Power BI Project Onyx Data July 2025 Customer Satisfaction and Loyalty Analytics Challenge. It shows how customer satisfaction factors influence customer loyalty and buying behavior. Key Insights: Customer Satisfaction Overview • Analyzed satisfaction drivers across 9 different factors (Packaging, Product Quality,) • Discovered that only 27.5% of customers are highly satisfied (satisfaction score 8-10) with packaging and product quality leading positive sentiment. • Utilized Donut chart to visualize CSAT (customer Satisfaction Score) spread across all customers vs High Loyalty Customers. It is an interesting to know that among High loyal Customers 16.53% are dissatisfied. It is warning sign that Loyalty can not be permanent without sustained satisfaction. • I directly linked CSAT- satisfaction score to NPS Categories (net promoter score)- highlighting area contributing to detractors (satisfaction score is 1-3) Loyalty Lens • Explored Loyalty dynamics by demographics gender, age group, state & city. • It is an interesting finding that low loyalty customers had the highest CSAT score due to packaging, product quality and price driven factors. • Analyzed regional patterns across 9 states - NY-leads Average CSAT score 5.5 and Average Loyalty score 2.4. Arizona despite small volume of customers had the Average CSAT score 5 and average Loyalty score 1.5. • Gender split showed loyalty is nearly balanced, while age group 25–34 led in loyalty share. Key Takeaway: Packaging & Product quality are key drivers of customer satisfaction. However, Loyalty does not always follow-16.5% high loyal customer are still dissatisfied that indicates need for better approach. This is analyzed based on dataset that had 120 customers, Customer satisfaction Score -NPS has been calculated using context of this dataset business logic.

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