Google Fiber Executive Summary

Overview

This project analyses customer service call patterns to reduce repeat call volume and improve customer satisfaction across Google Fiber's three market cities.

23.8%

Average Repeat Call Rate

85K+

Total Calls Analysed (Q1 2022)

3

Market Cities Tracked

The Problem

Customer service teams need visibility into repeat caller patterns to improve operational efficiency and customer satisfaction.

How often are customers calling repeatedly about the same issues?
Which problem types generate the most repeat calls?
Are there differences in repeat call patterns across market cities?

The Solution

An interactive dashboard on Tableau providing stakeholders with comprehensive insights about repeat caller volumes across different markets and problem types, with time-based trend analysis.

Results Summary

Volume of Repeated Calls and Total Calls

Repeat Call Rate by Market

Repeat Calls by Problem Type

Keys to Success

Dashboard enables real-time tracking of repeat caller patterns across all markets
Data accessible to all stakeholders for collaborative problem-solving
Weekly, monthly, and quarterly views support both tactical and strategic planning

Problem type analysis identifies systemic issues requiring intervention
Market-specific insights enable targeted improvement strategies
Anonymised data ensures privacy compliance while maintaining analytical value

Reflections / Next Steps

Internet and WiFi issues account for 50.66% of repeat calls, representing the largest opportunity for improvement through proactive customer education and technical resources.

Market 1 shows the highest repeat call rate at 62.49%, indicating significant need for targeted intervention and root cause analysis.

Week 13 showed peak call volume (8,399 calls) with proportionally higher repeat calls (1,973), warranting investigation into seasonal factors or service disruptions.

Ongoing dashboard monitoring will track effectiveness of customer communication initiatives aimed at reducing repeat contacts.

Future enhancements could include predictive modeling to identify customers at risk of becoming repeat callers and development of self-service tools for common Internet/WiFi issues.

Google Fiber Repeated Calls Project