Project instructions

Competency

In this project, you will demonstrate your mastery of the following competency:

• Apply common techniques used for working with data

Scenario

You work in the customer service department at Trexpedition, an online travel and hospitality booking service that provides booking for travel around the world. Your team recently released a customer survey to help inform Trexpedition on its customers’ overall satisfaction, needs, and issues. The survey was sent to many of Trexpedition’s most frequent customers via email and social media over the course of a two-month span. Your supervisor, Andrea Chang, was pleased with the number of surveys that the team received, but there’s one problem—there are so many responses, it’s proving challenging to sort through the data to find useful trends. You have been asked to review the data from the customer surveys and organize it.

Directions

Part One: Customer Survey Spreadsheet

To help Andrea make sense of the customer survey data the company has received, you have decided to create a spreadsheet to organize and sort the data. Review the questions and response data in the Trexpedition Customer Survey Results document in the Supporting Materials section. As you review the results, consider which spreadsheet functions and operations you could use to help make the data more organized and useful to Andrea and the team.

As you are starting to review the customer survey results, you receive an direct message from Andrea with more information about her specific needs for the data:

Hello,

Thanks again for taking the time to go through all these customer surveys. I’ve been very busy lately, and I don’t think I would have had the time to do all this work myself. This is a big help. I just wanted to let you know more about how the data will be used:

• The customer service team will use the data to inform ways to improve the overall experience for customers on the Trexpedition website.

• I’m going to be using the spreadsheet during meetings with the Trexpedition leadership team, so I need it to be formatted in a user-friendly and visually appealing manner.

• The marketing and sales teams will also be using the data to learn more about how to reach potential and existing customers. They will need to be able to use the spreadsheet to identify trends in the data that can inform what new offerings might appeal to customers.

Thanks again,

Andrea

To ensure that your spreadsheet meets Andrea’s data needs, you should use spreadsheet functions and operations. The way you format your spreadsheet is up to you, but make sure that it will be useful to the stakeholders at Trexpedition. Your final spreadsheet can include, but is not limited to, the following functions and operations:

• Filters

• Cell formatting

• Charts, tables, and graphs

• Pivot tables

• Formulas, for example:

o Average

o Count

o Countif

o SUM

• Freeze panes

• Logical functions

• Decimal and number formatting

Part Two: Written Report

Once you have completed your spreadsheet, Andrea has one additional request. She would like for you to write a brief report that summarizes how you used functions and operations to meet her data needs and those of others in the organization. Write a report to accompany the spreadsheet you created for Andrea. Be sure to include the following in your report:

• Explain how the spreadsheet meets Andrea’s stated data needs and the data needs of others in the organization.

• Explain how you used the spreadsheet to analyze the data. Consider the following:

o What trends does your analysis of the survey results show?

o Which survey responses got the most positive results? The most negative?

• Detail which functions and operations you used in the spreadsheet to complete your analysis.

• Describe how you used formatting to make the spreadsheet user-friendly and visually appealing.

• Explain what implications the results of the survey have for the company. Report on conclusions of the data analysis by providing three recommendations for ways Trexpedition should respond to the customer survey responses.

What to Submit

Every project has a deliverable or deliverables, which are the files that must be submitted before your project can be assessed. For this project, you must submit the following:

1. Customer Survey Spreadsheet

Create a spreadsheet to organize and sort the data from the Trexpedition customer survey results.

2. Written Report

Write a report to accompany the spreadsheet you created for Andrea explaining how you used functions and formatting to organize the data to meet her needs.

trexpedition-customer-survey-results