Dickson Ukolojo Agbata

Data Analyst

Lagos, Lagos

Dickson Ukolojo Agbata

7 months ago

Customer Satisfaction and Loyalty Analytics

$\ GC Logout Logout Customer Satisfaction and Loyalty Analytics Overview £8. 1- 4 57.5% = Repeat Purchase (% 120 Customer Count 15.8% Avg. Satisfaction Score by Satisfaction Factor Product Quality Packaging = =] Product Variety Customer Service wn © Delivery Speed wn ~ Brand Reputation = @ Support Availability rs n Price Features I IY rs Avg. Satisfaction Score by Customer Loyalty Level 16 Gl | p 7) @ o High Medium IS wn Customer Satisfaction and Loyalty Analytics Segments Insights 1 46.7% = Contacted Customers (%) 1] 5.35 © 10 Avg. Satisfaction Score Max. Satisfaction Score Customer Count by Group Avg. Satisfaction Score by Support #Drill Down from Customer Group y Status Customer Distribution by Age and Loyalty Level @®- nh @-ow @- Medum Total Count 18 16 13 13 12 10 . . o 6 6 6 6 6 Z 7 5 5 4 3 3 2 3 1 25 30 35 40 4s s0 ss Customer Satisfaction and Loyalty Analytics Geographic Insights Purchase History? (1 J 120 5.35 °F Avg. Satisfaction Score 57.5% Customer Count Repeat Purchase (%) Avg. Satisfaction Rate by Location Customer Loyalty Distribution High Chicago 30.83% Ly a e w New York o o Medium 31.67% Houston wn FS Total Count by Region | Group San Diego wn w + Philadelphia = wn Phoenix Dallas IS © * 7) Los Angeles San Antonlo w «0 o 2348104376509 @Ukolojoaud lin) Agbata Dickson Ukolojo Passive Shoppers(%) -— Loyalists (%) 7.50% Customer Distribution by Gender Male 45% - - Female 55% Satisfaction Score Distribution 15 13 11 12 u " 6 7 8 9 10 Distribution of Satisfaction Factors 0: @:5 Packaging Brand Reputation Ease of Use Delivery Speed Features Customer Service Product Quality Support Availablity Price Product Variety Customer Loyalty Breakdown by Gender Loyalty Level Female Male 15.8% 4 46.7% At_Risk (% Contacted Customers (%) Repeat Purchase by Gender _ Female 56.52%$

In this project, I assumed the role of Customer Insights Analyst, focusing on uncovering the key drivers behind customer satisfaction and loyalty. The analysis spans multiple dimensions—including regional behavior, customer demographics, and support interaction experiences—to answer the following strategic questions:

What factors lead to high or low customer satisfaction?
How does location impact customer satisfaction scores?
Does reaching out to customer support negatively influence satisfaction?

The answers to these questions empower the Operations and Marketing teams to design targeted strategies while enabling stakeholders to identify high-potential regions for further investment in customer experience and retention.

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