Concepts

Trust Signals™

Trust itself can't be measured directly. Signals are the blood pressure and heart rate of an intelligence system.

"Intelligence Trust is demonstrated when people consistently use intelligence to make decisions without feeling compelled to validate, recreate, or reinterpret it first." Every signal below is a proxy for this definition : and every signal needs context before it's read as good or bad.

Trust Signals support ongoing inspection, diagnosis, and refinement. Revisit observations during implementation and after changes are in use, interpreting them alongside context and supporting evidence.

Eight behavioral indicators

Each is a question, not a metric with a fixed target.

01

Decision Velocity

How much meeting time is spent validating numbers before discussing actions?

02

Report Consistency

Do multiple reports answer the same question differently?

03

Report Substitution

How often do users export dashboards into Excel to rebuild them?

04

Executive Adoption

Are executives using the system directly, or asking analysts to recreate reports?

05

Metric Stability

How frequently do KPI definitions change?

06

Explainability

Can someone explain where every executive KPI comes from?

07

Manual Effort

How much reconciliation is required before reporting?

08

Confidence

When numbers are presented, does discussion move to action : or back to validation?

What it looks like in the room

Low-Trust Behaviors

  • Exporting everything to Excel
  • Rebuilding reports
  • Arguing over numbers
  • Maintaining personal spreadsheets
  • Asking three analysts for the same metric
  • Waiting for "the real numbers"

High-Trust Behaviors

  • Using dashboards directly
  • Referencing standardized KPIs
  • Making decisions immediately
  • Reusing executive reporting
  • Sharing links instead of attachments
  • Discussing actions rather than calculations