Data, Business & BI Analyst | Completed IBM, Microsoft & Tableau Professional Certificates | Explore my project portfolios

📊 Customer Satisfaction Drivers in E-Commerce

🎯 Objective

Understand what drives customer satisfaction in an e-commerce business using real-world transactional data.

🧠 Approach

• Used SQL to analyze delivery performance, pricing, and customer reviews
• Built a Python (pandas) pipeline for data cleaning, feature engineering, and merging datasets
• Created an interactive Power BI dashboard to visualize insights

📸 Dashboard

🔍 Key Insights

• 🚚 Late deliveries are the biggest driver of dissatisfaction
  • Ratings drop from ~4.2 → ~2.3
• 💰 Price has minimal impact on satisfaction
  • Ratings remain ~4 across price levels
• ⚠️ High-value late orders perform worst
  • Ratings drop to ~2.2 → higher expectations for premium purchases
• 📦 Some high-revenue categories underperform
  • Furniture/home-related categories show lower satisfaction

💡 Business Recommendations