This project moved beyond simple reporting to deliver a structured, four-pillar analytical framework to understand, diagnose, and prescribe solutions for the consumer finance ecosystem.
The Dashboard's Analytical Structure:
Executive Snapshot: Volume, Trend, and Compliance.
Objective: Provides an immediate, high-level view of the complaint landscape and overall system health (e.g., volume change, timely response rates).
Root Cause Deep Dive: Product & Issue Drivers.
Objective: Isolates the specific "what" and "why" behind the complaints (e.g., mortgages vs. credit reporting, and the specific issues within those products), allowing for targeted policy and product intervention.
The 'Who': Company Accountability & Benchmarking.
Objective: Compares company performance using metrics like "Substantiated Complaint Rate" and "Timely Response," identifying potential bad actors that require regulatory focus.
Resolution Channels & Outcomes.
Objective: A critical analysis of the resolution process. It answers: How timely and effective are company responses? Do outcomes differ based on the channel (Web, Phone, Mail) used for submission?
Key Finding: By correlating submission channel and response speed (Page 4) with root cause (Page 2), the data reveals systemic bottlenecks that, if addressed, could dramatically increase resolution efficiency and strengthen consumer trust.
This dashboard is designed to be an actionable regulatory intelligence tool. I'd welcome any feedback on the structure and analysis!
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