Flag High Return Rate Customers
E-commerce support teams need to quickly identify customers who have a high return rate (greater than 20%) to proactively manage customer relationships, investigate potential issues, or apply specific policies. This helps in reducing future returns and improving customer satisfaction.
=IF(D2>0.2,"High Return Customer","Standard Customer") How it works: The IF function checks a logical condition. Here, `D2>0.2` checks if the return rate in cell D2 is greater than 20% (represented as 0.2 in decimal). If this condition is true, the formula returns the text 'High Return Customer'. If the condition is false (meaning the return rate is 20% or less), it returns 'Standard Customer'. This allows the E-commerce Support team to quickly categorize customers based on their return behavior and prioritize outreach or policy application.
Data Setup
| Customer ID | Total Orders | Total Returns | Return Rate |
|---|---|---|---|
| CUST001 | 10 | 1 | 0.1 |
| CUST002 | 5 | 2 | 0.4 |
| CUST003 | 20 | 3 | 0.15 |
| CUST004 | 8 | 3 | 0.375 |
| CUST005 | 12 | 0 | 0 |
Step-by-Step Guide
Ensure your data includes 'Customer ID', 'Total Orders', 'Total Returns', and 'Return Rate' columns. If 'Return Rate' is not present, calculate it as 'Total Returns' / 'Total Orders' and format it as a percentage or decimal.
In a new, empty column (e.g., Column E), enter the formula `=IF(D2>0.2,"High Return Customer","Standard Customer")` in cell E2, assuming 'Return Rate' is in Column D starting from D2.
Press Enter. The cell E2 will now display either 'High Return Customer' or 'Standard Customer' based on the return rate of CUST001.
Drag the fill handle (the small green square at the bottom-right corner of cell E2) down to apply the formula to all relevant customer rows in your dataset.
The new column will now display 'High Return Customer' for those exceeding 20% and 'Standard Customer' otherwise, allowing for easy identification and filtering.