Analyzing half a million complaints – Customer Satisfaction Scorecard [Part 3 of 3]
This is the final part of our series on how to analyze half a million customer complaints. Click below links to read part 1 & 2.
- Complaint reason analysis – Part 1
- Regional trends & analysis – Part 2
Customer satisfaction scorecard
In the previous parts of this case study, we understood what kind of complaints were made and where they came from (states). For the customer satisfaction scorecard, let’s focus on individual companies.
Employee training tracker & calendar – tutorial & download
Imagine you are the head of training department at ACME Inc. You arrange training programs round the year to empower your team. It is hard work, coordinating between employees, trainers, department heads, venues and coffee machines. What if there is something to help you keep track of all this? I am not talking about getting you a shiny new iPad, you silly. I am talking about a tracker & calendar built in Excel that ties everything together (well, almost everything, you still have to fill the coffee machine.)
We are going to build a training program tracker & calendar using Excel.
Case Sensitive Lookups
We all know that VLOOKUP (and its cousins MATCH, HLOOKUP and LOOKUP) are great for finding information you want. But they are helpless when you want to do a case-sensitive lookup.
So how do we write case sensitive VLOOKUP formulas?
Simple. We can use EXACT formula.
VLOOKUP the last value
VLOOKUP is one of the most useful Excel functions. So much so that I even wrote a book about it. But it has one serious limitation.
It looks up the first occurrence and returns corresponding data.
What if you want to find the last value?
Say, for example, you are looking at a task assignment list and want to know what is the last task assigned to employee Emp13?
We want to extract the task “Make amazing workbook”. Of course our good old VLOOKUP stops once it finds Emp13 and returns the answer as “Create intuitive workbook”.
Calculate sum of top 10 values [formulas + homework]
Analyzing top n (or bottom m) items is an important part of any data analysis exercise. In this article, we are going to learn Excel formulas to help you with that.
Let’s say you are the lead analyst at a large retail chain in Ohio, USA. You are looking at the latest sales data for all the 300 stores. You want to calculate the total sales of top 10 stores. Read on to learn the techniques.
Who is the most consistent seller? [BYOD]
Who is the most consistent of all?
Imagine you are a category manager at a large e-commerce company. Your site offers various products, but you don’t really make these products. You list products made by other vendors on your site. Every day, these vendors would send you invoices for the amount of product they have sold. Above is a snapshot of such invoices.
Looking at this list, you have a few questions.
- Who is the best seller?
- Who is the most active seller?
- Who is the most consistent seller?
- Which seller has fewest invoices?
Let’s go ahead and answer these using Excel. Shall we?
Excel to the Next Level by Mastering Multiple Occurrences
This is a guest post by Sohail Anwar.
August 29, 1994. A day that changed my life forever. Football World Cup? Russia and China de-targeting nuclear weapons against each other? Anniversary of the Woodstock festival?
No, much bigger: Two Undertakers show up at WWE Summerslam for an epic battle. Needless to say: MIND() = BLOWN().
And thus begun one boy’s journey into understanding the phenomenon of Multiple Occurrences.
My journey continued, when just a few years later my grandfather handed me down a precious family heirloom: A few columns of meaningless data that I could take away and analyze in Excel. You may laugh but in the 90’s, every boy only wanted two things 1) Lists of pointless data and …