Customer Experience
Customer Experience & Service
Track sentiment, cases and service quality across every destination.
NPS
62
+4.1%vs previous period
CSAT
4.4 / 5
+1.8%vs previous period
Open cases
8
-6.2%vs previous period
Avg first response
6m
-8.4%vs previous period
Complaints this week
19
-3.5%vs previous period
Cases inbox
12 recent cases across all channels.
Mariam AhmedCX-1001
Parking was full again on Friday night, waited 25 minutes.
WhatsAppParkingHighOpen
Omar KhalilCX-1002
Restrooms near the food court need attention.
AppCleanlinessMediumIn Progress
Nadine SalehCX-1003
Loved the Summer Nights event, great staff!
GooglePraiseLowResolved
Ali MansourCX-1004
Little Explorers refused to honor a return.
PhoneTenantMediumOpen
Salma TarekCX-1005
Witnessed an altercation near gate 2.
EmailSecurityHighIn Progress
Karim FathyCX-1006
Lost a black wallet near the cinema entrance.
WhatsAppLost & FoundLowOpen
Farida AminCX-1007
Valet took too long to retrieve the car.
AppParkingMediumResolved
Hossam RedaCX-1008
Spills not cleaned quickly in the grocery aisle.
GoogleCleanlinessLowResolved
Rania LotfyCX-1009
Weekend parking chaos again, need more valet staff.
WhatsAppParkingHighOpen
Tamer WahbaCX-1010
Billing dispute with a kiosk tenant.
PhoneTenantMediumIn Progress
Dina SherifCX-1011
Great customer service at the info desk.
EmailPraiseLowResolved
Wael GaberCX-1012
CCTV blind spot near the gym entrance.
AppSecurityMediumOpen
Feedback themes
Weighted by mention volume.
ParkingCleanlinessStaffFood courtKids areaWayfinding
Mystery shopping
Latest audit scores by project.
72
79
86
93
76
83
NPS trend
12-week trailing NPS.
CSAT by project
Lost & Found
| ID | Item | Project | Date | Status |
|---|---|---|---|---|
| LF-201 | Black leather wallet | Riverside Row | 2 days ago | Unclaimed |
| LF-202 | Kids scooter | Sunrise Yard | 3 days ago | Claimed |
| LF-203 | iPhone 14, blue case | Northgate | Today | Unclaimed |
| LF-204 | Prescription glasses | Cityline Hub | Yesterday | Unclaimed |
COMERA AI
Parking complaints at Cityline Hub are up 30% on weekends compared to last month. Recommend expanding valet capacity during Friday–Saturday peak hours to reduce wait times.