Just 6% of organisations have comprehensive and specific information about the actual end-user experience for each individual logging onto their websites, according to research commissioned by software and services company Compuware.
Of the 200 IT directors surveyed, 50% said monitoring the load on the web server to ensure that peaks in demand did not bring the site down best described their approach to managing and monitoring website performance.
Compuware says that such an approach does not enable organisations to measure and evaluate real end-user experience in real time and provide analysis alluding to the probable cause of poor performance.
Independent research company Vanson Bourne conducted the survey across the UK, France, Germany and the Netherlands, speaking to 200 CIOs in retail and financial companies. In addition, 400 consumers were polled by Spark Communications.
A fifth of organisations said measuring end-user experience by using dedicated PCs in different locations, which simulate transactions to provide an insight into user experience, best described their approach to managing and monitoring the performance of their transactional websites. However, this method is synthetic, says Compuware, and can be deceiving as it presents an artificial representation of the user experience.
Compuware estimates that poorly performing transactional websites are costing a third of retailers and companies in the financial sector across Europe approximately £500,000 per year. An additional 21% estimated that poor website performance was costing them around £1.5m, with a further 23% estimating the cost to be in the region of £2m.
“Transactional sites have become an essential element of any organisation’s business, much like shop fronts, and it is important that they manage the experience that each user has of the site, said Michael Allen, EMEA sales director, performance management, Compuware.