Businesses, both online and brick-and-mortar, are constantly updating their technologies to attract more customers and keep up with competition. While this approach can certainly be beneficial in customer acquisition, the process creates complicated issues for the IT department, which is already struggling against budget cuts and departmental downsizing. IT is a cost center where it’s expected to do more using less money. It is bogged-down by requests and demands for new features, a faster website, to scale infrastructure, and create an overall better product or service; meanwhile, the IT budget is among the first to be cut within a company and the average team size is dwindling. Considering the fact that there are less people and more work in IT Ops, time is a rare and valuable commodity; for this reason, digital performance analytics has evolved from a mere “insurance policy” for good measure to an absolute necessity for businesses.
There are two sectors of the costs associated with IT Ops: the cost of running the department eciently, and what your business stands to lose when performance failures occur. There’s a direct link between the performance of a website and its revenue. The cost of poor performance spans several dierent aspects of the business, including loss of transactions, loss of customer trust, SLA penalties, and extra resources required to resolve the issue.
- Walmart grew incremental revenue by up to 1% for every 100ms of improvement
- Shopzilla decreased average page load time from 6 seconds to 1.2 seconds, which increased revenue by 12%, and page views by 25%
- Amazon increased revenue by 1% for every 100ms of performance improvement
- Yahoo increased trac by 9% for every 400ms of improvement
- Mozilla got 60 million more Firefox downloads per year by making their pages 2.2 seconds faster
The average yearly amount lost by a company because of performance issues across North America and Great Britain was $140,003
User expectations are incredibly high and have been rapidly increasing as technology advances. Ensuring that your site is able to, at least, meet your users’ expectations is imperative to maximizing your bottom line.The indirect costs of poor performance can be detrimental to your business, and it only takes one bad user experience for your business to suer the consequences.
- 47% of users expect a webpage to load in 2 seconds or less
- 64% of shoppers who are dissatisfied with their site visit will go to a competitor’s site for their next shopping experience
- 88% of online consumers are less likely to return to a site after a bad experience
- Almost 50% of users expressed a less positive perception of the company overall after a single bad experience
- More than one-third of users would tell others about their disappointing experience