feedback-triage-scoringlisted

# Feedback Triage & Scoring ## Why a blended framework Any single lens on feedback misleads you in a predictable way: - **ARR-only** ranking lets one loud, high-value account dictate roadmap even when the ask is niche to them. - **Frequency-only** ranking under-weights a small number of very high-value accounts asking for something that would prevent churn. - **RICE-only** ranking (Reach × Impact × Confidence ÷ Effort) is a good general-purpose tool, but on its own it treats "10 free-tier users mentioned this" the same as "10 enterprise accounts mentioned this," and it has no natural way to represent revenue risk. The point of blending them is that each one catches what the others miss. Don't average them into one number and stop thinking — the goal is to run all three lenses and then make a judgment call informed by all three, not to mechanically produce a single score and rank by it blindly. ## Process ### 1. Normalize the raw feedback Before scoring, make sure every item has: - **Account(s) attached** (if known) and their ARR - **Count of independent instances** — separate mentions from separate people/accounts, not the same person repeating themselves - **Source** (support ticket, sales call, review, community, internal) If an item can't be tied to an account or a count, it can still be scored — it just relies more heavily on the RICE lens (below). ### 2. Run the three lenses **Lens 1 — ARR exposure** Sum the ARR of every account that raised this specific ask (d