FlexSpace operates 120 coworking facilities across 18 cities. In the last quarter, member satisfaction fell while facility issue volume increased, and regional operations leaders want a data-driven framework for deciding which issues to fix first.
Last month, FlexSpace logged 9,600 facility issues across HVAC, internet, cleaning, access control, plumbing, and elevator categories. Overall member satisfaction (CSAT) dropped from 4.4 to 4.1, monthly member retention declined from 92% to 89%, and workspace booking conversion fell from 68% to 63%. Issue resolution SLA compliance also declined from 88% to 76%. The COO wants to know which operational problems are causing the most business impact and how to allocate the next month's $400K maintenance budget.
A sample of recent issue patterns:
facility_issues: ticket_id, facility_id, issue_type, severity, opened_at, resolved_at, vendor_id, repeat_flagmember_feedback: facility_id, date, CSAT, NPS, complaint_categorybookings: facility_id, date, visits, booking_starts, completed_bookingsmemberships: member_id, facility_id, start_date, renewal_date, churn_flag