Writing up details and actions after an outage like this is a good practice for improving the perception of a service. The compliment to taking re-active action like this (e.g. informing users and make underlying tech improvements) is to try show uptime in a passive way that the users register. My old boss - before I had a startup - would often use the analogy of the London Underground, which for a long time was perceived as a poor service, until they introduced regular status updates on all lines in each station. This made people register all the times that the service was working for them (and many others, by showing the status of all lines), so that when there was a problem they saw it in context as a small proportion compared to 'uptime'. Not sure how you could apply that in this example, but it might resonate with more 'infrastructure' like services like web hosts.