Locked metrics
SLA Compliance
Leading · weekly% tickets handled within agreed response (FRT) and resolution (RT) times, with ≤5% classified as severe.
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No data yet
CES + CSAT
Lagging · monthlyTrack overall member satisfaction (Member Experience Tracker: CSAT + CES + NPS).
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No data yet
On-time openings
Leading · monthlyNew locations are delivered and opened on schedule, without delays.
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No data yet
Monthly objectives (max 3)
Scale
Edited during month
CM will work only in 5 systems, which further automates the administrative tasks across those systems
Done means: 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.
Supplier login by location for AH [done] and BOCCA + working with order schedule
Unblocker
- Supplier login by location for AH [done] and BOCCA + working with order scheduleOpen
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. 🌊
#lekkerschaalbaarMember Experience — The arrival · stop 1 of 8 — ← → to move, Esc to exit
Member Experience — The arrival
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