Peter Lohmann says a single KPI number tells you almost nothing. You need to measure the same metric at the same time each week over months to spot trends like rising satisfaction or slower repairs. Show it as a graph, not a number, so leaders see direction and can actually decide.
Here's the thing with KPIs. A snapshot is almost completely worthless unless you have a really great benchmark that you're going against. A snapshot in time isn't helpful almost at all. What is helpful is looking at a snapshot at the same day and time every week over an extended period of time and looking at the trends. Is my resident satisfaction going up? Or down? That sounds like something I might want to know. Is my median repair days going up or down? Sounds like something I might want to know as the owner of the business. So what I'm always encouraging my leadership team to do is love KPIs, but we need context. We need trends. So I don't want to see numbers. I want to see graphs.
