Closed by Myrthe · read-only ·
Locked metrics
SLA Compliance
Leading · weekly% tickets handled within agreed response (FRT) and resolution (RT) times, with ≤5% classified as severe.
+ 14,49%
At risk
| Value | Target | |
|---|---|---|
| FRT | 59.38off target | 90% |
| RT | 97.38on target | 93% |
CES + CSAT
Lagging · monthlyTrack overall member satisfaction (Member Experience Tracker: CSAT + CES + NPS).
6.25 [out of 20 fill in surveys]
On target
| Value | Target | |
|---|---|---|
| CES | 6.25on target | ±6 |
| CSAT | TBDnot judged |
On-time openings
Leading · monthlyNew locations are delivered and opened on schedule, without delays.
Working on the details, location is up and running
At risk
Monthly objectives (max 3)
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.
Partly
Why: It's important that we agree on this survey, but changes in the business took priority, and this has been put on hold.
Decision: drop — I'll put it on hold until November, then I want to pick it up again
Partly
Partly achieved in July 2026:
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.
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. 🌊