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<Insert Picture Here>

                                    Web Performance:
                          Who Cares About Cust...
Introduction




  Oracle Highly Confidential
Oracle Enterprise Manager
     Complete, Best of Breed Management for Oracle


•  Complete, Open, Integrated Management fo...
Real Life Dutch Examples




        Oracle Highly Confidential
Finance examples
Finance examples
Finance examples
Finance examples
Finance examples
Finance examples
Finance examples
Finance examples
Travel examples
Travel examples
Travel examples
Travel examples
Telco examples
Telco examples
Telco examples
Results :
The end user in perspective
Survey Results




   Oracle Highly Confidential
Improving conversions: Two forgotten treasures


Well known:                    Forgotten treasures:

•  Testing          ...
2009 OAUG Researchline Survey on
            Enterprise Application Management

           •  Published in July 2009

    ...
Respondents Primary Industries



        Government/ Education / Non Profit                                              ...
Web Application Glitches. So what?
             The respondents gave their reactions as consumers to:

Typical Reactions t...
Types of Problems End-Users Encounter
(Among Knowledgeable Respondents)




               Slow response times            ...
Percentage of (Web) Applications Deployed With Adequate
      Load Testing
      (Among Knowledgeable Respondents)



    ...
Could those issues have been prevented during the
development and/or test phase?
(Among Knowledgeable Respondents)




   ...
How Companies Are Alerted to (Web) Application problems -
By E-Commerce Business Size
(Among Knowledgeable Respondents)


...
Average number of hours required to reproduce a Web-related
            problem?
            (Among Knowledgeable Responde...
Annual number of issues with (Web) Applications
            (Among Knowledgeable Respondents)


           Fewer than 1,00...
Percentage of Web Applications With Adequate
            User-Experience Monitoring Information
            (Among Knowled...
Other Research




   Oracle Highly Confidential
Average online shopper expectation:
  2 second threshold loading time




•  2006 showed customer expectations at four sec...
Impact of additional delay on business metrics
  (only included results >50ms delay)

     0,50%	

     0,00%	

    -0,50%...
Impact of additional delay on Time to Click
                (only included results >50ms delay)

Time to Click   3.500

  ...
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
                    ...
Possible Next Steps?
     Manage User Experience
•     Oracle Real User Experience Insight
     •  Monitors your real user...
Questions




 45
Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle)
Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle)
Web Performance: Who Cares About Customer Experience? - Daniel Schrijver (Oracle)
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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)

  1. 1. <Insert Picture Here> Web Performance: Who Cares About Customer Experience? Event at November 12th, 2009. Learning from others: What the market says about performance
  2. 2. Introduction Oracle Highly Confidential
  3. 3. 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
  4. 4. Real Life Dutch Examples Oracle Highly Confidential
  5. 5. Finance examples
  6. 6. Finance examples
  7. 7. Finance examples
  8. 8. Finance examples
  9. 9. Finance examples
  10. 10. Finance examples
  11. 11. Finance examples
  12. 12. Finance examples
  13. 13. Travel examples
  14. 14. Travel examples
  15. 15. Travel examples
  16. 16. Travel examples
  17. 17. Telco examples
  18. 18. Telco examples
  19. 19. Telco examples
  20. 20. Results :
  21. 21. The end user in perspective
  22. 22. Survey Results Oracle Highly Confidential
  23. 23. 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
  24. 24. 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
  25. 25. 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
  26. 26. 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
  27. 27. 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
  28. 28. 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
  29. 29. 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
  30. 30. 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
  31. 31. 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
  32. 32. 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
  33. 33. 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
  34. 34. Other Research Oracle Highly Confidential
  35. 35. Average online shopper expectation: 2 second threshold loading time •  2006 showed customer expectations at four seconds or less Source: www.akamai.com/2seconds
  36. 36. 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)
  37. 37. 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
  38. 38. Impact of page load time on average daily searches per user
  39. 39. Conclusions & Next Steps Oracle Highly Confidential
  40. 40. 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
  41. 41. 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
  42. 42. Questions 45

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