DevOps Articles

There Is No Shame in Customer-Reported Incidents

I was at a community event over the summer, talking to other incident management practitioners when I heard one of them mention that he was mortified when a recent incident was only uncovered after it was reported by a customer. And honestly, I bet most people who’ve been involved in https://thenewstack.io/running-more-low-severity-incidents-is-improving-our-culture/ have also had this experience.

It’s time to remove the shame around the idea of the customer-reported incident by talking about it.

Customer- or CS-reported incidents give you a front-row look at how your customers interact with your product, and that’s an unparalleled learning opportunity.

By implementing these learnings after the incident is resolved, you truly move forward in building trust with your customers.