ruth22soft/Customer_experiance_analytics-

Customer Experience Analytics for Fintech Apps in Ethiopia # 10_academy_week_2 Customer Experience Analytics for Fintech Apps in Ethiopia This week’s challenge centers on analyzing customer satisfaction with mobile banking apps by collecting and processing user reviews from the Google Play Store for three Ethiopian banks: Commercial Bank of Ethiopia (CBE) Bank of Abyssinia (BOA) Dashen Bank You’ll scrape app reviews, analyze sentiments and themes, and visualize insights to simulate the role of a Data Analyst at Omega Consultancy, a firm advising banks. Building on Week 1’s foundational skills, this week introduces web scraping, thematic NLP analysis, and basic database engineering. Business Objective Omega Consultancy is supporting banks to improve their mobile apps to enhance customer retention and satisfaction. Your role as a Data Analyst is to: Scrape user reviews from the Google Play Store. Analyze sentiment (positive/negative/neutral) and extract themes (e.g., "bugs", "UI"). Identify satisfaction drivers (e.g., speed) and pain points (e.g., crashes). Store cleaned review data in a Oracle database. Deliver a report with visualizations and actionable recommendations. Scenarios These scenarios simulate real consulting tasks faced by product, marketing, and engineering teams in the banking. Scenario 1: Retaining Users CBE has a 4.4-star rating, BOA 2.8, and Dashen 4.0. Users complain about slow loading during transfers. Analyze if this is a broader issue and suggest areas for app investigation. Scenario 2: Enhancing Features Extract desired features (e.g., transfer, fingerprint login, faster loading times) through keyword and theme extraction. Recommend how each bank can stay competitive. Scenario 3: Managing Complaints Cluster and track complaints (e.g., “login error”) to guide AI chatbot integration and faster support resolution strategies. These scenarios highlight user retention, feature innovation, and support efficiency, aligning with fintech priorities. Dataset Overview You will scrape reviews from the Goo …