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Website performance issues now unacceptable

Anuradha Shukla | Feb. 10, 2012
Compuware survey indicates consumers frustrated by poor website performance during peak traffic periods.

Thirty-seven percent of consumers find website performance issues unacceptable compared to 29 percent in 2009, according to the findings of a new survey by technology performance company Compuware.

Survey findings indicate that consumers are frustrated by poor website performance during peak traffic periods and website performance issues are now unacceptable for them.

Websites are not meeting consumer expectations despite the fact that an overwhelming majority (90 percent) of the respondents believe it is important for websites to work well during peak traffic times.

Compuware survey also reveals that performance issues will drive consumers to take action faster when they experience poor website performance.

About three quarters of respondents experiencing website issues have gone to a competitive site, and almost 30 percent decide going to a competitor's site immediately.

Impact on business image

Eighty-six percent of online consumers said they are less likely to return to a company's website if they have a poor online experience.

Also, 43 percent of online consumers had a less positive perception of the company, and a third complained to others after they have a poor online experience.

"Peak Web traffic means increased revenue opportunity, and for most businesses peak periods are precisely when they spend the most on promotions and campaigns to drive visitors to their sites and convert the sale," said Steve Tack, CTO of Compuware, which provides software, experts and best practices to ensure technology works well and delivers value.

"However, peak traffic also means increased risk for degraded Web performance and, consequently, lost business. The overall message from consumers is clear - they want better online experiences and are willing to take action like going to a competitor's site when they experience poor website performance during peak traffic times," added Tack.

 

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