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Methodology

ISCR EXTINS Architecture — how it works

An index built deliberately lean: three signal sources, a transparent formula, variable granularity across Clusters.

Formula

Complete ISCR EXTINS Formula

ISCR = 0,50 · CB + 0,30 · CA + 0,20 · CO

Score on a scale of –100 to +100

CB Behavioral — 50%

POS data + loyalty cards

Transactional data the network already holds. Four sub-indicators:

Visit frequency 35%
Average basket value 30%
Down-trading rate 20%
SKU diversity 15%
CA Attitudinal — 30%

Monthly micro-survey, 3 questions

Administered to the network's loyalty base. Three dimensions:

Q1: Budget perception —
Q2: Intention to visit —
Q3: Personal economic sentiment —
CO Observational — 20%

Weekly form, 3-5 minutes

Completed by store managers. Three observed dimensions:

Overall customer mood —
Price comments —
New behaviors at the shelf —

Structure

The 14 pillars — 4 clusters

Cluster I

Operational

The daily execution core

  • 1. Logistics
  • 2. Products
  • 3. Network
  • 4. Partners
Cluster II

Strategic Intelligence

The external environment radar

  • 5. Trends
  • 6. Opportunities
  • 7. Threats
Cluster III

Clientele

The axes of the customer relationship

  • 8. Experience
  • 9. Loyalty
  • 10. Communication
  • 11. Price
Cluster IV

Organizational

Internal capacity

  • 12. Team
  • 13. Processes
  • 14. Culture

ISCR functions as a calibration instrument for the "voltage" flowing through the interdependency network among the 14 pillars. Own-customer sentiment, measured monthly per Cluster, regulates the intensity with which forces circulate through the system.

Operational manual

Crisis Operational Manual — 4 series

A.1

Structural crises

6 external crisis scenarios (partner disappearance, logistics disruption, persistent recession, pandemic). Detected at Cluster level before propagating to the network level.

A.2

In-network manifestations

7 types of behavioral change among own customers. Each with early signals, urgency levels, and ISCR activation thresholds.

A.3

Response matrix

The decision playbook — organizational responses calibrated on pillars, differentiated per Cluster, activated on the real ISCR threshold.

A.4

Post-crisis recovery

The normalization and reconstruction cycle. Each managed crisis wave produces new information for resilience.

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Frequently asked questions about ISCR methodology

Transactional data (CB) tells you what customers are doing, but not why, and does not anticipate imminent changes. The attitudinal component (CA) captures intention and sentiment 4–8 weeks before they become visible in behavior. The observational component (CO) adds front-line signals — comments and behaviors that no automated data source captures. A natural temporal lag between the three sources makes anticipation possible.

A Cluster is a group of network stores with similar characteristics, defined by format (hyper, super, discount, proximity), geography (large urban, small urban, rural), or performance (top performers, mid group, struggling stores). The number and definition of Clusters are set in Phase 1 of the audit, in collaboration with the network management team. Typically 3–6 Clusters are sufficient to capture the non-uniform realities of the network.

The component weights (0.50 · CB + 0.30 · CA + 0.20 · CO) represent the default methodologically validated weighting. In Phase 1, the CB baseline values are calibrated on the network's own historical data — so a "neutral" CB score reflects the own clientele's average behavior, not a generic standard. The CA micro-survey is adapted to the type of loyalty base. The CO form is configured on the observational categories relevant to the type of network.

The ISCR Crisis Operational Manual is a structural playbook with 4 series: A.1 (Structural crises — 6 external scenarios), A.2 (In-network manifestations — 7 types of behavioral change), A.3 (Response matrix — calibrated per Cluster), A.4 (Post-crisis recovery). When the per-Cluster ISCR enters the orange or red zone, the corresponding scenario from A.1/A.2 is identified and the response from A.3 is activated. The manual is calibrated on the specific network in Phase 2 of implementation.