How the priority score is calculated
Written by the CustomerSaid team · Updated Oct 14, 2026 · 2 min read
Every opportunity has a priority score from 0 to 100. The score is a transparent weighted average of six factors, so you can always see why one problem ranks above another.
The six factors
| Factor | Default weight | Where it comes from |
|---|---|---|
| Customer impact | 25% | The number of distinct customers affected |
| Revenue impact | 20% | Company revenue behind the evidence |
| Strategic alignment | 20% | Set by your team, 0 to 10 |
| Urgency | 15% | Low, medium, high or critical |
| Confidence | 10% | 0 to 10, based on evidence |
| Effort | 10% | Set by your team, 0 to 10, where lower effort scores higher |
Weights always total 100%.
Details worth knowing
- Revenue is counted once per company. If five contacts at one company complain, that company's revenue is added a single time.
- Urgency and confidence start from evidence. While you have not edited them, linking evidence can raise urgency (for example, a churn risk with high severity) and confidence (more evidence, stronger extraction).
- Strategic alignment and effort are yours. Evidence never changes them.
- Your edits stick. When you change urgency or confidence yourself, evidence stops overwriting that field. Choose Use suggested to hand it back.
Manual override
You can set a score from 0 to 100 yourself with a required rationale. An overridden opportunity stops refreshing automatically, so you decide when it changes.
When scores update
Scores are recalculated when linked evidence changes, when a company's revenue changes, or when you save new weights. Weight changes re-score all active opportunities that are not overridden. Every score is saved as a snapshot, with the factors, weights and contributions, so you can see how it was built.
An opportunity with no evidence has no score yet.
Change the weights
Who can do this: people with the priority permission, normally the Owner.
- Open Settings › Priority.
- Adjust the percentage for each factor. The weights are redistributed so the total stays at 100.
- Save. Active opportunities are re-scored.
Revenue and your role
If you cannot see revenue, the revenue figures are hidden for you, but the score still includes it. See Revenue visibility.
Tips
- Raise the weight of revenue impact if you sell mostly to enterprises, or customer impact if you sell broadly.
- Set strategic alignment honestly; it is the main way your roadmap shapes the ranking.
Still stuck?
Ask the Analyst inside the app. It answers from your own evidence and from these guides.