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Monthly scorecard

Member Experience · May 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 65,2%
RT 88,5%
Off targetTarget: 90% FRT + ≤5% classified as urgent Apr FRT 77,5%
ValueTarget
FRT✗ 65,17%off target90%
RT✗ 88,46%off target93%

CES + CSAT

Lagging · monthly

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

CES 6,8
CSAT t.b.d.
No targetTarget: ± 6 CES Apr CES 6,22
ValueTarget
CES✓ 6,8on target±6
CSAT— TBDnot judged

On-time openings

Leading · monthly

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

Eindhoven 75% (25% delay)
Muntgebouw mid June
Off targetTarget: All 3 of 3 new locations on time Apr 1 open
Den Haag — on target
open
Eindhoven — off target
75% completed, 25% delay
Muntgebouw — not judged
mid June
Monthly objectives (max 3)
Prove

Determine and validate a scalable approach for tracking Optix SLA metrics (FRT & RT) using Zapier or alternative tooling

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

Review and finalize the CSAT survey for full rollout starting end June to all members

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
Workaround for standardized Stories design and productions across locationsMyrthe (help: Samantha & Emma) · week of 25 May 2026Achieved
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

In June, reduce time spent on content management by centralising tools and templates

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.

On track
Myrthe · due 31 Jul 2026