Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle)

<Insert Picture Here> Web Performance: Who Cares About Customer Experience? Event at November 12th, 2009. Learning from others: What the market says about performance

Introduction Oracle Highly Confidential

Oracle Enterprise Manager Complete, Best of Breed Management for Oracle •  Complete, Open, Integrated Management for Oracle Technologies –  Deep, Optimized, Best of Breed –  Database, Middleware, Packaged Applications, Physical and Virtual Infrastructure •  Business Centric, Top Down Application Management •  Complete Lifecycle Management •  Scalable Grid and Cloud Management –  Manage many as one

Real Life Dutch Examples Oracle Highly Confidential

Finance examples

Travel examples

Telco examples

Results :

The end user in perspective

Survey Results Oracle Highly Confidential

Improving conversions: Two forgotten treasures Well known: Forgotten treasures: •  Testing •  Testing •  A/B testing •  Load Testing •  Multivariate testing •  Measurements: •  Measurements: •  Web Analytics •  Real User Monitoring

2009 OAUG Researchline Survey on Enterprise Application Management •  Published in July 2009 •  526 Respondents •  Broad Range of Organizations –  12% with more than 10,000 end users –  30% with 1,000 to 10,000 end users –  58% with 1,000 or fewer end users •  Cross Industry Representations Get your own copy of this report at: http://www.oracle.com/goto/em_survey

Respondents Primary Industries Government/ Education / Non Profit 21% Manufacturing 14% High-Tech 12% Utility/ Telecommunications/ Transportations 12% Financial Services/ Insurance 11% Services / Consulting 8% Retail 5% Life Sciences (including Pharmaceuticals) 3% Other 13% Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Web Application Glitches. So what? The respondents gave their reactions as consumers to: Typical Reactions to Web Application Glitches Impact of Negative Website Experiences on Future Abandon the site I will try 1 more time 42% 57% and try again later I will try 2–3 more times 32% Abandon the site and try competitive 26% site I will no longer do online business with 11% that vendor Keep trying in the I will no longer do online and offline 15% 4% same session business with vendor No impact 7% Other 2% Other 3% 26 % immediate Revenue Loss ! 15% Revenue Loss in the future ! Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Types of Problems End-Users Encounter (Among Knowledgeable Respondents) Slow response times 85% Received error messages 60% Application was down or unavailable 52% Application was difficult to navigate 24% Were unable to proceed to new page 23% Were kicked off page 28% Data was lost 14% Other 6% Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Percentage of (Web) Applications Deployed With Adequate Load Testing (Among Knowledgeable Respondents) None 23% 1 - 5% 10% 6 - 10% 7% 11 - 15% 6% 65% 16 - 20% 5% 21 - 25% 5% 26 - 50% 10% 50% 51 - 75% 12% 35% 76 - 100% 23% Majority is not properly load tested! Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Could those issues have been prevented during the development and/or test phase? (Among Knowledgeable Respondents) No 30% Yes 70% Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

How Companies Are Alerted to (Web) Application problems - By E-Commerce Business Size (Among Knowledgeable Respondents) Calls from 71% customers/ end- 72% users 80% 25% System 50% Management alers 50% 17% Service Level 24% Management alers 36% 16% Calls from Senior 22% Management 32% 10% Other 4% 5% Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Average number of hours required to reproduce a Web-related problem? (Among Knowledgeable Respondents) Less than two hours 55% 2-4 hours 28% 5-8 hours 11% 1-2 days 5% 3-7 days 1% More than week 0,4% Average number of hours to reproduce problem: 3,37 hours Totals may not equal 100% due to rounding Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Annual number of issues with (Web) Applications (Among Knowledgeable Respondents) Fewer than 1,000 85% 1,001 - 5,000 9% 5,001 - 10,000 2% 10,001 - 25,000 1% 25,001 - 50,000 2% 50,001 - 100,000 1% More than 100,000 2% Average annual number of problems: 4,573 ! That’s 15,411 hours per year reproducing problems! At $70 per hour, that would be over $1 million per year! Totals may not equal 100% due to rounding Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Percentage of Web Applications With Adequate User-Experience Monitoring Information (Among Knowledgeable Respondents) None 20% 1 - 5% 5% 6 - 10% 5% 11 - 15% 1% 54% 16 - 20% 7% 21 - 25% 7% 26 - 50% 10% 50% 51 - 75% 17% 46% 76 - 100% 29% Majority has no proper User-Experience Monitoring! Totals may not equal 100% due to rounding Source: Performance Under Pressure: 2009 OAUG ResearchLine Survey

Other Research Oracle Highly Confidential

Average online shopper expectation: 2 second threshold loading time •  2006 showed customer expectations at four seconds or less Source: www.akamai.com/2seconds

Impact of additional delay on business metrics (only included results >50ms delay) 0,50% 0,00% -0,50% -1,00% -1,50% -2,00% -2,50% -3,00% -3,50% -4,00% •  Strong negative impacts -4,50% •  Roughly linear changes with increasing delay -5,00% 200ms 500ms 1000ms 2000ms Queries/visitor Query reﬁnement Revenue/visitor Any clicks Satisfaction Linear(Revenue/visitor)

Impact of additional delay on Time to Click (only included results >50ms delay) Time to Click 3.500 3.000 2.500 2.000 1.500 1.000 500 0 200ms 500ms 1000ms 2000ms Delay added •  Time to Click changed by roughly double the delay

Impact of page load time on average daily searches per user

Conclusions & Next Steps Oracle Highly Confidential

Performance and availability matters! •  Up to 26% direct revenue loss and 15% future revenue loss <Insert Picture Here> •  However: •  Majority of applications isn’t Load Tested •  But 70% does think that problems could be prevented in develop and test phase •  Companies find out about problems…..from end customers not from their monitoring solutions •  They take 3,37 hours to reproduce a problem •  With over 4,5 thousand problems per year, that amounts >$1M •  Average of online shoppers expect pages to load within 2 seconds •  Delays under half a second impact business metrics •  2 seconds delay equals >4% negative impact

Possible Next Steps? Manage User Experience •  Oracle Real User Experience Insight •  Monitors your real users 24*7,Business metrics, Be alerted before your end-users start calling, Replay performance problems •  MeasureWorks: Workshop/ROI Business Value Session •  MeasureWorks: Proof of Concept http://www.oracle.com/enterprise_manager/user-experience-management.html Effective Testing and Quality Management •  Oracle Application Testing Suite •  Create realistic load test scenarios that simulate end-user behavior, including content validation under load •  Demo or 30 day trial license http://www.oracle.com/enterprise_manager/application-quality-solutions.html

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Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle)

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Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle) — Presentation Transcript