Understanding the Impact score

Learn how customer importance, frequency, and urgency ratings combine into a Request's Impact score and how to read it.

Written By Robi Rohumaa

Last updated 38 minutes ago

Overview

Impact combines customer ratings into a score out of 10. It helps you compare how important a Request is to customers, how often they need it, and how urgently they need it.

Impact uses customer responses. It is separate from the value and effort scores your team assigns.

Understand the customer ratings

Three signals contribute to Impact:

Rating	What it tells you	Weight
Importance	How important the Request is to the customer	50%
Frequency	How often the customer needs it	30%
Urgency	How soon the customer needs it	20%

Only answers from customers count. Answers from teammates are not included. Turn Impact questions on or off for each category in voting and Impact question settings.

Read the score

Open a Request to see its Impact rating. A higher score indicates stronger combined customer impact. No impact ratings means the Request has no customer ratings to calculate a score from.

Missing answers and small samples

Featurebase balances each rating with two neutral responses at the midpoint of the scale. This reduces the effect of a very small number of extreme answers. As more customers respond, their answers have more influence.

When one type of rating has no answers, it contributes a neutral value. It does not count as zero.

Note: The score reflects the ratings customers gave, not how many people requested the feature. Read it alongside the response count and Requester context.

Compare Requests using Impact

Open your Request view and choose Impact as its ordering. Use it to find Requests with strong customer ratings, then read the customer and company evidence before deciding what to build.

Tip: A Request with a high score from a small group may be urgent for those customers, while a moderately rated Request may affect a much larger group. Neither score alone makes the decision.

Inspect the responses

Open a Request and click its Impact rating to inspect the underlying customer responses. Review the individual ratings and the customers who provided them. Use linked Insights to understand the situation behind those scores.