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Slow loading Web pages can cost you lost sales

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 expectations.

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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