Data analysis to increase customer satisfaction in the banking sector

Currently, the banking sector is one of the most actively developing in the Russian Federation. The article examines the role of banking analytics in the field of customer satisfaction, consisting of evaluating products, services, and customer support experience. Special attention is paid to methods for assessing customer satisfaction, such as CSI (Customer Satisfaction Index) and CSAT (Customer Satisfaction Score), the specifics of data collection to determine metrics, and their analysis. The article highlights the importance of an integrated approach to customer satisfaction analysis for the development of decision-making strategies and process management in the banking sector.