FedEx Latin America Customer Satisfaction Analytics Challenge

FedEx Latin America operates through a network of company-owned and independent service providers. The company offers a range of services including package delivery, freight services, and customs brokerage. It also offers e-commerce solutions, such as delivery management and returns management, for businesses operating in the region. FedEx Latin America serves a wide range of customers including small and medium-sized businesses, large corporations, and government agencies.



Challenge

The aim of this competition is to examine Business to Business (B2B) transactions to uncover potential factors that affect customer satisfaction and their decision to continue doing business with FedEx Latin America or its providers.

You will be using a B2B dataset that contains records about FedEx Latin America’s interactions with its customers (who are all actual companies in Latin America). 

Access to the dataset requires completion of a Non-Disclosure form. 

Sign Non-Disclosure form and Download FedEx Latin America Data

Analyze the structured and non-structured data provided, in combination with external data sourced by your team, to generate insights about potential barriers/contributors to the goal of achieving customer satisfaction. Apply exploratory and predictive analytical techniques to:   

  • Clean and prepare the data for analysis.
  • Obtain other relevant data (for example, by web scraping of social media sites and/or other relevant websites to garner data about customer sentiments, economic factors, societal context, etc)
  • Analyze the structured and unstructured data to identify issues that may be impeding customer satisfaction.
  • Examine how issues overlap or differ in nature and/or scope across business segments.
  • Make business recommendations for overcoming barriers or taking advantage of opportunities for improving customer satisfaction,  

Considering contemporary context (such as fluctuations in gas prices), provide comprehensive interpretations and marketing recommendations based on your analysis:  

  • Main pain points extracted  
  • Recommendations to the business
    • Based on structured data
    • Based on text data
Based on additional data gathered (e.g. social media data)

What is it that my team and I will need to submit?

  • A Word document summarizing the team’s analysis and findings must be submitted by Tuesday February 28th.  The document must detail how the AI tools were used and whether they added value to different aspects of the data gathering, data preparation, and analysis.

    1. Formatting requirements: double spaced lines, size 12 font, APA format without an abstract.
    2. Content requirements (narrative of overall analysis/findings to not exceed 5 pages in length, excluding the title page, references, and the appendix):
      1. A title page which specifies the name of the participants and the topic chosen (does not contribute to the total page count)
      2. An executive summary
      3. Narrative of overall analysis/findings (tables and graphics that support the analysis can be included here, or in the appendix. If referencing tables and graphics in the overall analysis/findings section, please include a reference to where this can be found in the appendix. Including tables/graphics in the narrative of the overall analysis/findings contributes to the total page count)
      4. References (APA format, does not contribute to the total page count) 
      5. Appendix (does not contribute to the total page count)

  • A video recording of the team presentation summarizing their analysis and findings must be submitted by Tuesday February 28th.
    1. Video length must not exceed 10 minutes
    2. Provide an URL to the video with appropriate authorization for viewing access

Finalists will be notified by Monday, March 6th and will be required to submit a PowerPoint presentation summarizing the team’s analysis and findings by March 28th, in preparation for a 10–15-minute presentation in front of a judging panel at the AIS (Association for Information Systems) SCLC on March 30th.

What happens after you submit:

  1. You will receive a confirmation email acknowledging your entry.
  2. Teams selected as Finalists will be notified by email on Monday, March 6th.
  3. Finalists will present their work in front of the judging panel during the AIS SCLC 2023 conference to be held in Miami Thursday March 30th- Saturday April 1st.

Competition Rules

  • Teams are limited to 4 members. 
  • The project submission must be entirely the work of the student team. While faculty and other individuals can help review the submission, they should not contribute to the content of the report or the solution.
  • Incomplete submissions will not be considered.
  • The contest materials must be submitted by the due dates. Late submissions will not be accepted, and no extensions will be given.

Judging Criteria

Submissions will be evaluated based on the following criteria:

A. Quality of the analysis and proposed recommendations

1. Novelty/creativity – the team demonstrated an original and potentially unexpected approach to the data analysis and/or recommendations.
2. Innovation -- the team demonstrated the ability to select and extract/scrape external data and combine data sets to enhance the analysis.
3. Insight – the team provided interesting and meaningful findings and interpretations.
4. Scope – the team incorporated relevant data from a variety of sources, and then incorporated an adequate amount and variety of data analysis and/or research which were utilized appropriately for making recommendations.

B. Quality of the PRESENTATION of the analysis and recommendations

    5. Clarity– during the presentation, the team provided a well-organized, complete, and clear description of the approach taken, research conducted, data utilized, and conclusions reached.
    6. Consistency – during the presentation, the team delivered conclusions and proposed solution(s) that were logically and reasonably consistent with the data analysis and research conducted.
    7. Quality and effectiveness – during the presentation, the team utilized suitable visuals and delivery style that worked to create a convincing and compelling narrative.
    8. Engagement – during the presentation, multiple team members presented and/or participated by responding to questions. Overall, the team members exhibited command of the topic and a sense of passion and enthusiasm.

    Prizes

    First place: $2,000 per team

    Second place: $1,000 per team

    Third place: $500 per team

     

    Please contact ais@fiu.edu with questions about this competition.