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<title data-rh="true">Customer Experience: The Reliability metric that matters</title>
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pc-reset"><div class="pencraft pc-display-flex pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset"><div class="pencraft pc-display-flex pc-gap-12 pc-alignItems-center pc-reset byline-wrapper"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-row pc-gap-8 pc-alignItems-center pc-justifyContent-flex-start pc-reset"><div style="--scale:36px;--offset:9px;--border-width:4.5px;" class="pencraft pc-display-flex pc-flexDirection-row pc-alignItems-center pc-justifyContent-flex-start pc-reset ltr-qDBmby"><a href="https://substack.com/@spirosoik" aria-label="View Spiros Economakis's profile" class="pencraft pc-display-contents pc-reset"><div style="--scale:36px;" tabindex="0" class="pencraft pc-display-flex pc-width-36 pc-height-36 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA animate-XFJxE4 outline-detail-vcQLyr pc-borderRadius-full 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y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p></p><blockquote><p>“Have you ever stared at a dashboard, drowning in hundreds of metrics, wondering which ones actually matter?”</p></blockquote><p><strong>The Pina Colada Incident</strong></p><div class="subscription-widget-wrap"><div class="subscription-widget show-subscribe"><div class="preamble"><p>Thanks for reading Reliability Engineering! Subscribe for free to receive new posts and support my work.</p></div><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget-preamble"/><input type="hidden" name="referring_pub_id"/><input type="hidden" name="additional_referring_pub_ids"/><input type="hidden" name="source_post_id" value="153905169"/><div class="sideBySideWrap-vGXrwP"><div class="emailInputWrapper-QlA86j"><div class="pencraft pc-display-flex pc-minWidth-0 pc-position-relative pc-reset flex-auto-j3S2WA"><input name="email" placeholder="Type your email..." type="email" class="pencraft emailInput-OkIMeB input-y4v6N4 inputText-pV_yWb"/></div></div><button tabindex="0" type="submit" disabled class="pencraft pc-reset pencraft rightButton primary subscribe-btn button-VFSdkv buttonBase-GK1x3M"><span class="button-text ">Subscribe</span></button></div><div id="error-container"></div></form></div></div></div></div></div><p>A real story: the entire team was off at a company meetup, mingling across time zones, while I was home with a newborn, holding down the on-call EMEA fort. The shift started calm with no alerts. I even let myself believe I might actually get some rest.</p><p>But just as my shift ended and the next on-call engineer picked up, chaos struck.</p><p>The alerts were relentless:</p><ul><li><p><strong>High CPU utilization!</strong></p></li><li><p><strong>Memory exhaustion!</strong></p></li><li><p><strong>Database nearing saturation!</strong></p></li></ul><p>At first, it felt like a false alarm. There were no customer complaints, no tweets screaming, “Your service is down!” Just a barrage of resource-level metrics firing off like a rogue fireworks show.</p><p>Then came the kicker: most of our customers were in the US, and while things seemed fine during my shift, the real trouble started when they logged in hours later. Multi-tenant workspaces began to struggle, and complaints trickled in. The problem was real - but we’d had no early clues about customer impact.</p><p><span>This wasn’t just an observability failure - it was a misalignment of priorities. Our metrics told us about machine performance, but not about </span><strong>user experience.</strong><span> And when it comes to reliability, customer experience is the only metric that truly matters.</span></p><h3 class="header-anchor-post"><strong>Why resource metrics alone don’t help</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§why-resource-metrics-alone-dont-help" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/why-resource-metrics-alone-dont-help" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>Metrics like CPU utilization or memory consumption are tempting to monitor—they’re easy to measure and can feel reassuringly precise. But the truth is, they don’t always reflect what users experience.</p><p>Think about it:</p><ul><li><p>High CPU utilization might mean your system is working efficiently under load.</p></li><li><p>Memory saturation could simply be an artifact of smart caching strategies.</p></li></ul><p>Neither of these necessarily spells disaster. But when users can’t log in, complete transactions, or access key features, that’s when the alarms should go off.