') or findw(customer_complaint,'Data usage caps')
> 0 then'Internet'
when findw(customer_complaint,'Network') or findw(customer_complaint,'No Service')
or findw(customer_complaint,'data')or findw(customer_complaint,'bandwidth')
or findw(customer_complaint,'Intermittent') or findw(customer_complaint,'lack of service')
or findw(customer_complaint,'Slow Speed') or findw(customer_complaint,'poor Service')
or findw(customer_complaint,'Poor Quality Service') > 0 then 'Network'
else 'other domains' END as Com

when findw(Customer_Complaint, 'internet') > 0 then "Internet"

when findw(Customer_Complaint, 'network') > 0 then "Network