Formula Generator | Excel

Compare Unanswered Queries with Customer Satisfaction Scores

This guide details an Excel formula that identifies unanswered queries in Column A and compares them against customer satisfaction scores in Column B, providing a practical approach to monitor customer feedback effectively.

Prompt

Answer

Excel Formula for Comparing Unanswered Queries to Customer Satisfaction Scores

Objective

To create an Excel formula that checks if there are unanswered queries in Column A and compares them to the customer satisfaction scores in Column B.

Formula

Assuming data starts from row 2 (with headers in row 1), the formula to compare unanswered queries in Column A to customer satisfaction scores in Column B can be written as follows:

=IF(ISBLANK(A2), B2, "Query Answered")

Explanation of the Formula

ISBLANK(A2): Checks if the cell A2 is empty (unanswered query).
- Returns TRUE if A2 is empty.
- Returns FALSE if A2 contains a response.
IF(ISBLANK(A2), B2, "Query Answered"): This logical structure performs the following:
- If A2 is empty (unanswered), it will display the corresponding value from B2 (customer satisfaction score).
- If A2 has an answered query, it will return the text "Query Answered".

Practical Example

Consider the following data in Excel:

A (Unanswered Queries)	B (Satisfaction Score)
	4
"Resolved issue"	5
	3
"Feedback received"	2

Applying the Formula

Place the formula in cell C2:

=IF(ISBLANK(A2), B2, "Query Answered")

After dragging the formula down to the cells below, the output will be:

A	B	C
	4	4
"Resolved issue"	5	Query Answered
	3	3
"Feedback received"	2	Query Answered

Summary

The formula effectively identifies unanswered queries in Column A and outputs the customer satisfaction score from Column B.
When a query is answered, it indicates this with the text "Query Answered".
This can assist in tracking customer satisfaction for unresolved issues and streamline follow-up processes.

For further learning and applications of such formulas, consider exploring the resources available on the Enterprise DNA Platform.