</p><p><span>During the Pina Colada incident, we were flooded with warnings about CPU usage but had no way of knowing that users in the US were starting to experience real issues. This was a wake-up call: </span><strong>it’s not enough to monitor what your machines are doing - you need to measure what your users are experiencing.</strong></p><h3 class="header-anchor-post"><strong>Golden Signals: metrics that matter for customer experience</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§golden-signals-metrics-that-matter-for-customer-experience" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/golden-signals-metrics-that-matter-for-customer-experience" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p><span>The solution lies in focusing on </span><strong>Golden Signals</strong><span> - latency, traffic, errors, and saturation—metrics that reveal how well your service is delivering for users. Introduced in Google’s SRE book, Golden Signals shift the focus from machine-centric to user-centric observability.</span></p><p>Here’s how Golden Signals come into play:</p><ul><li><p><strong>Latency:</strong><span> In e-commerce, high latency during the checkout process can lead to abandoned carts and lost revenue. But minor delays in order history retrieval might be acceptable.</span></p></li><li><p><strong>Traffic:</strong><span> For a streaming service, traffic spikes during a new season release are critical to monitor to ensure smooth playback.</span></p></li><li><p><strong>Errors:</strong><span> Booking systems need to track payment processing errors closely, as they’re directly tied to revenue and customer trust.</span></p></li><li><p><strong>Saturation:</strong><span> Gaming platforms must watch system saturation to avoid lag that disrupts player experience, even if backend batch jobs suffer temporarily.</span></p></li></ul><p>Golden Signals aren’t just technical - they’re business metrics. They reflect how well your service supports user interactions that matter most.</p><div><hr/></div><h3 class="header-anchor-post"><strong>Building a user-centric reliability strategy</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§building-a-user-centric-reliability-strategy" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/building-a-user-centric-reliability-strategy" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>The Pina Colada incident wasn’t just a lesson in observability - it was a lesson in collaboration. SREs don’t just keep systems running; they align teams around a shared understanding of what reliability means for the business and its users.</p><p>Here’s how to build a user-centric reliability strategy:</p><h4 class="header-anchor-post"><strong>1. Focus on What Matters: from alerts to Golden Signals</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§1-focus-on-what-matters-from-alerts-to-golden-signals" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/1-focus-on-what-matters-from-alerts-to-golden-signals" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h4><p><span>Start by separating signal from noise. Every alert should answer one critical question: </span><strong>Does this directly impact the customer experience?</strong><span> Prune unnecessary alerts that don’t drive action or reflect user-facing issues.</span></p><p>For instance:</p><ul><li><p><span>An alert for </span><strong>high CPU on a reporting server</strong><span> might not warrant a response.</span></p></li><li><p>Conversely, latency in the checkout flow is critical, as it directly affects sales.</p></li></ul><p><span>Once alerts are cleaned up, prioritize </span><strong>Golden Signals</strong><span>—latency, traffic, errors, and saturation. These metrics provide a focused lens on how users interact with your service. However, their weight depends on the business context:</span></p><ul><li><p><span>In </span><strong>e-commerce</strong><span>, latency and errors in the checkout process take precedence over search result performance.</span></p></li><li><p><span>In </span><strong>food delivery</strong><span>, traffic spikes during meal times should trigger capacity checks to avoid app slowdowns.</span></p></li></ul><p>Tailor your metrics to reflect the critical parts of the user journey that align with business priorities.</p><h4 class="header-anchor-post"><strong>2. Align Metrics with Business and User Goals</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§2-align-metrics-with-business-and-user-goals" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/2-align-metrics-with-business-and-user-goals" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h4><p><span>Not all parts of your system need to be equally reliable—just the parts that matter most to users and revenue. This is where </span><strong>Service Level Objectives (SLOs)</strong><span> and </span><strong>Service Level Indicators (SLIs)</strong><span> shine.