Customer Feedback Analysis – Infosys CX Division

About the Project

I worked as a Data Analyst at Infosys, Rohan Verma undertook a project aimed at transforming raw customer feedback into actionable business insights for the Customer Experience (CX) division. The project involved analyzing over 15,000 feedback entries collected from surveys, emails, and call transcripts using advanced data analytics tools such as Google Data Studio and Tableau. I applied sentiment analysis techniques using Python’s NLP libraries to classify responses, and created dashboards that highlighted customer pain points, suggestions, and recurring complaints. His analysis directly contributed to a 12% increase in customer satisfaction scores over the next quarter by influencing changes in product support processes and communication strategies. The project I was a prime example of how data can bridge the gap between companies and consumers. Rohan’s ability to clean, interpret, and visualize data gave stakeholders real-time access to customer sentiment and experience metrics. I presented the findings to department heads, facilitating a culture of data-backed decision-making across the CX vertical.