Bank Service Failure Insights Deck

Analyzing customer complaints and service recovery strategies across key financial products

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Utilizing Bank of America customer complaints data from the Consumer Financial Protection Bureau, as distributed by Maven Analytics, this presentation is designed to assist category and customer service executives in reducing the volume of complaints and enhancing complaint response effectiveness. Specifically, this study aims to:

Investigate the various service recovery strategies historically employed by the bank, focusing on the variability of these approaches across different product categories.

Analyze the distribution and underlying causes of customer complaints across major financial products while identifying opportunities for improvement.

Assess trends in timely complaint response rates and identify factors contributing to performance variability

Provide tailored recommendations addressing both general and category-specific issues identified throughout the analysis.

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