CERS tool

CERS analytic tool

At the customer satisfaction department for the area of operation in Central Europe, a problem arose in processing a large amount of data from a qualitative survey. The given survey consisted of in-depth interviews with customers who evaluated sw and hw products. The original tool for processing in the Excel and Brio hyperion applications did not allow, apart from nested functions, any other way to process the given amount of data. And so the analysts struggled every day and tried to extract the most essential from the data. In time, it was already unbearable, so they asked me as a VBA expert and a sociology graduate for help. Basically, all my help consisted in understanding the manual process, so I sat down with the analytical team several times to understand the issue. First, we separated out repetitive words from the data and classified them to several levels of categories. Subsequently, I programmed the process in VBA, which I linked with Aml to make it easier for users to edit. They could then prepare the output, e.g. in MS PowerPoint.

Benefit for the company

The biggest benefit of the analytical tool was time saved. At the same time, it prevented possible transcription errors caused by a possible lack of concentration during data transcription. The tool laid the foundation for the transformation of the entire department into Cognos BI, which I also covered later.