The Financial Brand recently published an article by Brandon Purcell, Data Science Team Lead at Beyond the Arc, about the actions that student loan giant Sallie Mae could have taken to avoid increased oversight by the Consumer Financial Protection Bureau (CFPB). The article points out that if Sallie Mae had monitored and analyzed its customers’ complaints in the CFPB database, they could have identified the biggest customer pain points and taken action before the CFPB penalized them. Beyond the Arc predicted the CFPB’s investigation in a previous analysis of Sallie Mae and the CFPB complaints database.
Mining the CFPB Complaint Database to Improve Your Customer Experience