Volume
How many distinct customers raised it in the period, with duplicates and repeat posts removed.
Rank
A fix-first list, ordered by what matters, not by what is loudest.
The biggest theme is rarely the most urgent one. Kingsclap combines how many customers mention a problem, how fast it is growing, and how badly it hurts them, then gives you a short ordered list with the reason for each position.
VolumeTrendSeverity
- 1Refund wait time
- 2Delivery delays
- 3Packaging damage
- 4Checkout errors
Priority Ranking
What it covers
Trend
Change against the previous period and against the same period last year where history exists.
Severity
Money lost, safety, repeat contacts and churn language weigh more than mild annoyance.
Weights you control
A food brand may weight hygiene above everything. A D2C brand may weight refunds. Set severity per theme once and the ranking follows your priorities, visibly.
Reason on every row
"Up 30% in four weeks" or "high severity, low volume". No black-box scores.
Weekly fix-first digest
Every Monday, owners get the top items for their area by email, each linked to the comments behind it and the change since last week.
Mark as fixed
Log the fix date and watch the theme after. When mentions fall, the clap mark lands.
Workflow
From a theme list to a decision
- 01
Score
Each complaint theme gets a score from volume, trend and severity for the chosen period and scope.
- 02
Explain
The main driver of the score is shown in words next to the theme.
- 03
Assign
Give each item an owner and a target date. The list becomes a working queue, not a report.
- 04
Verify
After a fix, Kingsclap compares mentions before and after so you know it worked.
In detail
Why not just sort by count
Loud is not the same as important
Staff friendliness might have the most mentions and be mostly praise. Sorting by count puts it on top.
Fast growth deserves attention early
A theme going from 20 to 60 mentions matters more this week than a stable theme at 300.
Some problems cost more
A refund delay produces repeat calls, chargebacks and public posts. It earns a higher severity than slow music.
Scope changes the answer
The fix-first list for one city or one product can be completely different from the national one.
FAQ
Questions teams ask
Can we see the formula?
Yes. The score, the inputs and the weights are visible on every theme. There is no hidden adjustment.
How many items are on the list?
The default view shows the top five complaint themes for the chosen scope. Everything else is one click away.
Does praise get ranked?
Praise themes are tracked separately. A falling praise theme is flagged as a watch item because it often precedes complaints.
Can different teams have different lists?
Yes. Each owner sees the list for their locations, products or queues, using the same scoring.
Insight Engine
Works together with
Next step
Your fix-first list is already sitting in last month’s feedback.
Send us an export of reviews, survey answers or tickets. On the demo we sort it live and show you what we would fix first, with the comments behind every theme.