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
92%
Marked resolved by the facilities team
Verified closure
68%
Member confirmed on callback that it is fixed
The closure gap
2405 bps
Tickets closed on the system, not in the room
Portfolio NPS
+78
Reported quarterly. This screen is what moves it.
Closure gap by centre
Widest gap first
| Centre | Tickets | Reported | Verified | Gap | NPS |
|---|---|---|---|---|---|
| Godrej Two | 161 | 94% | 51% | 4300 bps | 80 |
| EON Free Zone | 306 | 96% | 54% | 4200 bps | 71 |
| Electronic City Phase 1 | 194 | 90% | 50% | 4000 bps | 85 |
| Andheri Solitaire | 141 | 92% | 53% | 3900 bps | 71 |
| Knowledge City Salarpuria | 128 | 90% | 51% | 3900 bps | 74 |
| Blue Ridge Hinjawadi | 67 | 94% | 55% | 3900 bps | 76 |
| Vasavi Gachibowli | 181 | 94% | 55% | 3900 bps | 88 |
| Karle Town Centre | 141 | 90% | 52% | 3800 bps | 81 |
| Chromium Powai | 192 | 89% | 51% | 3800 bps | 68 |
| Select Citywalk Saket | 107 | 88% | 50% | 3800 bps | 69 |
| Mfar Greenheart | 121 | 89% | 52% | 3700 bps | 83 |
| Raheja Towers BKC | 177 | 94% | 57% | 3700 bps | 69 |
| Magarpatta Cybercity | 105 | 90% | 53% | 3700 bps | 83 |
| Global Business Park | 208 | 94% | 57% | 3700 bps | 67 |
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.