The Division 2 is a large scale video game project which has received mixed and mediocre
reviews from the fans.
In this study researcher has analysed customer feedback data in form of customer satisfaction
(CSAT and NPS score) and perceived quality (Graphics and audio) so that that existing project
management processes and methods can be improved. Quantitative data was collected with
help of survey questionnaire designed and distributed to sample of division 2 players. Total
of 95 responses were received.
CSAT of overall game and storytelling was found to be low while NPS was negative. Majority
of participants also reported bugs and wanted to see new features in the next expansion
update and in sequel of the game. Perceived quality of audio was found to be low/mediocre.
Based on results and data analysis in SPSS, researcher has given recommendation for future
and current projects of division 2.