3 Reasons You Need Real User Measurement


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Learn how real user measurements give you the the real time information you need to reach potential customers & communicate with existing customers.

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3 Reasons You Need Real User Measurement

  1. 1. There’s Money in theMetrics3 Reasons why you need Real User MeasurementsConnie Quach, NeustarDavid Cumberland, Shopatron
  2. 2. SpeakersConnie QuachSr. Product Manager, Web PerformanceManagementDavid CumberlandVice President of Engineering and IT
  3. 3. The World is Online2 Billion UsersUbiquitous broadbandUncompromising expectationsPerformance is differentiator AND mandate
  4. 4. Overwhelming majority agree: Revenue at stakeN=117 Neustar/InfoWorld Market Pulse Research Study: Website Performance/Monitoring and the User Experience, April 2013Poor online experience= lost revenueReach potentialcustomersCommunicate withexisting customers
  5. 5. A growing dependencyN=117 Neustar/InfoWorld Market Pulse Research Study: Website Performance/Monitoring and the User Experience, April 2013%Averageof Annual Revenue- Across a dozen industries- eCommerce % much higher- Biggest growth source
  6. 6. The revenue risk is realN=376 Neustar Web Performance Research Study, May 2013$1k-$10kper hourMore than $10,000per hourDon’t KnowUp to $1 Million perhour
  7. 7. Real User MeasurementsHow we got hereWhy they matterCollect : Correlate : Commit
  8. 8. Collect Collecting baseline and real time information Baseline requirements- Foundational- Repeatable control- Representative of infrastructure Real User Experience- Know the experience of every user- Act on problem information in real time- Improve against competitive websites Necessities at work
  9. 9. Correlate Essential to interpret ALL data- Filling in all the piece for a clear picture Relationship of data is vital- View baseline AND real user- Hone in on “first causes”- Take correct action Understanding the “How To’s”- Targeted improvement areas- Measurable impact- Ongoing testing and management
  10. 10. Commit Gaining confidence from consistent practices- Meeting service level agreements (SLAs)- Commit to business objectives Confidence must be built- Proper diagnosis- Fast time to resolution- Demonstrable ability to meet targets Stepping into the business- Transparency to customer expectations- Service level assurance- Meeting growth objectives
  11. 11. How Shopatron gets it done
  12. 12. Advice and Lessons