Your satisfaction score tells you how customers rate their experience. Their comments tell you what happened. Bringing those two views together makes the next question easier to explore: which feedback topics are associated with the result?
A long list of themes can show what people discuss most often. But frequency alone does not show how the respondents mentioning each topic score your business.
Impact on KPI in QuestionPro TextAI brings those views into one table, connecting themes and sub-themes with a measure such as NPS, CSAT, CES or a mean score.
Put feedback and performance in the same conversation
With Advanced Text Analysis, teams can organize open-ended feedback into themes that reflect their research context. Impact on KPI adds a metric view to those topics, helping reviewers compare what respondents say with the scores they give.
The connection is made through the same survey response or dataset row. A delivery comment and its satisfaction answer stay linked, so the topic’s score is calculated from the people who mention it.
Choose the KPI that matches your question
- Select the feedback question and choose the Impact on KPI widget.
- Name the KPI and select its associated question or dataset field.
- Choose NPS, CSAT, CES or Mean, then configure how the available answers are classified or scored.
- Choose the decimal precision and add the widget to your dashboard.
For a five-point satisfaction question, you might classify ratings of four and five as satisfied. CSAT then shows the percentage of included responses in that group. A different question can use a different metric and answer configuration.
Read each topic with the right context
Each row shows the topic’s KPI score, observed impact, number of eligible responses and share of the overall analysis base. Expand a theme to see the same comparison for its sub-themes.
The KPI score describes respondents who mention the topic. Impact answers a different question: how does the overall KPI compare with the score among respondents who do not mention that topic?
Impact is calculated as overall KPI minus KPI among eligible responses without the topic. It describes an observed difference in the data, rather than a forecast of the result of an improvement project.
A satisfaction review, with a clearer starting point
Consider an illustrative retail feedback review. Overall CSAT is 70%, while CSAT among respondents who do not mention delivery is 80%. The delivery theme has an observed impact of −10 percentage points.
The team now has a specific topic to investigate. They review its response count and share, expand delivery into sub-themes, and click a sub-theme to read the comments. Those responses can help distinguish issues such as missed delivery windows from damaged items.
The numbers focus the discussion. The comments supply the detail needed to decide what to investigate or change.
Keep your feedback review connected
As your feedback changes, Emerging Themes in TextAI helps you review new topics for your analysis. A KPI view gives teams another perspective when examining the themes in their dashboard.
Use separate widgets to examine different KPIs, with a clear name for each measure. In each table, sort topics, inspect sub-themes and return to the responses behind the result.
Bring your next review back to the same shared evidence: what people experienced, how they scored it, and which topics deserve a closer look.
