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Monday, May 28, 2012

Speed and Tenacity: the Apple iPad Outage

We’ve heard a lot recently about the importance of speed and performance when it comes to online retail. The New York Times highlighted research from Microsoft claiming that 250 milliseconds—a mere eye blink—could make the difference between a repeat visitor and a lost customer. And a popular infographic touts that Amazon would stand to lose $1.6 billion in sales per year from a 1 second web page delay. Our friends at Walmart.com have also shared some awesome research linking web performance to conversion.

These statistics are welcome news for the web performance community. But sometimes they don’t apply. With Apple, a lot of rules don’t apply.

To Apple’s credit, the Apple store normally runs very quickly—averaging well less than 2 seconds for total User Experience Time and less a second for Time to First Paint. (The Apple Store is a member of the Keynote Retail Performance Index, measured with Keynote Transaction Perspective.)

Your product/service is unique. And your customers are also unique. Keynote web load testing consultants dig into web analytics to model user behavior. They consider familiarity, tenacity, interaction speed and connection speed when developing virtual user profiles. It may be unrealistic for you to understand how different levels of performance impact your various customer types across all these variables. But if you can begin to understand them, you’ll be in a better position for setting ongoing performance goals and SLAs—especially around tolerances for outliers from your averages.

Source: Keynote Systems

Monday, May 14, 2012

Monitoring User Experience of the Cloud

In this blog, we are going to talk about metrics to build into service level agreements and learn how to track the quality of service users of SaaS and cloud applications actually experience.

Q&A With Vik Chaudhary, VP of Product Management and Corporate Development, Keynote Systems

Phil Waineright: I’m glad to have you with us because your — Keynote — is a SaaS provider itself, but you also actually work with SaaS and cloud companies who make use of your services, don’t you?

Vik Chaudhary: That’s right. In fact we do both. We started out as a cloud company and a SaaS company, well before those words were even invented, back 14 years ago. And today, we work with about 2800 different companies all over the world; SaaS companies are among them.

Phil Waineright: Right. So okay. So this part of the business is serving traditional enterprise businesses but part — a growing part I suppose of the business — is serving the cloud vendor community of one type or another.

Vik Chaudhary: As it turns out, the cloud vendor community is — especially in the SaaS world — is growing to include businesses that are using SaaS vendors very effectively. And because businesses typically care about their online performance and customer experience, they happen to look to us to help moderate the conversation between them and the SaaS providers so we can assure that performance and reliability of their applications are really top-notch.

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