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Telephony Analysis Dashboard

Rogers & Bell Mobile App Customer Experience Analysis

This repository contains a comprehensive analysis of customer reviews and CCTS complaints for Rogers and Bell mobile applications.

🚀 Live Dashboard

Visit the live dashboard at: https://eyds-ca.github.io/telephony_analysis/

📊 Key Insights

  • 12,785 app reviews analyzed using AI
  • 60% negative sentiment rate
  • 94.9% negative rate for technical issues
  • 42.4% of CCTS complaints are billing-related

🎯 Main Finding

"Build a banking app that pays telecom bills" - Focus on core reliability over UI design.

📁 Repository Structure

├── index.html              # Main dashboard
├── html_dashboard/         # Dashboard assets and reports
│   ├── dashboard_complete_enhanced.js
│   ├── dashboard_final.js
│   ├── ey-report-styles.css
│   └── [report files]
├── *.csv                   # Analysis data files
└── *.py                    # Analysis scripts

🛠️ Technical Stack

  • HTML5/CSS3 with EY brand styling
  • JavaScript with Plotly.js for visualizations
  • Python for data analysis
  • GitHub Pages for hosting

📈 Reports Available

  1. Executive Summary
  2. Rogers CX Transformation Strategy
  3. CX/UX Assessment
  4. Research Methodology
  5. Data Methodology & Derivations
  6. Bell's Smart CX Decisions

👥 Contributors

  • EY Digital & Emerging Technologies Team

📄 License

© 2024 EY. All rights reserved.