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Best of the Web- Compuware Web and Mobile Performance Awards

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The Compuware third annual Best of the Web offers insight into the top performing Web and mobile sites for 2011 across seven industries. These leaders understand that excellent Web performance improves business results and overall customer satisfaction.
Join Eric Schurr, Senior Vice President of Marketing and Jonathan Ranger, Director of the Gomez Benchmarks from Compuware for a discussion on the third annual Best of Web to hear:
• How we've expanded our award coverage to recognize the leaders in providing end-user experience from the Gomez Last Mile, added new vertical markets and increased the number of mobile performance awards
• An announcement of the award winners
• Insight into the leaders' best practices for optimizing Web and mobile site performance

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Best of the Web- Compuware Web and Mobile Performance Awards

  1. 1. AGENDA • Why Performance Matters• Why Application Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
  2. 2. What is the Best of the Web?• Annual study of web and mobile performance• Goals of the study – Recognize the fastest, most available and most reliable sites – Identify web performance best practices
  3. 3. Application Performance Matters: PoorPerformance Impacts Business Results
  4. 4. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
  5. 5. This Year’s Report • Winners in seven industries – Automotive, Financial Services, Healthcare, Insurance, Media, Retail, Travel • Gold, Silver, Bronze for business process transaction • Mobile Leader across four carriers and top devices • One Web – Home page on the Gomez Last Mile + mobile site home page + business transaction • New award: Last Mile Leader
  6. 6. Last Mile Monitoring Provides Insight into Real-User Experience Top Retailer Response Time • Last Mile: 8 sec • Internet Backbone: 2 secBackbone Last Mile• Clean room • End user desktops environment • Measured using local• Measured using global ISP and end user Internet Backbone location
  7. 7. Measurement Approach Backbone Last Mile Mobile Web Performance Web Performance Mobile Performance Monitoring Management Management and • 30 locations 150+ locations Load Testing 150,000+ locations • 5,000+ supported device profiles
  8. 8. There is Really only “One Web” + +Home Page Performance Mobile Site Business Process Transaction From the Last Mile Home Page Performance • Product Search • Review product info • Add to cart
  9. 9. Methodology• Firefox measurements were utilized exclusively for all Backbone and Last Mile reporting• Participants included must have had a minimum of 75% of expected test volume for the reporting period to be qualified to be included the report• Backbone tests utilized the 12 geographically dispersed public benchmark nodes in the US• Mobile tests utilized the 3 geographically dispersed public benchmark nodes in the US• Last Mile tests requested 20 peer evaluations per hour per participant [US peers only]• Final rankings were determined by ranking participant response time, availability and consistency against all qualified participants, adding up the ranking results for each category and then re-ranking the added up results in ascending order.
  10. 10. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
  11. 11. Seven Industries Automotive Media Financial Services Retail Healthcare Travel Insurance
  12. 12. AUTOMOTIVELast Mile Leader: BMW Mobile Leader: Acura
  13. 13. RETAIL BANKINGOne Web Winners (tie): BB&T U.S. Bank Home Page Performance From the Last Mile + Mobile Site Home Page Performance + Business Process Transaction
  14. 14. RETAIL BANKINGCheck Account Details Transaction Gold: Wells Fargo Silver: BB&T Bronze: Regions Bank
  15. 15. RETAIL BANKINGLast Mile Leader: Wells Fargo Mobile Leaders (tie): JPMorgan Chase KeyBank
  16. 16. BROKERAGEGenerate Order Transaction Gold: Fidelity Silver: Charles Schwab Bronze: TD Ameritrade
  17. 17. HEALTHCARE Health Information Health InsuranceLast Mile Leader: Mayo Clinic Last Mile Leader: Universal American
  18. 18. INSURANCE: AUTO & PROPERTYLast Mile Leader: Geico Mobile Leader: Progressive
  19. 19. MEDIA NEWSNews Article Search TransactionGold: MSNBC Silver: NPR Bronze: Dallas News
  20. 20. MEDIA NEWSLast Mile Leader: Mobile Leader: U.S.Associated Press News & World Report
  21. 21. MEDIA SPORTSLast Mile Leader: Rivals.com Mobile Leader: WWE
  22. 22. RETAILOne Web Winner: Dell Home Page Performance From the Last Mile + Mobile Site Home Page Performance + Business Process Transaction
  23. 23. RETAILProduct Order Transaction Gold: Overstock Silver: Gap Bronze: CDW
  24. 24. RETAILLast Mile Leader: Dell Mobile Leader: QVC
  25. 25. TRAVEL - AirlinesFlight Search Transaction Silver (tie):Gold: AirTran Airways Allegiant Air Silver (tie): JetBlue
