Utilizing Data Analytics for Effective Customer Complaint Analysis in Telecommunications

In the telecommunications industry, customer satisfaction is crucial for maintaining competitive advantage and fostering customer loyalty. This study employs data-driven methods to analyse customer complaints directed at a telecommunications provider. The research incorporates natural language processing techniques and topic modelling methods to process complaint data and extract meaningful insights. The findings highlight that complaints peak during specific time intervals, with higher complaint rates observed in specific regions, indicating areas for service improvement. The study emphasises that effective complaint management enhances customer satisfaction and strengthens brand perception. This study aims to provide a detailed analysis of customer complaints within the telecommunications sector, offering strategic recommendations to improve service quality and customer experience. This work is significant as it provides a methodological framework for systematically analysing complaints, enabling organisations to make informed decisions and improve overall service quality.