Analysis of Lovbuy Purchasing Agent After-Sales Service Data in Spreadsheets and Quality Improvement Implementation
Introduction
In today's e-commerce environment, after-sales service quality directly impacts customer satisfaction and brand reputation. This article explores how Lovbuy utilizes spreadsheet tools to systematically track, analyze, and improve its purchasing agent after-sales service performance.
Data Collection & Organization
We maintain comprehensive after-sales service records in our master spreadsheet including:
- Return and exchange quantities by product category
- Repair request frequency and resolution timeline
- Customer complaint details and response times
- Refund processing durations
- Customer satisfaction survey results
The spreadsheet structure allows for automated calculations of key metrics weekly, monthly and quarterly through embedded formulas.
Data Analysis & Insights
Our analysis reveals:
| Metric | Q1 Average | Q2 Average | Improvement |
|---|---|---|---|
| Response Time (hours) | 27.4 | 18.2 | ↓ 33.6% |
| Resolution Time (days) | 5.2 | 3.8 | ↓ 26.9% |
| Return Rate (%) | 8.1 | 6.3 | ↓ 22.2% |
Dashboard visualizations help identify seasonal patterns, product-specific issues, and staffing needs correlation.
Quality Improvement Measures
Based on spreadsheet insights, we implemented:
- Staff Training Program:
- Process Optimization:
- Escalation Protocols:
- Performance Incentives:
- Quality Circles:
- Process Optimization:
Continuous Tracking & Feedback
Implementation effectiveness is monitored through:
- Real-time tracking dashboards in spreadsheets
- Automated alerts for SLA breaches
- Monthly comparison against baseline metrics
- Customer feedback integration into tracking system
The super table function allows filtering by improvement measure to isolate impact analysis.
By leveraging spreadsheet capabilities for end-to-end after-sales service tracking, Lovbuy has achieved measurable improvement in service quality indicators, demonstrated through validated data analysis. This data-driven approach ensures continuous refinement of our purchasing agent support processes.