Customer Satisfaction and Loyalty Analytics

Odinaka

In today’s competitive marketplace, customer satisfaction and loyalty are more than just performance indicators — they are critical drivers of long-term business success. For companies like OmniRetail, which operates in the fast-paced consumer electronics and smart home sector, understanding what makes customers satisfied, why they remain loyal, and where dissatisfaction is concentrated is essential to staying ahead. This analysis explores customer feedback collected across multiple U.S. cities, focusing on satisfaction scores, loyalty levels, demographic trends, and customer interactions. Using Tableau, the project visualizes these insights through interactive dashboards. While overall satisfaction is moderate, a significant portion of customers report low satisfaction scores — often tied to issues with ease of use, product features, and brand perception. Loyalty, on the other hand, is influenced more positively by factors such as price and product variety, particularly among repeat purchasers. Demographically, loyalty tends to be stronger among customers aged 36–40 and 46–50, while regional performance varies, with cities like Chicago.IL outperforming, and others like Los Angeles.CA, Phoenix.AZ, and San Antonio.TX showing lower satisfaction trends. Additionally, customers who contacted support were generally less satisfied, suggesting that support interactions are more reactive than reinforcing trust or satisfaction.