Why doesn't key customer work in impact score?

[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?

[Tanguy Crusson · Accepted solution]

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!

[Caitlin Fox]

Is this bug resolved yet?

[Tanguy Crusson]

Yes, it should have been fixed shortly after this message

[Jan-Hendrik Spieth]

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):

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

[Jan-Hendrik Spieth]

I continued digging a little. I'm pretty sure now that @Cassidy Fitzpatrick'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:

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:

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 Crussonor someone else from Atlassian team, can you enlighten us here?

[Tanguy Crusson]

You're right @Jan-Hendrik Spieth there is something fishy here:

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

[Jonathan Hau]

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.

[Tanguy Crusson]

Hi @Cassidy Fitzpatrick , could this be because of the "Votes" field? It's not on the screenshot you shared

[Cassidy Fitzpatrick]

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!

[Tanguy Crusson]

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?

[Cassidy Fitzpatrick]

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.

[Tanguy Crusson]

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

[Cassidy Fitzpatrick]

Yes! Just scheduled. Thank you!