Net Conduct Score
What eligible employees experienced.
THE BUSINESS-RECORD INPUT
Approved records, narrowly scoped.
Human experience matters, but it cannot carry the complete judgment. Verified Conduct Index (VCI) adds evidence from approved business records. It asks whether a customer met eligible responsibilities they accepted, after removing events the customer could not control and records the system has no right to use.
THE BALANCE
Two inputs, two different questions.
Net Conduct Score records what eligible employees experienced during an interaction. Verified Conduct Index examines what approved records can establish about eligible customer responsibilities. One is human evidence. The other is operational evidence. Neither substitutes for the other.
A Conduct Quotient can appear only after both required inputs independently qualify. The gates are where that independence is enforced: strong business records cannot carry an input that failed its own gate, and positive employee responses cannot stand in for missing or contradictory records. The synthesis formula then caps how far a strong input can lift a weak one.
Verified Conduct Index
What approved records establish.
Conduct Quotient
Both inputs must qualify before a score can appear.
THE QUESTION
Did they do what they agreed to?
That is the practical question VCI is designed to answer.
Did the customer meet an eligible responsibility they accepted and could control?
A successful transaction alone proves too little. A recorded event qualifies only when the governing context defines the customer's responsibility, the evidence required, the exceptions that apply, and the route for correction or challenge.
The proposal does not begin with every piece of customer data a business already has. It begins with a much narrower question: which records, if any, are fair and useful evidence for one approved context?
THE GATES
Seven gates before a record counts.
Three different lists govern VCI and they operate at three different layers. The gates below are the pipeline a record travels through. The standard separately defines whether the underlying responsibility was legitimate in the first place, and the states a record can occupy while it is reviewed, corrected, or reversed.
A record has to satisfy all three. A legitimate responsibility recorded through an invalid pipeline does not count, and neither does a clean pipeline applied to a responsibility the customer never accepted.
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01
Approved context
The responsibility must be defined for one approved context. A record that makes sense in transportation may not make sense in dining, hotels, or vacation rentals.
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02
Accepted responsibility
The customer must have been told what they were agreeing to. A business cannot invent the responsibility after the event or bury it in rules no reasonable person would understand.
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03
Customer control
The outcome must have been within the customer's reasonable control. Business failures, inaccessible systems, emergencies, and other legitimate exceptions cannot be recast as customer conduct.
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04
Reliable evidence
The record needs an authenticated source, a valid connection to the correct customer, and enough information to support the event it claims to describe.
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05
Applied exceptions
The system must check approved exceptions before the event can contribute. Disability and accessibility needs, emergencies, weather, transit disruption, unclear instructions, and business-caused failures require special care.
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Notice and review
The customer needs a meaningful way to see the contributing event, understand its status, request a correction, and raise a dispute.
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07
Final eligible state
Duplicated, reversed, expired, unresolved, or otherwise ineligible records cannot quietly remain in the index.
The proposal does not start with a list of behaviors and assume they are fair. Each event class must be defined, reviewed, and tested for one named context before it can become eligible.
POSSIBLE EVENT CLASSES
Different responsibilities, different evidence.
The following examples are illustrative. They are not approved production events, and each would require context-specific rules, exceptions, evidence standards, and consumer review.
Transportation
A customer arrives for a reservation they accepted and could reasonably attend, after delays, cancellations, accessibility needs, and other exceptions are considered.
Hotels and vacation rentals
A customer returns property under disclosed terms, after normal use, unclear instructions, business-caused issues, and documented exceptions are removed.
Dining and reservations
A customer follows an accepted reservation or cancellation process, after platform failures, emergencies, and reasonable timing exceptions are considered.
Services
A customer completes an agreed handoff or customer-controlled action needed for the service to proceed, after changes caused by the business are excluded.
WHAT DOES NOT COUNT
Nine categories of customer data the standard excludes.
A record becomes available to a business for many reasons. That does not make it fair conduct evidence.
Money and loyalty
Spending, purchase frequency, loyalty tier, account value, tipping, and profitability do not show whether someone conducted themselves well.
Consumer rights
Complaints, returns, refunds, accommodation requests, and other legitimate exercises of consumer rights cannot become negative conduct evidence.
Personal identity and circumstances
Protected traits, disability, health, language, family status, and close proxies for those characteristics must remain outside the index.
Business-caused outcomes
Delays, cancellations, poor instructions, inaccessible systems, staffing failures, and other business mistakes cannot be assigned to the customer.
Events outside the customer's control
Emergencies, severe weather, transportation failures, and other approved exceptions require removal or separate treatment.
Unsafe or unsettled records
Disputed, duplicated, unverified, reversed, expired, or incomplete records cannot contribute as settled evidence.
