nathanaeldereje/fintech-app-cx-analytics

Customer Experience Analytics for Ethiopian Mobile Banking Apps | Scraping, NLP sentiment & theme analysis, PostgreSQL storage, and stakeholder visualizations for CBE, BOA & Dashen Bank apps # Ethiopian Bank App Reviews – Customer Experience Analytics **Omega Consultancy – Week 2 Data Engineering & Analytics Challenge** Analyzing user satisfaction for the three largest Ethiopian mobile banking apps: - Commercial Bank of Ethiopia - Bank of Abyssinia - Dashen Bank ## Business Objective Help Ethiopian banks improve customer retention and satisfaction by turning raw Google Play Store reviews into actionable insights on sentiment, recurring themes, pain points, and feature requests. ## Key Features - Scraped 1,200+ real user reviews using `google-play-scraper` - Sentiment analysis with DistilBERT (and VADER comparison) - Keyword & n-gram extraction + manual + rule-based theme clustering - Cleaned data stored in PostgreSQL with proper relational schema - Insightful visualizations (Matplotlib/Seaborn) + stakeholder-ready recommendations ## Project Structure ```bash Ethiopian-Bank-CX-Analysis/ ├── data/ # Raw & processed CSV files ├── scripts/ # Production-ready Python scripts │ ├── scrape_reviews.py │ ├── preprocess_reviews.py │ ├── sentiment_analysis.py │ ├── theme_extraction.py │ └── load_to_postgres.py ├── notebooks/ # Exploratory analysis & visualization │ ├── 01_scraping_and_preprocessing.ipynb │ ├── 02_sentiment_and_themes.ipynb │ └── 04_final_insights.ipynb ├── sql/ # Schema + sample queries ├── .gitignore ├── requirements.txt └── README.md ``` ## Quick Start ```bash git clone github.com cd fintech-app-cx-analytics python -m venv venv && source venv/bin/activate pip install -r requirements.txt # 2. Download the specific spaCy model python -m spacy download en_core_web_sm python scripts/scrape_reviews.py # collects ~400+ reviews per bank ``` ## Banks Analyzed | Bank | App Name | Play Store Rating | |-------------------------------|-------------------|-------------------| | Commerci …