Incident Management
Practical
By Samson Tanimawo, PhD
Published Mar 26, 2026
4 min read
Customer Impact Quantification
Most postmortems undercount customer impact. The quantification that produces honest numbers.
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Count affected
Unique users who hit the failure. Not requests; users.
User count > request count for severity calibration.
Per-user duration
How long did each affected user experience the issue?
Average and median.
Revenue impact
Lost transactions × average value.
Customer churn correlation if available.