For this assignment, we will be working on understanding the customer service experience offered by a hypothetical airline. When support is required, a customer initiates contact with the airline, either over the phone or using an online platform. Once connected, an agent of the airline works with the customer to understand the problem. When the interaction is complete, the agent creates records about the case. This includes the overall category of the issue along with whether the problem was resolved.
The airline would like to better understand the differences between support provided over the phone and online. With different types of interactions, the agents require different kinds of training, and the costs and resources are different in each modality. With this in mind, the airline is quite interested in comparing the quality of each type of service with regard to how well the cases can be resolved. They are also generally interested in improving their customer service and better understanding the experience.
In this assignment, we will be working with the information provided and consider the question of how to best understand the customer service experience.
For each call, the following characteristics were measured:
Based upon the information above and the data provided, please answer the following questions. When numeric answers are requested, a few sentences of explanation should also be provided. Please show your code for any calculations performed.
You will be assessed on the accuracy and thoughtfulness of your responses.
Please turn in the following files:
Please do not compress or zip these files.
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