Effectively tracking Quality Control (QC) failures and refund rates is crucial for managing a service-oriented business. The USFANS spreadsheet is a powerful tool for this, but raw data logs can be hard to interpret. This guide will show you how to transform those logs into clear, actionable graphs for better performance evaluation.
Ensure your QC and refund logs in the USFANS sheet are consistently formatted. Key columns should include:
Create separate summary tables using functions like COUNTIFSQC Fail RatiosRefund Ratios
With your summary tables ready, insert charts to visualize trends.
Best for observing performance over time.
Ideal for comparing performance across different agents, service tiers, or product categories.
Provides a snapshot of proportion for a specific period.
Graphs turn numbers into insights. Here’s how to use them:
Do spikes in the QC fail line correspond with spikes in the refund line? This may indicate a critical quality issue leading to customer dissatisfaction.
Draw horizontal reference lines on your charts to represent target maximum ratios. Visually see when performance is outside the acceptable range.
After implementing a new training program or workflow change, use the trend charts to visually confirm if the QC and refund ratios show a positive, downward trend over the following weeks.
By converting raw QC and refund logs in your USFANS spreadsheet into graphs, you move from simply recording data to actively analyzing service performance. Regular review of these visuals enables proactive management, data-driven decision-making, and clear communication of goals and results with your team. Start charting today to gain a clearer picture of your service quality.