</span></p><ul><li><p><strong>SLOs</strong><span> set clear targets for the most critical workflows:</span></p><ul><li><p><span>For an </span><strong>e-commerce platform</strong><span>, aim for 99.95% success rate in checkout transactions, while allowing relaxed targets for analytics reports.</span></p></li><li><p><span>For a </span><strong>ride-sharing app</strong><span>, prioritize reliability of ride booking over trip history.</span></p></li></ul></li><li><p><strong>SLIs</strong><span> measure specific aspects of user experience, guiding observability efforts:</span></p><ul><li><p><span>In </span><strong>streaming services</strong><span>, track playback failure rates and time-to-first-frame latency.</span></p></li><li><p><span>For </span><strong>e-commerce platforms</strong><span>, monitor the percentage of successful purchases and page load times during peak events.</span></p></li></ul></li></ul><p>SLOs and SLIs work together to ensure that reliability targets are rooted in the most critical user workflows, not just what’s easiest to measure.</p><h4 class="header-anchor-post"><strong>3. Collaborate Across Teams: Shared Understanding of Reliability</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§3-collaborate-across-teams-shared-understanding-of-reliability" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/3-collaborate-across-teams-shared-understanding-of-reliability" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h4><p>Reliability isn’t just a technical concern—it’s a shared responsibility. Product, engineering, and business teams must align on what reliability means for users and the business.</p><p>For example:</p><ul><li><p><span>In a </span><strong>flight booking platform</strong><span>, product teams prioritize conversion rates during checkout, while engineering focuses on latency and error rates in payment APIs. Collaboration ensures both perspectives are covered.</span></p></li><li><p><span>In a </span><strong>SaaS product</strong><span>, product managers might prioritize API uptime for third-party integrations, while engineers ensure database query performance is robust.</span></p></li></ul><p>Collaboration fosters alignment, ensuring metrics and goals reflect user needs and business priorities across the organization.</p><h3 class="header-anchor-post"><strong>The Takeaway</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§the-takeaway" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/the-takeaway" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>Reliability is about more than keeping systems running - it’s about delivering seamless, delightful user experiences. Metrics like CPU or memory usage might keep machines happy, but they don’t guarantee customer satisfaction.</p><p><span>The next time you’re flooded with alerts, ask yourself: </span><strong>Does this metric reflect customer pain, or is it just noise?</strong><span> The answer could change how you approach reliability forever.</span></p><h3 class="header-anchor-post">Follow me on<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§follow-me-on" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/follow-me-on" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p><a href="https://www.linkedin.com/in/spirosoik/">LinkedIn</a></p><p><a href="https://twitter.com/spirosoik">Twitter/X</a></p><h3 class="header-anchor-post"><strong>Contact me!</strong><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§contact-me" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://thereliabilityengineering.substack.com/i/153905169/contact-me" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><ul><li><p><span>I advise startups, coach leaders and help in lots of ways. </span><a href="https://mentors.to/spirosoik">Contact me</a><span>.</span></p></li></ul><div class="subscription-widget-wrap"><div class="subscription-widget show-subscribe"><div class="preamble"><p>Thanks for reading Reliability Engineering! 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class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p></p><blockquote><p>\u201CHave you ever stared at a dashboard, drowning in hundreds of metrics, wondering which ones actually matter?\u201D</p></blockquote><p><strong>The Pina Colada Incident</strong></p><div class=\\\"subscription-widget-wrap-editor\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://thereliabilityengineering.substack.com/subscribe?