  26. 26. TRAVEL - Airlines Last Mile Leader: LAN
  27. 27. TRAVEL - HotelsHotel Room Search TransactionGold: Best Western Silver: Marriott Bronze: Choice Hotels
  28. 28. TRAVEL - Hotels Last Mile Leader: Best Western
  29. 29. TRAVEL - AgentsFlight Search Transaction Gold: CheapOair Silver: Cheap Bronze: Priceline Caribbean
  30. 30. TRAVEL - AgentsHotel Search TransactionGold: TripRes.com Silver: HotelGuides.com Bronze: VRBO
  31. 31. TRAVELLast Mile Leader: HotelGuides.com Mobile Leader: JetBlue Online Agents: (Airlines & Hotels) Travel Aggregated (Airlines, Hotels, Online Agents)
  32. 32. Congratulations Multi-Year Winners!Only Three-time Gold Award Winner Only Three-time Mobile Award Winner Three-time Flight Search Transaction Award Winner Three-time Hotel Search Transaction Award Winner
  33. 33. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
  34. 34. Winner’s Best Practices Retail Gold WinnerWeb Performance Best Practices:• Website performance is a strategic priority in the organization• Uphold high standards and maintaining performance by measuring against ourselves and our competitors• Deliver robust content to our customers without impacting the performance of web pages through superior innovation and performance-focused changes “Website performance is important to maintaining the value of the Overstock.com brand. We regularly watch our rankings in the Compuware Gomez survey and take those results very serious. We are proud of this accomplishment.” - Jonathan Johnson, Overstock.com President
  35. 35. Winner’s Best Practices Brokerage Gold WinnerWeb Performance Best Practices:• Continuously measure site performance and benchmark against the industry• Shared metrics and goals from the start; balancing three clear guidelines: reliability, speed and functionality• Real-time view into performance of revenue generating transactions• Ensure that the most important web pages and transactions perform optimally“Closely monitoring web performance ensures we can proactively tune application performance and maximize availability for all our customers and geographies.” - Richard Blunck, executive vice president, digital distribution at Fidelity
  36. 36. Winner’s Best Practices Travel Mobile Winner Web Performance Best Practices: • Share common experience management technologies, metrics and best practices across its mobile and Web initiatives • Established a baseline for historical analysis and benchmark against the competition • Test and monitor mobile services at a frequency that ensures immediate resolution of issues • Ensure content is optimized to perform well on mobile devices with diverse capabilities “We understand the importance of delivering real-time information to our customers on the go,whether it’s booking flights, checking flight status… we’re focused on leveraging new and existing technologies to meet the demands of today and tomorrow.” - Jonathan Stephen, Senior Producer Mobile Products, JetBlue Airways
  37. 37. Winner’s Best Practices Travel Hotel Search and Last Mile Winner Web Performance Best Practices: • Continuously measure site performance and benchmark against the competition • Share metrics and goals across business including IT, sales and marketing • A single strategy team that functions at the intersection of marketing and technology with a focus on overall performance • Ensure web pages and transactions perform optimally, with rapid identification and notification of problems impacting customers • Measure customer experience in key segments, across browsers, devices and regions“We consider website performance to be an extension of customer care. In all such areas, whetheronline or on property, our goal is to lead the industry in providing a superior experience. To us, that means having a culture and processes that prevent problems before they arise. “ - Scott Gibson, CIO and SVP of Distribution & Strategic Services, Best Western
  38. 38. Winner’s Best PracticesSummary• Performance excellence is a pervasive strategy applied consistently across the entire organization• Balance speed with customer expectations – efficiency is delivering the right content as rapidly as possible• Continually share results – everyone has a role in optimization• Focus on maximizing performance impact to meet and exceed core strategic goals – revenue, brand loyalty, brand satisfaction• Recognize end user connect via diverse devices, PCs, tablets, smart phones, and expect the same performance regardless of device• Business and IT must collaborate using a common set of metrics to reach common goals• Analyze, analyze, analyze – the Internet evolves and your competitors optimize every day – if you are not assessing your competitive position constantly you are not competitive• Re-assess; evaluate the impact of your optimization efforts on your competitive positioning before and after the optimization effort
  39. 39. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
  40. 40. How Fast is Fast Enough?
