Member book · 13
Experience and closure
A ticket is closed when an engineer says it is closed. Whether it is fixed is a different question, and it is the one the member answers at renewal rather than at closure. NPS is a reported KPI, so the gap between those two closures is a board-level number.
Reported closure
93%
Marked resolved by the facilities team
Verified closure
69%
Member confirmed on callback that it is fixed
The closure gap
2436 bps
Tickets closed on the system, not in the room
Portfolio NPS
+79
Reported quarterly. This screen is what moves it.
Closure gap by centre
Widest gap first
| Centre | Tickets | Reported | Verified | Gap | NPS |
|---|---|---|---|---|---|
| CC&Co. Chinchwad | 26 | 96% | 54% | 4200 bps | 71 |
| CC&Co. Lower Parel | 15 | 94% | 57% | 3700 bps | 69 |
| CC&Co. Aundh | 10 | 87% | 51% | 3600 bps | 74 |
| CC&Co. Bandra Kurla Complex | 17 | 95% | 61% | 3400 bps | 74 |
| CC&Co. Shivajinagar | 26 | 93% | 62% | 3100 bps | 74 |
| CC&Co. Kharadi | 11 | 95% | 67% | 2800 bps | 84 |
| CC&Co. Wakad | 10 | 97% | 70% | 2700 bps | 82 |
| CC&Co. Vashi | 10 | 96% | 70% | 2600 bps | 73 |
| CC&Co. Gangapur Road | 16 | 97% | 72% | 2500 bps | 79 |
| CC&Co. GBB Kothrud | 7 | 90% | 67% | 2300 bps | 78 |
| CC&Co. Baner | 25 | 97% | 74% | 2300 bps | 77 |
| CC&Co. Pimpri | 18 | 90% | 68% | 2200 bps | 79 |
| CC&Co. Hinjawadi | 9 | 95% | 74% | 2100 bps | 87 |
| CC&Co. Prabhat Road | 9 | 88% | 68% | 2000 bps | 73 |
What members raise, and how they feel about it
The counter-intuitive one
Parking is the fifth most raised topic and the most negative in the set. Volume and sentiment are different questions, and a topic that is raised rarely but felt strongly does more damage to a renewal conversation than a topic raised constantly and shrugged off. Ranking by volume alone would push parking down the fix list.
Max share shown: 23%
Why continuous beats quarterly
A quarterly survey measures the last two weeks and calls it a quarter.
Response rates on periodic member surveys sit in the low double digits, the sample skews to the extremes, and the reading arrives after the quarter it describes is over. A rolling one-question pulse delivered inside a conversation the member was already having produces a continuous series per centre, which is what a centre manager can actually act on. It also means the NPS you report is a measurement rather than a snapshot, which matters more now that it is a disclosed metric.