Intern - Customer Satisfaction Analysis & Performance Enhancement Project

Under the internship programme, you will be attached to the Customer Management Department (CMD) in HDB's Housing Management Group.

During your internship, you will provide analytical support to enhance customer service delivery and operational performance through systematic analysis of customer feedback. You will focus on understanding caller experiences, evaluating service quality, and developing data-driven recommendations to improve overall customer satisfaction. You will : • Examine customer satisfaction survey data and qualitative feedback from surveys and call logs to identify performance trends, satisfaction drivers, customer frustrations, service gaps, and areas for improvement. • Conduct statistical analysis to evaluate individual and team performance of Customer Service Executives, including call resolution rates, customer satisfaction scores, and service quality metrics. • Perform root cause analysis on low satisfaction scores and recurring complaints to understand underlying service delivery issues. • Categorise and prioritise pain points based on frequency, severity, and impact on customer experience, then map them to specific service processes or touchpoints to target areas for improvement. • Design and implement a standardised monthly reporting framework for customer satisfaction analysis, creating dashboard templates and key performance indicators (KPIs) to easily access, track service performance and identify trends. • Develop automated workflows to streamline the collection, analysis, and presentation of customer satisfaction metrics. You will have to submit a report and present your findings at key milestones of your project(s).

Internship Period: Between May 2026 - Aug 2026 Preferred Disciplines: Computing/ Data Analytics. Please submit your CV, Cover Letter and Transcript in your application. We regret to inform that only shortlisted candidates will be notified.