Customer satisfaction is how customers judge whether a product or service meets their expectations and needs. It is a business outcome that platform and observability work can support. section 10.1.1 section 5.1.2
Epetech’s observability gaps
Application monitoring helped engineers troubleshoot, but customer complaints continued. Failures in scheduled tasks, full disks, and conversion data arriving two weeks late left teams slow to address poor customer experiences. section 5.1.2
Improved reliability, faster delivery, and better developer experience can strengthen customer satisfaction and loyalty. Track satisfaction alongside adoption, productivity, quality, revenue, and competitiveness to connect platform work with business outcomes. section 10.7.2 section 10.1.1
Figure 5.2 Observability data can be described across multiple engineering and business operations facets. Users and use cases are more than developers and operations personnel responsible for running the system. Stakeholders, security, and governance also have questions that the data can answer.
Observability serves business stakeholders as well as engineering and operations teams, helping connect operational data to customer outcomes. section 5.1.2
