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QA FINANCIAL OPS

In this project, the objective is to analyze from the dataset sample of Financial operation #RWFD
qa ops

##TABLEAU DASHBOARD

CONCLUSIONS

1. Overall Complaint Statistics

  • Total Complaints: 75,513 complaints logged between December 2011 and October 2020.

  • Timely Response Rate: An impressive 98.1%, indicating strong responsiveness to customer issues.

  • In Progress: Only 283 complaints (0.37%) remain unresolved, showcasing efficiency in addressing issues.

  • Resolved at No Cost: 84.5% of complaints were resolved without additional cost to the consumer.

  • Disputed Rate: 9.8% of complaints were disputed by customers, suggesting room for improvement in resolution satisfaction.

2. Complaints by Issue

  • Top Issues:

    • "Managing an account" and "Deposits and withdrawals" are the most common issues.

    • Other notable issues include "Trouble during the payment process" and "Struggling to pay mortgage."

  • Less frequent but still significant complaints involve identity theft/fraud, interest rates, and getting a credit card.

3. Complaints by States

  • Certain states, like Georgia (GA), Florida (FL), and Texas (TX), have higher volumes of complaints, possibly due to larger populations or regional-specific financial challenges.

4. Complaints by Media

  • Web is the most common channel for complaints (50.37%, 38,036 complaints), reflecting a preference for digital interactions.

  • Referrals and Phone also account for significant portions, while traditional methods like Postal Mail and Fax are less used.

  • Email has the least usage, likely due to inefficient complaint tracking through this medium.

5. Complaints by Product

  • Credit Card-related issues lead with 19,176 complaints.

  • Other notable product categories include Checking or Savings Accounts, Mortgages, and Credit Card Prepaid Accounts.

  • Lower complaint volumes are seen in Vehicle loans/leases and Student loans.

6. Consumer Dispute Rate

  • 9.8% of consumers actively disputed resolutions.

  • A large proportion of complaints (41.3%) have "Unknown" resolution status, indicating potential gaps in data capture or follow-ups.

Opportunities for Improvement:

  • Address recurring issues in managing accounts and deposit/withdrawal processes.

  • Investigate states with high complaint volumes for localized solutions.

  • Review dispute cases to identify gaps in resolution satisfaction.

  • Enhance support channels with lower usage (e.g., email) for better tracking and accessibility.