&quot;,&quot;text&quot;:&quot;Subscribe&quot;,&quot;language&quot;:&quot;en&quot;}\\\" data-component-name=\\\"SubscribeWidgetToDOM\\\"><div class=\\\"subscription-widget show-subscribe\\\"><div class=\\\"preamble\\\"><p class=\\\"cta-caption\\\">Thanks for reading Reliability Engineering! Subscribe for free to receive new posts and support my work.</p></div><form class=\\\"subscription-widget-subscribe\\\"><input type=\\\"email\\\" class=\\\"email-input\\\" name=\\\"email\\\" placeholder=\\\"Type your email\u2026\\\" tabindex=\\\"-1\\\"><input type=\\\"submit\\\" class=\\\"button primary\\\" value=\\\"Subscribe\\\"><div class=\\\"fake-input-wrapper\\\"><div class=\\\"fake-input\\\"></div><div class=\\\"fake-button\\\"></div></div></form></div></div><p>A real story: the entire team was off at a company meetup, mingling across time zones, while I was home with a newborn, holding down the on-call EMEA fort. The shift started calm with no alerts. I even let myself believe I might actually get some rest.</p><p>But just as my shift ended and the next on-call engineer picked up, chaos struck.</p><p>The alerts were relentless:</p><ul><li><p><strong>High CPU utilization!</strong></p></li><li><p><strong>Memory exhaustion!</strong></p></li><li><p><strong>Database nearing saturation!</strong></p></li></ul><p>At first, it felt like a false alarm. There were no customer complaints, no tweets screaming, \u201CYour service is down!\u201D Just a barrage of resource-level metrics firing off like a rogue fireworks show.</p><p>Then came the kicker: most of our customers were in the US, and while things seemed fine during my shift, the real trouble started when they logged in hours later. Multi-tenant workspaces began to struggle, and complaints trickled in. The problem was real - but we\u2019d had no early clues about customer impact.</p><p>This wasn\u2019t just an observability failure - it was a misalignment of priorities. Our metrics told us about machine performance, but not about <strong>user experience.</strong> And when it comes to reliability, customer experience is the only metric that truly matters.</p><h3><strong>Why resource metrics alone don\u2019t help</strong></h3><p>Metrics like CPU utilization or memory consumption are tempting to monitor\u2014they\u2019re easy to measure and can feel reassuringly precise. But the truth is, they don\u2019t always reflect what users experience.</p><p>Think about it:</p><ul><li><p>High CPU utilization might mean your system is working efficiently under load.</p></li><li><p>Memory saturation could simply be an artifact of smart caching strategies.</p></li></ul><p>Neither of these necessarily spells disaster. But when users can\u2019t log in, complete transactions, or access key features, that\u2019s when the alarms should go off.</p><p>During the Pina Colada incident, we were flooded with warnings about CPU usage but had no way of knowing that users in the US were starting to experience real issues. This was a wake-up call: <strong>it\u2019s not enough to monitor what your machines are doing - you need to measure what your users are experiencing.</strong></p><h3><strong>Golden Signals: metrics that matter for customer experience</strong></h3><p>The solution lies in focusing on <strong>Golden Signals</strong> - latency, traffic, errors, and saturation\u2014metrics that reveal how well your service is delivering for users. Introduced in Google\u2019s SRE book, Golden Signals shift the focus from machine-centric to user-centric observability.</p><p>Here\u2019s how Golden Signals come into play:</p><ul><li><p><strong>Latency:</strong> In e-commerce, high latency during the checkout process can lead to abandoned carts and lost revenue. But minor delays in order history retrieval might be acceptable.</p></li><li><p><strong>Traffic:</strong> For a streaming service, traffic spikes during a new season release are critical to monitor to ensure smooth playback.</p></li><li><p><strong>Errors:</strong> Booking systems need to track payment processing errors closely, as they\u2019re directly tied to revenue and customer trust.</p></li><li><p><strong>Saturation:</strong> Gaming platforms must watch system saturation to avoid lag that disrupts player experience, even if backend batch jobs suffer temporarily.</p></li></ul><p>Golden Signals aren\u2019t just technical - they\u2019re business metrics. They reflect how well your service supports user interactions that matter most.</p><div><hr></div><h3><strong>Building a user-centric reliability strategy</strong></h3><p>The Pina Colada incident wasn\u2019t just a lesson in observability - it was a lesson in collaboration. SREs don\u2019t just keep systems running; they align teams around a shared understanding of what reliability means for the business and its users.