Self-service and app use
Handling something without staff help is never credited, and needing a person is never counted against anyone. Rewarding self-service would penalize customers who require accessible or assisted paths.
Missing records and silence
An absent record is unknown rather than negative. Not responding to a business is not an event.
Someone else’s responsibility
Where a booking or group assigns a responsibility to the wrong person, it cannot count against the person it was misattributed to.
VCI is intentionally narrower than the customer profile a business may already possess. Where this page and the version 0.5 standard differ, the standard governs.
THE CALCULATION
A weighted ratio across finalized, eligible records.
The candidate calculation in the standard is Raw VCI = 100 × weighted fulfilled responsibilities ÷ weighted finalized responsibilities. Only active fulfilled and properly finalized events enter it. Pending, disputed, unknown, reversed, invalidated, and externally caused events do not. The weighting is what separates this from a completion percentage, and the weights themselves are not yet specified. One consequence is already known: since a disputed adverse record leaves the calculation while it is reviewed, disputing everything adverse would improve the ratio. A limit on that is required and does not exist yet.
The index cannot be reduced to a statement such as "32 of 34 completed." That number would hide too much. Event classes can carry different meaning, routine events can accumulate without limit, related records can create false confidence, and a customer may not know what the business expected them to complete.
The current research examines eligibility gates, event caps, diminishing influence, source diversity, recency, corrections, disputes, and uncertainty. An ineligible or unresolved event contributes nothing.
No production VCI formula has been approved. The calculation must be tested through simulations and real pilot evidence before it can become part of an adopted standard.
THE RECORD LIFECYCLE
When a record is corrected, the index recalculates.
A business record should not become a permanent label the moment it is created. It must move through a governed lifecycle.
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01
The event is recorded.
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Its eligibility and source are checked.
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Required exceptions are applied.
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The customer can inspect and challenge it.
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05
Corrections, reversals, and disputes update its status.
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Only qualifying evidence may contribute.
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Older evidence loses influence or expires under approved rules.
A correction or reversal must remove the record's effect wherever it traveled. An unresolved dispute cannot quietly count as settled evidence.
RIGHTS AND REVIEW
People can see and challenge records.
Any implementation of VCI would need clear rights around the evidence it uses.
- See the contributing event category, date, source, and current status.
- Understand which responsibility and rule made the event eligible.
- Request correction of identity, event, source, or status errors.
- Dispute whether the responsibility was accepted or within the customer's control.
- Receive notice when a material correction or reversal changes the result.
- Appeal a consequential unresolved decision through a defined process.
- Stop new participation and understand what happens to existing records.
The proposal should provide meaningful review without exposing the identity of an individual employee who submitted protected workplace feedback.
These are requirements for a future conforming implementation. No system offers these rights today.
THE COMPLETE SYSTEM
How VCI feeds the score.
Net Conduct Score captures qualified human experience. Verified Conduct Index evaluates eligible business records. When both inputs independently qualify, Conduct Quotient may combine them into one private score for a named context.
The proposed Conduct Quotient uses a 1.00 to 5.00 scale and displays two decimal places, such as 4.81. Separate rules continue to govern the two inputs beneath that score.
Transportation, dining, and hotels and vacation rentals can involve different responsibilities and evidence. A result from one context does not automatically transfer to another.
The customer sees their contextual score. When the customer chooses to use it with another business, that business receives only an approved eligibility result for one additional benefit. It should not receive the complete score or underlying history.
Net Conduct Score
The human-experience input.
Verified Conduct Index
The approved business-record input.
Conduct Quotient
Both inputs must qualify before a score can appear.
Review the protections and prohibited uses that apply to the complete system.
WHAT STILL NEEDS TESTING
Seven areas where VCI needs more work.
Each of these is published as an open question so it can be settled before anything operates.
Responsibility
Which customer responsibilities are fair enough, clear enough, and controllable enough to qualify?
Evidence
What minimum evidence and source independence should each event class require?
Exceptions
How should disability, accessibility, emergencies, cultural differences, and business-caused failures be represented without forcing people to disclose sensitive information?
Recovery
How quickly should old history lose influence, and how should corrected behavior be recognized?
Manipulation
How should the system detect selective reporting, duplicated evidence, correlated sources, retaliation, and attempts to manufacture a favorable result?
Context
Which evidence can fairly transfer between companies or industries, and which evidence must remain local?
Law and governance
Which uses must be prohibited across jurisdictions, and which decisions require independent governance rather than company policy?
HELP TEST THE PROPOSAL
Operational experience would sharpen this draft fastest.
Verified Conduct Index only works if operators, workers, consumers, product builders, researchers, advocates, and regulators shape it before any business relies on it.
An event that should never count, a missing exception, or a safeguard that would fail in practice is worth telling us about.