Closed from the PowerPoint migration · read-only ·
Locked metrics
SLA Compliance
Leading · weekly% tickets handled within agreed response (FRT) and resolution (RT) times, with ≤5% classified as severe.
FRT 64,6%
Off target
| Value | Target | |
|---|---|---|
| FRT | 64,62%off target | 90% |
| RT | 93,8%on target | 93% |
CES + CSAT
Lagging · monthlyTrack overall member satisfaction (Member Experience Tracker: CSAT + CES + NPS).
CES 7
No target
| Value | Target | |
|---|---|---|
| CES | 7on target | ±6 |
| CSAT | t.b.d.not judged |
On-time openings
Leading · monthlyNew locations are delivered and opened on schedule, without delays.
Eindhoven 100% end June
No target
open
100% completed — end of June
90% completed — end June
Monthly objectives (max 3)
Prove
Improve FRT: urgency structure + Pushover notifications per location in Freshdesk
Done means: Pushover notifications live and tested per location. Urgency structure documented and shared with the team. FRT trend improving in July.
On track
Prove
Launch CSAT survey to all members and connect responses to a live dashboard
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
Unblocker
Create missing standard documents in Claude Design Systems; Emma does a single review roundAchievedHow 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. 🌊