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Monthly scorecard

Member Experience · April 2026

Owner: Myrthe
Closed from the PowerPoint migration · read-only ·
April 2026May 2026June 2026July 2026August 2026September 2026Present

Locked metrics

SLA Compliance

Leading · weekly

% tickets handled within agreed response (FRT) and resolution (RT) times, with ≤5% classified as severe.

FRT 77,5%
RT 92,0%
Off targetTarget: 85% FRT + 90% RT
ValueTarget
FRT✗ 77,5%off target85%
RT✓ 92,0%on target90%

CES + CSAT

Lagging · monthly

Track overall member satisfaction (Member Experience Tracker: CSAT + CES + NPS).

CES 6,22
CSAT t.b.d.
No targetTarget: ± 6 CES
ValueTarget
CES✓ 6,22on target±6
CSAT— t.b.d.not judged

On-time openings

Leading · monthly

New locations are delivered and opened on schedule, without delays.

1 open
1 on time · 1 at risk
Off targetTarget: All 3 of 3 new locations on time
Den Haag — on target
open
Eindhoven — on target
on time — 1st June
Muntgebouw — off target
at risk — 1st June
Monthly objectives (max 3)
Prove

By end of April, determine the best approach to measure Optix tickets within SLA metrics

Done means: Pushover notifications live and tested per location. Urgency structure documented and shared with the team. FRT trend improving in July.

On track
Myrthe · due 31 Jul 2026
Prove

By end of April, define a statistically valid CSAT measurement approach and its linkage to a member happiness score

Done means: Survey live for all members (8 questions incl. NPS, based on the Member Happiness Score), responses flow automatically to a dashboard, results visible per location.

On track
Myrthe · due 31 Jul 2026
Unblocker
SOP onboarding Community ManagerMyrthe & Emilie · week of 27 Apr 2026Not achieved
How the framework works — Prove, Scale, Create in plain language
Prove

The car goes from A to B 🚗 — this goal directly moves your KPIs this month.

Scale

Upgrade the road to a highway 🛣️ — makes hitting your KPIs easier in the future.

Create · optional

A great restaurant along the route 🍝 — extra value for members. Optional.

Leading indicator

The number you directly influence — your own steering wheel. If it moves, it's because of what your team did.

Lagging indicator

The result that follows later, often depending on other departments. You can't push it directly — your leading work pushes it for you.

The tsunami rule: when your leading and lagging KPIs are both behind, do more Prove and stop Scale. You don't renovate the kitchen when a tsunami is coming. 🌊

Scale

By mid May, identify and prioritize the five biggest administrative bottlenecks for Community Managers

Done means: Automate tone-of-voice documents and centralise templates. At least one workflow runs via a reusable Claude-assisted flow so CMs spend less time on recurring content tasks.

Behind
Myrthe · due 31 Jul 2026