Patient 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 patient 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%

Patient confirmed on callback that it is fixed

The closure gap

2436 bps

▼ 6%

narrowing, 8 month trend

Portfolio NPS

+79

▲ 11%

8 month trend

Reported quarterly. This screen is what moves it.

Tickets logged

328

Across the portfolio, this window

Widest centre gap

4200 bps

The single largest closure gap in the book

Closure gap by centre

Widest gap first

Centre	Tickets	Reported	Verified	Gap	NPS
Cadabam’s Kuvempunagar	26	96%	54%	4200 bps	71
Cadabam’s Banjara Hills	15	94%	57%	3700 bps	69
Cadabam's Whitefield	10	87%	51%	3600 bps	74
Cadabam's Gachibowli	17	95%	61%	3400 bps	74
Cadabam's Rajajinagar	26	93%	62%	3100 bps	74
Cadabam's Sarjapura	11	95%	67%	2800 bps	84
Cadabam’s Hebbal	10	97%	70%	2700 bps	82
Cadabam's Kakkanad	10	96%	70%	2600 bps	73
Cadabam's Anna Nagar	16	97%	72%	2500 bps	79
Cadabam’s GBB Kanakapura	7	90%	67%	2300 bps	78
Cadabam’s Bannerghatta	25	97%	74%	2300 bps	77
Cadabam's Vijayanagar	18	90%	68%	2200 bps	79
Cadabam's Indiranagar	9	95%	74%	2100 bps	87
Cadabam’s Jayanagar	9	88%	68%	2000 bps	73

What patients raise, and how they feel about it

Air conditioning and temperature23%

Meeting room availability19%

Wifi and network16%

Housekeeping and washrooms14%

Parking allotment12%

Pantry and coffee9%

Noise and phone booths7%

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%

Closure gap and NPS, 8 month trend

A verified fix rate rising alongside NPS

79400

M1M3M5M7M8

Sentiment on verification calls

100%

Calls

Positive58%58%

Neutral27%27%

Negative15%15%

What is closing the gap

The closure gap has narrowed 6 points over 8 months
Trend
Verification calls surfaced repeat-fault patterns that reported closure alone could not, letting facilities target root causes rather than symptoms.
Parking remains the highest-severity minority complaint
Sentiment
Low volume, high negative sentiment — a small fix here likely moves NPS more than a larger fix to a frequently-raised but low-severity topic.
Newer centres show a wider closure gap
Cohort
Facilities teams at recently opened centres are still calibrating what 'resolved' means to a patient rather than to a ticketing system.

Why continuous beats quarterly

A quarterly survey measures the last two weeks and calls it a quarter.

Response rates on periodic patient 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 patient 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.