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Telecom Service Issues Dataset
Data Science and Analytics
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Free
About
This dataset provides a collection of Comcast customer complaints, offering valuable insights for the context estimation of top customer issues. It is ideal for projects in data science and analytics, particularly those involving Natural Language Processing (NLP) to understand customer feedback and service performance. The dataset aims to support the analysis of telecommunications service interactions.
Columns
The dataset contains 11 distinct features, each offering specific details about customer complaints:
- Ticket #: A unique identifier for each complaint ticket.
- Unique ID: Another unique identification number for each entry.
- Customer Complaint: The main subject or brief summary of the complaint.
- Complaint Description: A more detailed account of the customer's issue.
- Date: The date when the complaint was logged.
- Date_month_year: The complaint date presented in an alternative format.
- Time: The specific time of the complaint.
- Received Via: The medium through which the complaint was received (e.g., call, online).
- City: The city from which the complaint originated.
- State: The state from which the complaint originated.
- Zip code: The postal code associated with the complaint location.
- Status: The current resolution status of the complaint.
Distribution
This dataset is tabular in format, typically provided as a CSV file. It comprises 2.2 thousand (2.2k) samples or records, each with 11 distinct features.
Usage
This dataset is particularly suited for:
- Data Science and Analytics: To uncover trends and patterns in customer complaints.
- Natural Language Processing (NLP): For sentiment analysis, topic modelling, and categorisation of customer feedback.
- Telecommunications Companies: To improve customer service, identify recurring issues, and enhance service quality.
- Mobile and Wireless Sector Research: For understanding service-related issues within this domain.
- Customer Service Improvement: To pinpoint areas requiring operational enhancements.
Coverage
The dataset includes customer complaints from various geographic locations, with notable concentrations in Georgia (13%) and Florida (11%), and specific cities like Atlanta (3%) and Chicago (2%). A significant portion (76% for states, 95% for cities) originates from other regions. While listed as having a global region coverage on some platforms, the provided samples indicate specific regional data. The time range of complaints observed in data samples spans from April 2015 to December 2015 and includes samples from January 2022.
License
CC0
Who Can Use It
This dataset is intended for a range of users, including:
- Data Scientists: For building predictive models or performing exploratory data analysis on customer feedback.
- Business Analysts: To identify operational inefficiencies and areas for service improvement within telecommunications.
- NLP Researchers: To develop and test algorithms for text classification and information extraction from unstructured complaint data.
- Customer Service Managers: To gain insights into common customer pain points and measure resolution effectiveness.
Dataset Name Suggestions
- Comcast Customer Complaints Analysis
- Telecom Service Issues Dataset
- Customer Feedback for Telecommunications
- Comcast Customer Care Logs
Attributes
Original Data Source: Comcast Telecom Complaints Dataset
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