Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Power BI: KPI Tracker

The KPI Tracker page is designed to help you understand what's happening with your key performance indicators over time. Its real power lies in two things: comparing performance between back-to-back time periods, and viewing your KPIs through the lens of specific themes or categories. This is your go-to page when you need to answer questions like "how did our sentiment score change this quarter?" or "what effect have our new email communications had on our TSM score?"

How to use this page

Understanding the layout

The page is divided into two main areas:

  • Page filters (grey box, left): Use these to filter your dataset by data source, time period, or demographic attributes such as age group or ward.
  • Page inputs (blue box, right): These control what's displayed in the visuals. This is where you select your time period and any specific theme or category you want to analyse.

Selecting a time period

In the left-hand panel of the blue box, choose which time period you want to focus on. Options include year, quarter, month, or a bespoke custom range. Year and quarter selections align with your fiscal calendar.

Once you select a period, the panel shows three key figures for that time:

  • Volume of responses
  • Sentiment score
  • Your KPI (for example, TSM score)

Below each number, you'll see how it has changed compared to the previous period automatically, so if you're looking at Q1, it compares to Q4. If you select a month, it compares to the previous month. Volume change is shown as a percentage so you can understand the significance in context.

For a custom time period (for example, a specific two-week window when something notable happened, click Bespoke). This lets you select any start and end date, and the page will compare it to the equivalent number of days directly before that period.

Sentiment breakdown

Below your KPI numbers, you'll also see a sentiment breakdown wheel showing the proportion of responses from very negative through to very positive for your selected period. The number in the centre is your average sentiment score based on your current filters.

Viewing trends over time

The line graphs on the right show trends over time for each of your KPIs: volume, sentiment, and your business-specific score. The period shown is controlled by the financial period filter, which lets you display all of your data or focus on recent years if you have a long history. If you have multiple KPIs, use the button at the top right of the graphs to view more.

Analysing by theme or category

This is where the page becomes particularly useful. In the blue inputs box, you can select a specific category or theme to filter your KPI view. For example, if you want to understand how conversations about damp and mould are affecting your TSM score, select "Damp and Mould" from the themes dropdown. The left-hand panel updates to show KPIs specifically for responses that mention that theme.

This might reveal, for instance, that while your overall TSM score is 54, when customers mention damp and mould it drops to 32. That kind of information is useful for understanding where satisfaction is being lost. The trend graphs on the right also update to reflect the performance of your selected theme over time.

Drilling through to verbatim

To read the actual comments behind your numbers, right-click on a colour segment in the sentiment wheel and select Drill through to verbatim. This takes you to a page showing all comments for whatever you currently have selected, filtered by that sentiment category.

Key points

  • Purpose: Track KPI performance over time and view your KPIs through the lens of specific themes or categories.
  • Page filters (grey box): Filter your dataset by demographics, data source, or other attributes.
  • Framework, category, theme options (blue box): Select a specific framework, category, or theme to see your KPI through the lens of that selection.
  • KPI changes over time: Select time periods (year, quarter, month, or bespoke) to see KPIs and automatic back-to-back comparison.
  • Comparison logic: Always compares back-to-back periods, like-for-like (quarter to quarter, month to month, custom period to equivalent prior period in number of days). To compare the same month across different years (for example, January this year vs January last year), use the Customised Comparison page instead.
  • Theme impact analysis: Select specific themes to see how mentioning that theme affects sentiment and KPIs.
  • Sentiment breakdown: See the proportion of responses in each sentiment category for your selected filters.

  • Drill-through capability: Right-click on the sentiment wheel to view underlying verbatim responses for each sentiment category.

Use case

Use this page to track KPIs, including sentiment and business-specific metrics, and get quick comparisons between back-to-back time periods.

Take it a step further by selecting a specific theme or category to see your KPI through the lens of that issue. For example, you could cycle through your key themes, repairs, communication, damp and mould, antisocial behaviour, and build a picture of which issues have the biggest negative impact on your TSM score, by comparing each theme's score to your overall score without any theme filter applied. This helps you prioritise where to focus improvement efforts.

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.