Web Performance: Who Cares About Customer Experience? : Sean Power and Alistair Croll
by MeasureWorks on Nov 16, 2009
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This was presented on the MeasureWorks event in Baarn on 12 November 2009 by Sean Power and Alistair Croll. More Event Info:
This was presented on the MeasureWorks event in Baarn on 12 November 2009 by Sean Power and Alistair Croll. More Event Info:
www.measureworks-event.nl and www.measureworks.nl
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Lynne d Johnson
your website is trying really, really hard to hide things from you . . and they’re not necessarily small things either.
you’ve carefully crafted the questions
you hired outside help to make sure they’re worded properly
you had them sent to a professional copy editor to get the final tone just right
it went through legal
you segmented your campaign according to the demographic whose voice you need to understand the most
and as you sit precariously over the big red send button you can’t help but feel that you’ve covered all your bases.
Satisfied, you press the button and out it goes into the world.
We don’t have insight into their numbers, so we can’t tell for sure what the particular conversion rate for this survey was, but we suspect that the pickup wasn’t as good as anticipated.
Their web analytics and VOC don’t have the necessary functions built in to determine that their SSL cert was mismatched, cause safari and other browsers to come up with a nasty message saying “we can’t verify the identity of paypal-surveys.com”.
After all, think about it; if it’s coming from paypal and the identity can’t be verified, would you go on the site and fill anything out?
The company jumped the gun on this one. Thanks to a friend in the web operations department, he was able to show that the network was at fault. Even though the company load tested diligently, they only did from their internal network. It turns out the problems were related to the last mile - something that was hidden until the company implemented synthetic monitoring.
Even though overall sentiment was a little more negative than usual during the campaigns, the conversion rates skyrocketed once better transit was installed.
Think about it - your site isn’t just vulnerable to whatever goofy code your development team throws at the Internet, it’s also vulnerable to your very own web analytics tracking codes!
This would take hours of troubleshooting to reveal without synthetic monitoring - or one simply alert would be triggered with the proper tools in place.
I don’t mean to pick on SiteMeter btw, I’m sure they have a great service - but these types of errors can kill substantial amounts of revenue until you catch it.
This is Zona’s formula for patience, the basis for the “eight second rule.” Unfortunately, things like tenacity, importance, and natural patience aren’t concrete enough for the no-nonsense folks that run web applications.
This is Zona’s formula for patience, the basis for the “eight second rule.” Unfortunately, things like tenacity, importance, and natural patience aren’t concrete enough for the no-nonsense folks that run web applications.
Sites that deliver a consistently poor end user experience are less likely to attract a loyal following. Poor site performance may also affect perception of your company’s brand or reputation.
You may be liable for damages if you can’t handle transactions promptly, particularly if you’re in a heavily regulated industry such as finance or healthcare.
Poor performance may cost you money. If you have a formal contract with users, you may be liable for refunds or service credits. Slow or unavailable sites also encourage customers to find other channels, such as phone support or retail outlets, that cost your organization far more than handling requests via the Web. Once visitors try those channels, they may stick with them, costing you even more money.
(there are smarter people than us on this topic but we’ll try.)
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
These packets are called IP, or Internet Protocol, packets.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
Think about the postal service. You don’t need to know how it works to send mail. There’s a separation of concerns there. As long as you follow some rules -- addressing, putting it in the mailbox by 5PM -- everything works fine.
TCP creates an end-to-end connection between your browser and a server.
TCP creates an end-to-end connection between your browser and a server.
TCP creates an end-to-end connection between your browser and a server.
TCP creates an end-to-end connection between your browser and a server.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
On top of TCP, there’s a similar set of rules for encrypting data (if needed) and finally a set of rules for requesting web objects, known as HTTP.
In this case, there’s a correlation between the AVG page load time across visit and the propensity that a user will post a comment