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Monthly scorecard

Member Experience · July 2026

Owner: Myrthe
Closed by Myrthe · 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.

+9.21%
Off targetTarget: 90% FRT + ≤5% classified as urgent Jun FRT 64,6%
Apr FRT 77,5% · May FRT 65,2%
ValueTarget
FRT✗ 73.87off target90%
RT✗ 90.39off target93%

CES + CSAT

Lagging · monthly

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

6.26
On targetTarget: ± 6 CES Jun CES 7
Apr CES 6,22 · May CES 6,8
ValueTarget
CES✓ 6.26on target±6
CSAT— TBDnot judged

On-time openings

Leading · monthly

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

Working on the details, location is up and running
At riskTarget: All 3 of 3 new locations on time Jun Eindhoven 100% end June
Apr 1 open · May Eindhoven 75% (25% delay)
Den Haag — not judged
Eindhoven — not judged
Muntgebouw — not judged
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.

Achieved
Myrthe · due 31 Jul 2026
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.

Behind

The survey isn't final yet. I've been focusing on other tasks, didn't ask Alex for review time, and as a result, I've fallen behind.

Unblocker
One small, specific thing that removes friction this week — none set yet.
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. 🌊

Myrthe · due 31 Aug 2026
Scale

Reduce administrative workload for content management

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.

Partly

Why: It's part of a larger project and will work also on it in August and September. Done: standardization of supplier logins, event strategy by Stef, Claude's project per location

Decision: change — The key administrative processes between the 5 core systems have been automated, tested, and implemented. Community Managers are working with the new workflow and are experiencing a demonstrable reduction in manual administrative tasks and more time to focus on the member experience.

Myrthe · due 31 Jul 2026