Customer Awareness

PRISM includes a customer awareness model to track how well customers are informed about and responding to issues.

Awareness States

PRISM defines four mutually exclusive awareness states:

State	Constant	Weight	Description
Unaware	unaware	0.0	Customer doesn't know about the issue
Aware (not acting)	aware_not_remediating	0.25	Customer knows but isn't taking action
Remediating	aware_remediating	0.5	Customer is actively working on remediation
Remediated	aware_remediated	1.0	Customer has resolved the issue

Why Track Awareness?

Customer awareness is crucial for B2B SaaS health because:

1. Proactive Communication - Shows you're communicating issues to customers
2. Risk Management - Unaware customers can't protect themselves
3. Trust Building - Transparency builds customer trust
4. Compliance - Many regulations require customer notification
5. Support Planning - Helps predict support ticket volume

Awareness Score Calculation

The awareness score uses mutually exclusive state weights:

AwarenessScore = (unaware × 0.0) + (aware_not_acting × 0.25) +
                 (remediating × 0.5) + (remediated × 1.0)

Where each rate is a percentage (0.0-1.0) and all rates sum to 1.0.

Example Calculation

State	Customers	Percentage
Unaware	100	10%
Aware (not acting)	200	20%
Remediating	300	30%
Remediated	400	40%
Total	1000	100%

AwarenessScore = (0.10 × 0.0) + (0.20 × 0.25) + (0.30 × 0.5) + (0.40 × 1.0)
               = 0 + 0.05 + 0.15 + 0.40
               = 0.60

Impact on PRISM Score

The awareness score acts as a multiplier on the base score:

OverallScore = BaseScore × AwarenessScore

This means:

• Perfect awareness (all remediated): Score unchanged
• Poor awareness (all unaware): Score reduced to 0
• Mixed awareness: Score proportionally reduced

Example Impact

Base Score	Awareness	Overall
0.80	1.0	0.80
0.80	0.60	0.48
0.80	0.25	0.20

Data Structure

CustomerAwarenessConfig

Enable awareness tracking for a metric:

{
  "id": "ops-service-outage",
  "name": "Service Outage Notification",
  "customerAwareness": {
    "enabled": true,
    "states": ["unaware", "aware_not_remediating", "aware_remediating", "aware_remediated"]
  }
}

CustomerAwarenessData

Track the distribution across states:

{
  "period": "2024-01",
  "distribution": [
    {"state": "unaware", "count": 100, "percent": 0.10},
    {"state": "aware_not_remediating", "count": 200, "percent": 0.20},
    {"state": "aware_remediating", "count": 300, "percent": 0.30},
    {"state": "aware_remediated", "count": 400, "percent": 0.40}
  ]
}

Using Awareness in Go

// Create awareness data
awareness := &prism.CustomerAwarenessData{
    Period: "2024-01",
    Distribution: []prism.AwarenessDistribution{
        {State: prism.AwarenessUnaware, Count: 100, Percent: 0.10},
        {State: prism.AwarenessAwareNotActing, Count: 200, Percent: 0.20},
        {State: prism.AwarenessAwareRemediating, Count: 300, Percent: 0.30},
        {State: prism.AwarenessAwareRemediated, Count: 400, Percent: 0.40},
    },
}

// Calculate scores
fmt.Printf("Unaware Rate: %.1f%%\n", awareness.UnawareRate()*100)
fmt.Printf("Awareness Score: %.2f\n", awareness.AwarenessScore())

// Use in PRISM score calculation
score := doc.CalculatePRISMScore(nil, awareness)
fmt.Printf("Overall: %.1f%% (with awareness)\n", score.Overall*100)

Key Metrics

Unaware Rate

Percentage of customers who don't know about the issue:

rate := awareness.UnawareRate()

Proactive Detection Rate

Percentage of customers who were proactively notified:

rate := awareness.ProactiveDetectionRate() // 1 - unaware rate

Proactive Resolution Rate

Percentage of customers who have remediated:

rate := awareness.ProactiveResolutionRate()

Best Practices

1. Track All States - Don't just track "aware" vs "unaware"
2. Update Regularly - Awareness changes over time
3. Set Targets - Aim for high remediation rates
4. Automate Collection - Integrate with CRM/support systems
5. Segment by Severity - Track awareness by issue severity

State Transitions

Unaware → Aware (not acting) → Remediating → Remediated
  │                │                │
  └────────────────┴────────────────┴── (Customer may skip states)

Customers can skip states (e.g., go directly from Unaware to Remediating), but should never move backwards.