Why doesn't key customer work in impact score?
Asked by Cassidy Fitzpatrick:

We're using the following impact score: 60% goal impact, 10% insights, 10% votes, 20% key customers.   

I think there is an issue calculating key customers. We've added weights to customers.   

As you can see in the photo below, it makes sense that #1 is #1. There is a big goal impact and lots of key customers.   

However, the next 5 should not all be ranked the same. They all do not have insights or votes. And are all calculated with 4/5 goal impact. but, for some reason, the key customer weighting is not ranking the 5th one down higher than the others.   

Any ideas?

![Capture8.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/219507i4502C07C404C8EB7/image-size/large?v=v2&px=999 "Capture8.JPG")  

![Capture7.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/219505i1BD57C9B53F63E8F/image-size/large?v=v2&px=999 "Capture7.JPG")


Answers:
author: Tanguy Crusson
body: Hi everyone, so the short answer is we have a bug on how we account for ideas that don't have a value for a field in the weighted score formula. We'll fix it!

comments: author: Caitlin Fox
body: Is this bug resolved yet?


author: Tanguy Crusson
body: Yes, it should have been fixed shortly after this message


author: Jan-Hendrik Spieth
body: Is "4" the lowest value you have for Key Customers?

If so, I believe the calcuation might be correct, because that lowest value will you a "weighted" score of 0 ("zero").

Let's try a rollup vs weighted for our "Product areas" (with weights, although not multi-select, but I believe that shouldn't make a difference):

![Screenshot 2022-10-10 112032.png](https://community.atlassian.com/t5/image/serverpage/image-id/219820i947D75D19500C4B2/image-size/large?v=v2&px=999 "Screenshot 2022-10-10 112032.png")

Not sure I'm on the right track, though.

comments: author: Jan-Hendrik Spieth
body: I continued digging a little. I'm pretty sure now that [@Cassidy Fitzpatrick](/t5/user/viewprofilepage/user-id/5048156)'s issue is not specific to that very field, but maybe rather cause by how formulas and specifically, normalization, works with multi-select fields. From the [documentation](https://support.atlassian.com/jira-product-discovery/docs/jira-product-discovery-fields-reference/):
> The normalized value *x* for a field is defined as *100 \* (x - min) / (max - min)*

So if "4" is the min value for Key Customers, this field contributes "0" to the Impact score.

I checked how Rollups and Weighted scores work for multi-select fields, and rating fields. Something seems off:  
![Screenshot 2022-10-10 160900.png](https://community.atlassian.com/t5/image/serverpage/image-id/219874i21CEA496D4C0C81E/image-size/large?v=v2&px=999 "Screenshot 2022-10-10 160900.png")

For the Rating-related formulas, you see 0 = undefined. And a rating of 1 gives you a weighted score of 20. One could argue whether "undefined" is really the minimum here. But so far, so good.

But for the multi-select field (weighted AARRR goals), undefined is just undefined - and a value of "1" gives you 1 in Rollup, yet "0" in weighted score.

[@Tanguy Crusson](/t5/user/viewprofilepage/user-id/502312)or someone else from Atlassian team, can you enlighten us here?


author: Tanguy Crusson
body: You're right [@Jan-Hendrik Spieth](/t5/user/viewprofilepage/user-id/386132) there is something fishy here:

<https://www.loom.com/share/4c75e73760d142c2a047bc3ef0331cf1>


author: Jonathan Hau
body: You could also try creating a new "Impact Score" field and instead configure it to use a custom formula type. I prefer the custom formula because it's far easier to modify the formula expression if your criteria for how the Impact Score gets calculated changes later on.


author: Tanguy Crusson
body: Hi [@Cassidy Fitzpatrick](/t5/user/viewprofilepage/user-id/5048156) , could this be because of the "Votes" field? It's not on the screenshot you shared

comments: author: Cassidy Fitzpatrick
body: I changed the vote percentage to 0 and there was no change! We also haven't started using votes yet as we're still setting up. Thanks for the idea though!


author: Tanguy Crusson
body: OK - we'll need to look into it, it could very well be a bug. In the meantime, have you tried creating a new "Score" field with the same configuration?


author: Cassidy Fitzpatrick
body: Thank you! I just tried that and no luck. It seems to work on our other boards so a little confused about what's up. Appreciate your help.


author: Tanguy Crusson
body: OK damn - would you be ok to jump on a Zoom early next week? <https://calendly.com/tcrusson/15min-meeting> So we can troubleshoot this together


author: Cassidy Fitzpatrick
body: Yes! Just scheduled. Thank you!


Tags: custom-field

customer