Advanced Excel Project
This project involved analyzing customer feedback to assess the perception of an airline's services. Using Excel, the data was cleaned and organized, and key metrics such as customer satisfaction scores, complaint categories, and service ratings were calculated. PivotTables and Conditional Formatting were used to visualize trends, while advanced formulas like VLOOKUP and IF helped segment data. The analysis provided actionable insights into areas requiring improvement to enhance customer experience.
Project Description
Customer Sentiment Analysis for an Airline Using Microsoft Excel
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1. DATA SURVEY
The project began with a survey dataset that was transformed into a structured table to streamline data processing. The "Full Name" column was split into two separate columns: "First Name" and "Last Name" using Excel's "Text to Columns" feature. Finally, a new column was created, combining the last name, first name, and academic title (if applicable) in the format "Last Name, First Name, Title" using the CONCATENATE function for clarity and professional presentation.
2. CUSTOMER SATISFACION ANALYSIS USING PIVOT
The second step involved creating pivot tables to analyze customer satisfaction and the impact of flight delays on their overall experience. These tables explored correlations between delays and satisfaction scores. Additionally, the analysis evaluated how the type of travel (business or personal) influenced the average delay ratings. Visualizations, including bar and line charts, were generated to effectively communicate the findings and trends.