Insight Scoring System

The Insight Score is a powerful feature that helps you identify and prioritize the most significant insights across your customer journeys. This score combines impact and reliability metrics to give you a clear picture of which insights deserve immediate attention.

How the Score Works

The Insight Score is calculated by combining two key factors:

Impact Factor

• Measures the total magnitude of experience impact from your evidence

• Aggregates sentiment scores from individual pieces of evidence

• Uses absolute values to reflect the overall impact, regardless of whether the feedback is positive or negative

Reliability Factor

• Evaluate the diversity and quantity of your evidence sources

• Increases with the number of unique data points (e.g., support logs, interviews)

• Reaches maximum value only when multiple source types are combined

Reading the Score

Each insight card displays a score badge that represents the multiplication of Impact and Reliability factors. The higher the score, the more significant and well-validated the insight is.

Example:

• An insight with 4 support logs might have a reliability score of 13.33

• The same insight with 10 support logs would increase to a reliability score of 33.33

To maximize the value of Insight Score:

• Collect evidence from multiple sources (interviews, support logs, surveys, feedback)

• Aim for at least 2-3 different source types per insight

• Note that collecting too many pieces of evidence from a single source type at some point provides diminishing returns

Using the Score for Analysis

The Insight Score enables you to:

• Sort insights by the score in the Insights tab

• Quickly identify high-priority areas for action

• Compare the relative importance of different customer pain points

• Validate research findings across multiple data sources