This result doesn't seem contradictory in the least.

* All services have outages. Customers know this, even if they express otherwise.

* Prior to an outage with a new service, responsiveness to outages is an unknown to customers. Uncertainty is a common source of anxiety, resulting in dissatisfaction.

* After a provider has responded positively to an outage, the uncertainty is alleviated, leaving the consumer with a greater sense of confidence. Remember, the consumer knows that regardless of provider, they run the risk of experiencing an outage, so this confidence becomes an anchor.

The tipping point is when frequent outages outweight the benefit of certainty. There comes a point at which your customer deems you to be incompetent, despite the hustle you exhibit in the face of a failure.