Are Your SLOs Missing The Point? Why Experience Level Objectives Matter [Forbes]
Starbucks Corporation (SBUX)
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Source: Forbes
Many companies boast of meeting their internal service level objectives (SLOs), yet their customers are still dissatisfied. It's a curious disconnect—one that becomes glaring when benchmark reports show poor web performance across industries like banking, hospitality and retail. How can businesses claim success if their websites are slow or unreliable? The answer lies in what those SLOs are actually measuring. The Illusion Of Success: Internal Metrics Vs. Customer Experience Too often, SLOs focus on internal technical metrics such as server uptime that don't necessarily translate to an external good customer experience. Internal teams may think everything is fine because their monitoring data says so, but customers are telling or screaming a different story. We've all been there: A customer service rep assures you the system is working perfectly while you stare at a spinning loading icon. It's almost like the IT teams are living in a “Matrix” of green dashboards and reassur
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