Impact & MRR at risk
Join feedback themes to churn and revenue so every issue carries a dollar figure.
Impact is what turns feedback from a support cost into a revenue conversation. It joins feedback themes to your business outcomes — churn, MRR — so every theme and every Ask answer carries a dollar figure. “Dark mode” and “billing is broken” stop looking equally important.
How to set it up
#Two ingredients, both from identity:
- an outcome trait that marks the thing you care about — e.g.
churned = true - a value trait that quantifies a user — e.g.
mrr
Send those as traits via identify, point Sentriment at them under Settings → Impact, and every theme gains a readout like “these users churn at 3.6× your baseline — $3,600 MRR at stake.”
Flag churn after the fact — it still counts
Traits merge over time, so you can mark a user as churned today and their old feedback correlates retroactively. You don't need to have known the outcome when the feedback arrived — which is exactly how churn works in real life.
What it unlocks
#With Impact on, you can prioritise the roadmap by revenue at risk instead of raw volume, answer “what are our churned customers telling us?” in one Ask, and walk into a planning meeting with “fixing this protects $X of MRR” instead of “a lot of people mentioned it”.