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
91%
Marked resolved by the facilities team
Verified closure
64%
Member confirmed on callback that it is fixed
The closure gap
2671 bps
Tickets closed on the system, not in the room
Portfolio NPS
+81
Reported quarterly. This screen is what moves it.
Closure gap by centre
Widest gap first
| Centre | Tickets | Reported | Verified | Gap | NPS |
|---|---|---|---|---|---|
| Table Space Godrej GCR | 256 | 97% | 52% | 4500 bps | 77 |
| Table Space MFAR Manyata Greenheart 2B | 247 | 94% | 50% | 4400 bps | 79 |
| Table Space International Tech Park (ITPL) | 114 | 96% | 54% | 4200 bps | 83 |
| Table Space Sobha 1 | 185 | 95% | 53% | 4200 bps | 85 |
| Table Space Tech Park One | 189 | 91% | 50% | 4100 bps | 81 |
| Table Space The ORB | 65 | 96% | 55% | 4100 bps | 75 |
| Table Space International Tech Park Pune (ITPP) | 142 | 97% | 57% | 4000 bps | 84 |
| Table Space SJR PrimeCo Union City | 190 | 91% | 52% | 3900 bps | 85 |
| Table Space GLT Raheja Woods | 179 | 88% | 49% | 3900 bps | 79 |
| Table Space Godrej Koregaon Park | 179 | 88% | 49% | 3900 bps | 86 |
| Table Space R Square | 227 | 89% | 50% | 3900 bps | 76 |
| Table Space Embassy Golf Links | 223 | 95% | 56% | 3900 bps | 77 |
| Table Space Manyata Embassy Business Park (L6) | 174 | 96% | 59% | 3700 bps | 89 |
| Table Space DivyaSree Greens | 174 | 95% | 58% | 3700 bps | 86 |
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.