Time to Customer Awareness: the Incident KPI No One Measures
In most incident response pipelines, customers begin experiencing impact at minute zero. Within a few minutes, the first support tickets arrive. By minute ten, customer-initiated posts appear in shared channels. Public status pages are typically updated somewhere between thirty and ninety minutes. The gap between when a customer first feels impact and when that customer is formally told is a measurable, important, and almost universally unmeasured KPI. Call it Time-to-Customer Awareness, or TTC-Aware. ...