  41. 41. Benchmark the leaders to ensure customerexpectations are being met Before some recent hardware upgrades, it downloaded in 7 seconds on average. Is that ok? Your homepage currently downloads in 5 seconds on average. Is that ok? Your competitors’ homepages all download in 3 seconds on average. Now, is that ok? 0 2 4 6 8 Context provides a basis for decision-making and prioritization. Homepage Response Time in Seconds
  42. 42. Traditional Application Performance Management Traditional Approach …user is happy DB Network Server The Application Delivery Chain Customers Data Center Browsers Local DB App Web ISPMainframe Server Server Server Major ISP Storage Network Employees Employees
  43. 43. The Reality: End Users Are Often Unhappy Traditional Approach Slow response time …user is NOT happy DB Network Server The Application Delivery Chain Geographic disparities Customers Transactions fail 4 sec’s Data Center 22 sec’s Browsers Local DB App Web ISPMainframe Server Server Server Major ISP Faulty display or operation Storage Network Employees Employees
  44. 44. The Application Delivery Chain The Application Delivery Chain Cloud Customers Private Public Browsers Local Data Center ISP 3rd Party/ Virtual/Physical Environment Cloud Services DB App Web LoadMainframe Servers Servers Servers Balancers Major ISP Storage Network Content Delivery Networks Web Mobile WAN Services Components Optimization Mobile Carrier Devices Employees Employees
  45. 45. The Application Performance Challenge: Problems Everywhere Along the Delivery Chain The Application Delivery Chain • Resource contention • Capacity issues Cloud • Slow bursting Customers Private Public Browsers Local Data Center • Inconsistent geo performance ISP • Bad performance under load Third-party/ Virtual/Physical Environment • Blocking content delivery Cloud Services • Poorly performing DB App Web Load • Network JavaScriptMainframe Servers Servers Servers Balancers Major peering • Browser/ ISP problems device • Poorly performing • Network incompatibility Java or .NET problems • Bandwidth methods throttling • Pages too big • Bandwidth • Network • Slow • Inconsistent • Low cache Storage SQL or Web services contention • Improper load peering connectivity hit rate transactions Network problems Content balancing • Outages • Server performance Delivery Networks Web Mobile WAN Services Components Optimization Mobile • Configuration issues • Oversubscribed POP Carrier • Poor routing optimization Devices Employees Employees • Low cache hit rate • Network resource shortage • Faulty content transcoding • SMS routing / latency issues
  46. 46. Adopt a Customer/User Point of View Test/monitor your app the way your users access it: • What they doThe Application Delivery Chain (key transactions) • Where they do it (geographic locations) • How they do it (browsers and mobile devices) Prioritize and resolve issues Cloud Customers Private Public • Measure the business impact (users) Browsers Local Data Center • Isolate root causes ISP 3rd Party/ Virtual/Physical Environment Cloud Services DB App Web LoadMainframe Servers Servers Servers Balancers Major ISP Customer/user point of view Storage Network Content Delivery Networks Web Mobile WAN Services Components Optimization Mobile Carrier Devices Employees Employees
  47. 47. Unify Your Application Performance Lifecycle Business Development “Competitive advantage!” “Agility!” Common metrics Common tools, • Common view of how data, diagnostics performance affects Application • All transactions all the business time • Common basis for Performance • No need to reproduce prioritization, planning issues • Common view of performance • Saves time, money Operations QA “Stability!” “Quality!”
  48. 48. Q&A Send questions via ‘chat’ Best of the Web Awards Report available today athttp://www.compuware.com/application-performance-management/best-of-the- web-2011.htmlDistributed to all webinar registrants Look out for 2011 Trends Report available later this quarter

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