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Power BI: Key Dates

The Key Dates page is designed to help you track the impact of specific interventions or events. If you've made a change and want to see how it has been reflected in your feedback, this is your page. The key feature is the ability to draw a vertical line on your graphs at a specific date, so you can visualise and objectively measure what happened before and after that point.

How to use this page

Setting up your analysis

Start by using the page filters on the left to narrow down to the specific subset of data you want to analyse. Using an example: imagine you've identified that customers in the West are complaining about damp and mould. In March, you send proactive communications to everyone in that segment who has reported this issue. You'd begin by filtering to Ward: West and selecting Damp and Mould as your theme input. Now you're looking at a specific subset, people in the West talking about damp and mould.

Selecting your key date

In the page inputs on the right, you'll see a date selector. Click it and choose the specific date of your intervention, in this example, the date in March when your communications went out. Once selected, a vertical line appears across all the graphs below, marking that exact point in time.

Reading the graphs

You'll now see three line graphs showing trends over time: sentiment score, your KPI (such as TSM score), and volume of responses. The vertical line divides each graph into before and after your intervention.

Use the sentiment graph to assess whether your intervention had a positive impact, a rising line after the date is a good sign. Check the volume graph too. You might notice that the number of comments about damp and mould decreased after your intervention, which could suggest customers felt more confident that the issue was being addressed.

When reviewing the volume graph, pay attention to both the raw volume and the proportional volume over time. If sentiment improves and volume decreases together after your intervention, that's a strong indicator of success, customers are not only happier, but fewer of them are experiencing the issue in the first place.

That said, sometimes you want volume to increase. If your intervention was a communications campaign, you might actually want to see more customers talking positively about proactive engagement, so always interpret volume changes in the context of what you were trying to achieve.

Planning ahead for this kind of tracking

If you know in advance that you'll want to track an intervention this way, it's worth thinking about your theme setup on the Wordnerds platform before you act. Training specific themes for the issues you're going to address means you'll have clean, clear data to analyse when you implement changes.

Key points

  • Purpose: Track the impact of specific interventions or events by comparing before and after a key date.
  • Key date selection: Choose one specific date to plot as a vertical line across all graphs.
  • Visual comparison: See trends in sentiment, your KPI, and volume before and after your intervention.
  • Filtering: Use page filters to focus on the specific customer segment or theme relevant to your intervention.
  • Proportional view: Check both raw volume and percentage of total feedback to understand the relative significance of changes.

  • Evidence for leadership: Provides clear visual proof of intervention effectiveness for senior stakeholder reporting.

Use case

The workflow for this page is simple: spot an issue raised in customer feedback, make an intervention, then use Key Dates to track whether it has worked.

For best results, set up tracking themes on the Wordnerds platform before implementing a change. For example, if you're planning an email communications campaign for customers in high-rise flats reporting damp and mould, create a definition-led theme on Wordnerds to categorise comments about those communications. You can then use Key Dates to filter to that theme and look for success indicators, a combination of improving sentiment, improving KPI, and proportional volume changes following the intervention date.

This kind of tracking is particularly useful for demonstrating impact to senior leadership. A clear line on a graph showing where action was taken, followed by measurable improvement, is compelling evidence of the value of acting on customer feedback.

Zoe-1    ✍️ Article written by: Zoe, Customer Success Manager 

Still in need of some help? Give us an email on support@wordnerds.ai or reach out to your CSM directly.