Metrics don’t tell the whole story 

Estimated reading time: 5 minutes

While dashboards and metrics are great for monitoring system health and expected behavior, customer feedback can complement metrics and help you unearth those unknown unknowns.

Sitting down for a podcast interview, Jeff Bezos told Lex Fridman: “When the data and the anecdotes disagree, the anecdotes are usually right.” Bezos cites an example from early Amazon days: data showed that customers waited less than 60 seconds for support, even though customer feedback reported longer wait times. During a weekly business review meeting, Bezos went ahead and made a customer service call, and the wait turned out to be more than 10 minutes. 

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