Teams with the happiest customers fix production bugs in 1-8 hours

Teams with the happiest customer fix production bug in 1-8 hour Chou Yang May 8, 2019 Chou is a solutions engineer gone product marketer who loves to connect with everyone 's

June 16, 2026 · 5 min read · Testing Guide

Teams with the happiest customer fix production bug in 1-8 hour

Chou Yang
May 8, 2019
Chou is a solutions engineer gone product marketer who loves to connect with everyone 's inner youngster to understand their purest wants and needs, always leaving a glint of glister in her wake. Like a fairy godmother.

Which DevOps drill are worth adopting?

We recently ran a sight & nbsp; against the & nbsp;software testing community to understand & nbsp; the adoption of modern development practices and & nbsp; its impact on try.

One of the thing we & nbsp; wanted to take away from this sketch was be able to place effective DevOps & nbsp; practices from harmful ones. & nbsp; We based the success touchstone on squad satisfaction and customer happiness. & nbsp;

This post includes just snippets from the total report we make. Head over to & nbsp;https: //www.mabl.com/devtestops-survey-results& nbsp; for more findings like this.

The Respondents

First, how did we identify DevOps teams from Traditional squad? We had a few questions tailored towards identifying the respondent, where each response was weighted more heavily if it trended towards an agile and DevOps culture. Scores were tallied up and assigned to each respondent, and the respondent ’ s category was last identified based on their concluding score.

Traditional respondents were identified as feature siloed testing roles, little to no mechanization, and long release round. Transitioning respondents hadsomemechanisation and a higher liberation frequency. Mod respondent had many processes automated, short release round, and testing tasks be done by many different roles in the organization.

CI/CD Adoption

Let 's look at the & nbsp; release pipeline. The top reasons to adopt a continuous integration and delivery pipeline is to deliver new characteristic to users faster, have a stable operating environment, and fast resolution time for production problems. CI/CD is nucleus to the conception of DevOps, as it involves both the dev and ops (and test) squad to hold on how to apply the pipelines that tie development and production environments together.

 

And with CI/CD you typically ship more frequently. Faster release round are & nbsp; core to both DevOps and Agile; & nbsp;The more frequently you embark, the shorter the feedback cringle is between ontogenesis and customers, and the more feedback you get. & nbsp;

The nigh popular deployment frequency ended up being monthly and weekly, with & nbsp;58 % of entire respondents shipping every month or less.

When correlate with customer felicity, the majority of team (40 %) that reported a unspeakable customer felicity level (categorized by “ Our customers only stay because they have nowhere else to go “) account to have ayearlydeployment frequency. On the other manus, respondents who had puzzle customer felicity (categorized by “ Our customers love our product and all open issues are nice-to-haves “) shipped on amonthlybasis. We can reason that embark infrequently negatively impacts client happiness, as we might & nbsp; have already expected.

Conclusion: & nbsp; How often should you send? Monthly or & nbsp; more & nbsp; much! ✅

Average Time to Repair

Your average MTTR (mean clip to repair) is n't just a KPI.& nbsp; The average clip require to & nbsp; fix a bug means the average amount of time you 're leave a bad belief on your customers. & nbsp; Fixing & nbsp; bugs fast can help doctor your reputation, but it depends on if you have the release pipeline to support ship a fix fast.

Most respondents fixed major bugs within 8 hour, or between 24-48 hours. & nbsp;

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When comparing customer happiness levels to MTTR, those with awful client happiness levels restore critical glitchwithin 1-8 hourof being discovered in production, and those with terrible customer happiness levels fixed critical bugs aftermore than 48 hours.

Conclusion: How quickly should you aim to fix production bugs? & nbsp; Within 1-8 hours. & nbsp; ✅

Test automation vs. manual examination

The chart below includes & nbsp; only respondents who conduct 75 % or more their testseithermanually or via automation. The ratio of automation to manual testing in traditional and modern teams almost mirror one early.Traditional team do 2x more manual testing than modern teams,and frailty versa.

But is automating & nbsp; all of your examination the right thing to do? Something we 've observe inour final blogis that DevOps team lean to be more distressed than traditional or transitioning teams. & nbsp;

We ask that the more oftentimes teams ship, the less stress they would experience - If releases are incremental, there should be less surprises in production, hence, less stress. & nbsp; But the data tells a different story:

So & nbsp; the increment of automation doesn ’ t get without a price. Though we & nbsp; did n't dig into it this twelvemonth, we hypothesize that the heavy maintenance essence that may arrive from automated tests may add to the stress. The heavy maintenance on top of the shorter freeing round can easily destroy any team 's morale. & nbsp;

Ahem, * shameless quid warning * Did you cognise mabl helps cut the UI test mechanization burden by auto-healing your tests when your app under test changes? mabl besides comes with its own examination cloud, so you can unlade the operational effect too. You can try it costless atmabl.com.

Does high stress stage pay off from a business standpoint? & nbsp; When looking at & nbsp; customer happiness levels across traditional and modern teams, the results look relatively categoric across all squad: & nbsp;

So what seems to be more & nbsp; efficacious & nbsp; than simply automating everything is have a prove strategy thatproportionality mechanization and manual testing.

Conclusion: & nbsp; How & nbsp; much of your tests should you automatise? You should n't aim to automatise everything. Your testing strategy should be thoughtful about what is & nbsp; automated, and what would be best & nbsp; tested with human eyes. Automate the `` irksome stuff '' so manual testers can explore more. & nbsp; ✅

Conclusion 

DevOps practices that & nbsp; paid off & nbsp; were & nbsp; shipping & nbsp; monthly or more & nbsp; and lour your average MTTR. But it started to betray when it arrive to testing in DevOps.

DevOps can give you a competitive edge, but happy customer and happy teams & nbsp; do n't seem to & nbsp; come about by precisely automating “ all thethingstests ”. It ’ s about building a solidtesting strategy behind it so you know what to automatize, and what you nevertheless take to test manually.

Testing also can ’ t be see as a stop gate, but more of a checkpoint in a never-ending race. You demand to build a quality strategy for production. That 's & nbsp; where character counts the most. & nbsp;

Read the full study at & nbsp;https: //www.mabl.com/devtestops-survey-resultsfor even more determination & nbsp; that will help & nbsp; your team & nbsp; in your & nbsp; displacement to DevOps.

 

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