The Challenge

• The Revenue vs. Reputation Gap: Electronic Arts is a multi-billion-dollar industry leader, yet it consistently ranks among the lowest-rated companies for customer satisfaction. Our five-person team set out to measure what was actually driving that gap.
• Turning a Question into Testable Hypotheses: We framed the problem as three hypotheses connecting customer satisfaction, game quality drivers, and brand-recommendation likelihood, so the answer would come from data and not opinion.
• Accounting for Data Bias: Online sentiment about EA is skewed by vocal “echo chambers,” so we paired our survey with a content analysis of industry coverage to confirm our findings independently.

The Strategy

• Survey Design & Data Collection: I co-designed a 15-question survey in Google Forms and helped collect 50 responses through classes, personal networks and gaming subreddits.
• Data Prep in Excel: I coded survey responses, built pivot tables and descriptive statistics, and created dummy variables (for example, frequent vs. non-frequent gamers) to set up group comparisons.
• Statistical Testing: I ran two-sample T-Tests and a Chi-Square test in Excel at a 95% confidence level to see which relationships held up.
• Cross-Validating with Content Analysis: I reviewed coverage from IGN, Kotaku and other outlets, which confirmed complaints about server stability and repetitive sequels independently of our sample.