October 5, 2006
Overall, slow-loading Web pages, business applications that crash and buggy software
drastically affect business productivity, customer loyalty and even employee morale,
according to a recent study done by Symantec Corp. Common events of inacceptable slowdowns
include sluggish response to user commands and long delays for business transactions to process
or to complete.
Henry Isenberg, v.p., server foundation at APM Product Group says
“More and more today, application performance delays are not only costly to the bottom
line but they can seriously erode valuable business assets such as customer satisfaction
and overall brand loyalty.”
Isenberg added, “Customers have high expectations for their business applications
and expect them to perform quickly and consistently. These findings emphasize the need for
proactive end-to-end performance management solutions that pinpoint bottlenecks, improve
application performance, and increase business efficiency.”
Symantec's survey shows that about 24 percent of IT staff time is dedicated to addressing
business application performance delays. In complex business application environments, delays
can be caused by changes or updates required to keep pace with growing user demand and average
What's more, some of IT professionals polled recognize that the performance and availability
of these applications directly affect the customer experience. Of the IT managers interviewed, 76
percent acknowledged that persistent delays would drastically affect customer and brand loyalty
to their organizations.
Among the 200 consumers polled, 93 percent stated that they engaged in eCommerce shopping.
Of those that had, 86 percent stated that frequent delays in their transactions (such as shopping,
travel and banking) would affect their loyalty to the service provider.
In addition, 18 percent stated that slow online performance would cause them to switch to a
competitor or abandon the transaction altogether.
The findings also indicate that application performance slowdowns affect employee productivity
and morale. Of the business users polled, 86 percent stated that persistent delays would lower
their morale. In addition, 93 percent of business user respondents noted that performance issues
would affect their productivity.
Source: IT World Canada
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