There’s Money in the Metrics

3 Reasons why you need Real User Measurements

Connie Quach, NeustarDavid Cumberland, Shopatron

Speakers

Connie QuachSr. Product Manager, Web Performance Management

David CumberlandVice President of Engineering and IT

The World is Online

2 Billion Users

Ubiquitous broadband

Uncompromising expectations

Performance is differentiator AND mandate

Overwhelming majority agree: Revenue at stake

N=117 Neustar/InfoWorld Market Pulse Research Study: Website Performance/Monitoring and the User Experience, April 2013

85%

Poor online experience = lost revenue

73%

Reach potential customers

62%

Communicate with existing customers

Risk Use

A growing dependency

N=117 Neustar/InfoWorld Market Pulse Research Study: Website Performance/Monitoring and the User Experience, April 2013

32%Average

of Annual Revenue

- Across a dozen industries

- eCommerce % much higher

- Biggest growth sourceWebsiteTransactions

45%

The revenue risk is real

N=376 Neustar Web Performance Research Study, May 2013

12%

?45%

$1k-$10k per hour

More than $10,000 per hour

17%

Don’t Know

Up to $1 Million per hour

Real User Measurements

How we got here

Why they matter

Collect : Correlate : Commit

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

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

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

✓

How Shopatron gets it done

Load Testing

Advice and Lessons