Crash rate answers how often something fails. Impact answers who was interrupted, how far they were in a journey, and whether they came back. Those are different questions—and release owners need both.
When teams optimize only for rate, they may ship fixes that reduce volume on low-value surfaces while leaving checkout or onboarding fragile. Impact framing keeps severity tied to consequence.
Start by naming the journeys you refuse to leave unstable. Then score crash clusters against those journeys before you debate ticket priority.