☠️ The issue
When you collect customer feedback, whether through private messages or public boards, you quickly run into the same question: “Which feedback should we actually act on?”
If you rely only on individual feedback, every customer believes their request is the most important one — which is completely human, but doesn’t scale.
If you rely on community-based voting, you get a better overview of what’s popular, but not necessarily what’s important.
For example:
5 new customers request Feature A (worth $50 MRR total).
1 long-term customer requests Feature B (worth $200 MRR).
A pure upvote-based system would tell you to build Feature A, even though Feature B might have the bigger business impact.
The problem is simple:
You’re missing context — the right data to prioritize feedback based on real impact.
🥳 The solution
The Impact Score solves this problem by turning qualitative feedback into a quantitative, data-driven signal.
It automatically evaluates each feedback item based on multiple factors — so you can instantly see which features will have the most impact on your product and your customers.
Instead of guessing or relying on raw votes, the Impact Score combines everything that actually matters:
The number of votes
The importance of the users or companies behind those votes
The engagement level of the discussion
The overall happiness of the customers involved
And the recency of activity
All of these are merged into a single, clear metric between 0 and 1 — making it easy to compare feedback items at a glance.
The Impact Score helps you:
Move beyond raw vote counts
Focus on high-value, high-impact feedback
Align your roadmap with customer and business priorities
Support data-driven discussions with your team
It’s not just another number, it’s a decision-making tool that connects customer needs with product strategy.
💡 What is the Impact Score?
The Impact Score represents the overall importance and potential business impact of a feedback item.
It’s recalculated automatically whenever a user interacts with feedback (e.g., votes, comments, or changes priority).
⚙️ How it works
Each feedback item gets a normalized score between 0 and 1 based on several weighted factors:
Factor | Description |
Total priority votes | How many users marked the feedback as high priority. |
Average priority | The average importance assigned by users (1–5). |
Vote sentiment | The ratio of upvotes to downvotes and total volume. |
Engagement | Comments and subscribers — how active the discussion is. |
Customer weight | Influence or size of the users who interacted. |
Company weight | Influence of companies represented among voters. |
User happiness | Satisfaction level of participating users. |
Recency | Recent activity gives a slight boost to fresher feedback. |
⚙️ Configuring the Impact Score
You can fine-tune how much each factor matters in your Product Settings → Impact Score Configuration.
💬 Note: The weights don’t need to add up to 1 — it’s the relative importance that matters.
⏳ How recency works
Recency ensures older feedback loses influence over time unless it receives new activity. This keeps your feedback list fresh and focused on current needs.
📊 Viewing and sorting by Impact Score
You can view or sort your feedback by Impact Score in the feedback list:
Sort descending → see the most impactful ideas first
Combine with filters (e.g. “Open” or “Under Review”) for focused prioritization
🔍 FAQ
Q: Does the score update automatically?
Yes, the score recalculates when feedback gets new votes, comments, or changes in priority — or when you adjust the weight settings.
Q: Can I disable the Impact Score?
Yes, you can toggle it off in Product Settings if you prefer traditional sorting by votes.
Q: Is the formula transparent?
Yes, you can view and adjust every parameter directly in your product configuration.