Measuring Recovery After a Failed Step
Completion rates alone hide whether people recover gracefully or give up after the first fail.
A failed step is not the end of the story. What matters next is whether people recover in-session, return later, or contact support. Measuring only terminal completion flattens those paths into a single number.
Define recovery windows tied to the service: same session, same day, or within a booking hold period. Report recovery rates beside failure rates so owners see the full cost of a brittle moment.
When recovery is strong, prioritize clarity improvements. When recovery is weak, prioritize reliability and support handoffs. The same failure rate can demand very different work.