Layer 2 · Client Service Control
Client service — reliability against commitments, not sentiment.
Monday · 09:00 AMT
Illustrative prototype only
DEMO DATA
Illustrative prototype only
DEMO DATA
Client Trust Index
89↑ 2 pts / 30d
348 of 382 pilot clients green or light-amber · 1 relationship needs senior escalation today.
First Response Rate · 25%93CS-11 · within 5 min (10 min after 19:00, all flows)
Resolution Rate · 25%78CS-12 · solved within SLA / total
Trust Rate · 25%90CS-13 · 0 critical overrides / 30d
Client Satisfaction · 9%90CS-10 · AI-evaluated
Professionalism · 8%94CS-09 · AI-evaluated
Relationship Continuity · 8%91CS-14 · AI-evaluated
Relationships requiring review
Every red (critical-severity) relationship signal, most problematic at the bottom — every signal links to source evidence.
CTI trend
Daily Client Trust Index for the last 30 days, following the period selected above. Dashed lines mark the band thresholds: 90 green, 75 yellow, 60 orange. Illustrative series, consistent with the CTI tile.
Status bands & required response
G
90–100 · GreenNormal monitoring
Y
75–89 · YellowClient Manager review & trend monitoring
O
60–74 · OrangeDocumented recovery plan, named owner
R
Below 60 · RedSenior escalation & root-cause review
Client request flow SLA reference
1
Standard, frequently repeated request — answered / resolved within 5 min.
2
Non-standard but simple — answered / resolved within 5 min.
3
Non-standard, needs another department’s help — resolved within 5–10 min.
4
Complex, needs extra work or clarification from another department — usually within 1 hour (a guide, not a hard deadline). Anna, RM Head, takes over the discussion with the client.
First substantive reply for every level: 5 working minutes, or 10 when the clock starts 19:00–21:00 (Mon–Fri 09:00–21:00). Rules v3.5.