</p><p>Here\u2019s how to build a user-centric reliability strategy:</p><h4><strong>1. Focus on What Matters: from alerts to Golden Signals</strong></h4><p>Start by separating signal from noise. Every alert should answer one critical question: <strong>Does this directly impact the customer experience?</strong> Prune unnecessary alerts that don\u2019t drive action or reflect user-facing issues.</p><p>For instance:</p><ul><li><p>An alert for <strong>high CPU on a reporting server</strong> might not warrant a response.</p></li><li><p>Conversely, latency in the checkout flow is critical, as it directly affects sales.</p></li></ul><p>Once alerts are cleaned up, prioritize <strong>Golden Signals</strong>\u2014latency, traffic, errors, and saturation. These metrics provide a focused lens on how users interact with your service. However, their weight depends on the business context:</p><ul><li><p>In <strong>e-commerce</strong>, latency and errors in the checkout process take precedence over search result performance.</p></li><li><p>In <strong>food delivery</strong>, traffic spikes during meal times should trigger capacity checks to avoid app slowdowns.</p></li></ul><p>Tailor your metrics to reflect the critical parts of the user journey that align with business priorities.</p><h4><strong>2. Align Metrics with Business and User Goals</strong></h4><p>Not all parts of your system need to be equally reliable\u2014just the parts that matter most to users and revenue. This is where <strong>Service Level Objectives (SLOs)</strong> and <strong>Service Level Indicators (SLIs)</strong> shine.</p><ul><li><p><strong>SLOs</strong> set clear targets for the most critical workflows:</p><ul><li><p>For an <strong>e-commerce platform</strong>, aim for 99.95% success rate in checkout transactions, while allowing relaxed targets for analytics reports.</p></li><li><p>For a <strong>ride-sharing app</strong>, prioritize reliability of ride booking over trip history.</p></li></ul></li><li><p><strong>SLIs</strong> measure specific aspects of user experience, guiding observability efforts:</p><ul><li><p>In <strong>streaming services</strong>, track playback failure rates and time-to-first-frame latency.</p></li><li><p>For <strong>e-commerce platforms</strong>, monitor the percentage of successful purchases and page load times during peak events.</p></li></ul></li></ul><p>SLOs and SLIs work together to ensure that reliability targets are rooted in the most critical user workflows, not just what\u2019s easiest to measure.</p><h4><strong>3. Collaborate Across Teams: Shared Understanding of Reliability</strong></h4><p>Reliability isn\u2019t just a technical concern\u2014it\u2019s a shared responsibility. Product, engineering, and business teams must align on what reliability means for users and the business.</p><p>For example:</p><ul><li><p>In a <strong>flight booking platform</strong>, product teams prioritize conversion rates during checkout, while engineering focuses on latency and error rates in payment APIs. Collaboration ensures both perspectives are covered.</p></li><li><p>In a <strong>SaaS product</strong>, product managers might prioritize API uptime for third-party integrations, while engineers ensure database query performance is robust.</p></li></ul><p>Collaboration fosters alignment, ensuring metrics and goals reflect user needs and business priorities across the organization.</p><h3><strong>The Takeaway</strong></h3><p>Reliability is about more than keeping systems running - it\u2019s about delivering seamless, delightful user experiences. Metrics like CPU or memory usage might keep machines happy, but they don\u2019t guarantee customer satisfaction.</p><p>The next time you\u2019re flooded with alerts, ask yourself: <strong>Does this metric reflect customer pain, or is it just noise?</strong> The answer could change how you approach reliability forever.</p><h3>Follow me on</h3><p><a href=\\\"https://www.linkedin.com/in/spirosoik/\\\">LinkedIn</a></p><p><a href=\\\"https://twitter.com/spirosoik\\\">Twitter/X</a></p><h3><strong>Contact me!</strong></h3><ul><li><p>I advise startups, coach leaders and help in lots of ways. <a href=\\\"https://mentors.to/spirosoik\\\">Contact me</a>.</p></li></ul><div class=\\\"subscription-widget-wrap-editor\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://thereliabilityengineering.substack.com/subscribe?&quot;,&quot;text&quot;:&quot;Subscribe&quot;,&quot;language&quot;:&quot;en&quot;}\\\" data-component-name=\\\"SubscribeWidgetToDOM\\\"><div class=\\\"subscription-widget show-subscribe\\\"><div class=\\\"preamble\\\"><p class=\\\"cta-caption\\\">Thanks for reading Reliability Engineering! 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