with the skill
**Work on reconciling bank feeds first.** It has the highest importance and very low satisfaction—the largest unmet customer need.
Use **Opportunity Score = Importance × (1 − Satisfaction)**, normalizing your 1–10 ratings to 0–1 with `(rating − 1) / 9`.
| Priority | Customer problem | Importance | Satisfaction | Opportunity score |
|---|---|---:|---:|---:|
| **1** | **Reconciling bank feeds** | **9.2** | **3.4** | **0.668** |
| 2 | Sending payment reminders | 7.0 | 3.0 | 0.519 |
| 3 | Exporting data for accountant | 7.5 | 5.0 | 0.401 |
| 4 | Custom invoice themes | 3.1 | 2.0 | 0.207 |
| 5 | Finding past invoices | 8.9 | 8.6 | 0.137 |
### How to interpret this
- **Bank reconciliation:** Customers care deeply, and current solutions fall short. Start discovery here.
- **Payment reminders:** The next strongest opportunity.
- **Finding invoices:** Important, but already well served. Maintain quality rather than prioritize improvements.
- **Custom themes:** Low satisfaction alone doesn’t make something a priority; importance is also low.
**The 14 theme requests are a research lead, not a reason to override the ranking.** Ask those customers what underlying problem they’re trying to solve—for example, brand credibility or meeting client requirements—and check whether it is especially important to a strategically valuable segment.
Show the rest (1 more line)
**Next step:** Interview customers about failed or frustrating bank-reconciliation workflows. Then compare potential solutions using RICE or ICE, incorporating reach, confidence, and implementation effort. This survey ranks the **problems**; it doesn’t yet establish which solution to build.