The Front Desk

Every quarter, coworking operators sit down to review their Net Promoter Score. If it went up, there's a collective sigh of relief. If it dropped, there's a scramble to figure out what went wrong. Sound familiar? NPS feels safe. It's a number. It goes up or down. You can put it in a report. But it tells you almost nothing about whether your members are truly happy, whether they'll stay, or whether they'll bring others in. It captures a moment, not a relationship. A member who