Product review of Internet Service by a Telstra customer:

• On business NBN with Telstra and have been dealing with continuous dropouts over the last few weeks.
• Tried to call Telstra to get issue resolved as it is affecting my income and business reputation for my clients and get told they do not take service related calls and that the customer service has to be contacted via an online message system.
• Messaged the online messaging system and went through a few tests with them and they said leave it like this and see how it goes.
• Still had issues with Internet dropping out the next day.
• Contacted Telstra again via messenger where I had to re-explain my issue instead of reading the file and what I had already spoken to them about the day before (surely they keep records of their customers right?).
• Get told to do same test as day before which I said I have already done.
• After a couple of days of going back and forth they finally agreed to send out an NBN technician.
• A few hours later I get a message saying the NBN tech has been cancelled and no longer required....

Question:

Identify the type of analysis that would apply to the above data and explain how Telstra would benefit from such analysis.