Percentage (Number) of Complaints that Refer To Quality to Total Number of Complaints

Percentage (Number) of Complaints that Refer to Quality to Total Number of Complaints

Percentage of Complaints (Number) that Refer to Quality to Total Number of Complaints is Complaints of Customer KPI that shows the number of complaints regarding quality of a product or service against total number of all types of requests. In the terms of a project this measure can show the percentage (ratio) of complaints about the quality of products or services provided by the company against the total number of all types of requests per project. The formula to calculate the percentage of complaints that refer to quality to total number of complaints is as follows:

Percentage of Complaints that Refer to Quality to Total Number of Complaints (% of QC to TNC) = Total number of complaints that refer to quality per project / Total number of the requests of all types per project .

 This measure allows to define the customers’ opinion regarding the quality of products or services provided.

To view the percentage (number) of Complaints that Refer to Quality to Total Number of Complaints on Task List please follow the steps below:

• Create your own workflow that would include statuses for complaints that refer to quality of products or services your company provides.



• If you need to view the percentage (number) of complaints that refer to quality per particular project filter tasks by task group



• If you need to view the percentage (number) of complaints that refer to quality per particular resource or customer please set the appropriate filters on Task List – Filters panel



To view the percentage (number) of complaints that refer to quality please do the following

• to group tasks by Status drag and drop column header "Status" to the top of your task list



• go to Charts panel and select "Pie diagram"



To view the number of complaints that refer to the quality of a product or service please do the following:

• set filter by the corresponding status, for example, "Product Quality"



• right click under column "Status" and select "Count"



Alternatively you can view the number of complaints in different statuses if you group task list by column "Status" and click "Expand All" button



To calculate the percentage (ratio) of complaints that refer to quality to complaints of all other types for projects please do the following:

• Create custom field "Product Quality Complaints" with Code "cf_product_quality_complaints"



• To enter the value of the custom field "Product Quality Complaints"  per project you need to right click on task group with project tasks, select "Custom fields options" and select "Edit"



• To enter the value for the custom field right click on task group and select "Edit"



• Create the custom field "Total Number of Complaints" for project with the code "cf_total_number_of_complaints" to edit this custom fields for projects



• To enter the value of the custom field "Total Number of Complaints" per project you need to right click on task group with project tasks, select "Custom fields options" and select "Edit"



• To enter the total number of complaints per project right click on task group with project tasks and select "Edit". Enter the number you see in Footer on Task List



• Create the custom field "% of QC to TNC" (Percentage of Complaints that Refer to Quality to Total Number of Complaints) with the formula:

ToFloat($cf_product_quality_complaints) / ToFloat($cf_total_number_of_complaints) * 100



• On Task Tree select the task group for which you need to display the value of this KPI, select "Custom fields options" and set the following custom fields settings for the custom field "% of QC to TNC":
  • In "Settings for" select "This task group"
  • select "Enable"
  • select "Calculated by custom field formula (for task group)"





Percentage of Complaints that Refer to Quality to Total Number of Complaints