Customer rating

The reliability rating says how a customer has behaved so far. It is calculated by visible rules from recorded events, and it only lets staff propose actions that someone else approves.

Loyalty programme Customer analytics Approval policy

Customer

How the score is built

Supporting events

Date	Factor	Event	Record

Rating history

Date	Rule version	Rating	Entry	Reason

Every change is a new entry. Adjustments and reversals are added below the entries they refer to; nothing is overwritten.

Loyalty, shown separately

Programme

What staff may propose

Open risks

Apply a payment-behaviour event

Acceptance check

Pick a customer, a rule version and an event. The rating is recalculated by that version and a history entry is written. The loyalty panel beside it is read again after the event so you can see that nothing changed there.

Customer Rule version Payment-behaviour event

What-if simulator

Nothing is saved

Change a weight or the customer’s payment inputs. The score and grade are recalculated at once, and the rows that moved are highlighted. Uses the customer and rule version chosen above.

Payment-behaviour inputs

Average days paid lateOldest open invoice, days overdue

Weights

Factors and weights

Factor	Source of the events	Weight	How the factor score is set

Grade bands

Grade	Score from	to

Payment-behaviour score

Rule	Points taken off 100

Consequences are controlled actions, never automatic. A rating change does not alter a customer’s terms, prices or priority. It changes what the account owner may propose. Each proposal goes to the approver named in the approval policy and is recorded with its outcome.

What each band allows staff to propose

Approval route for each action

Action	What it is	Approval route, from the approval policy

Proposals raised from a rating

Proposal	Customer	Action	Proposed by	Status

Approve and reject are simulated here. In the prototype they change the status on this page only.

Version	Status	In force from	to	Decided by	Note

Weights by version

What each version would give today

Calculated now from the same events for comparison. Only the version in force writes history. A draft changes no customer’s rating.

Role	Reliability rating	Loyalty	Configure rules

Hiding by role is static in this prototype: it shows the intended scope and is not enforced authorization. The rating is internal. It is not shown in the corporate or learner portal, in customer emails or in exports sent to customers.