Best of the Web- Compuware Web and Mobile Performance Awards

• Why Performance Matters

• The Best of the Web: this year’s report

• Announcing…the 2011 Winners!

• Winner Spotlights

• Lessons Learned from the Award Winners

AGENDA

• Why Application Performance Matters

• The Best of the Web: This Year’s Report


• Winner’s Best Practices

• How to Improve your Application Performance

What is the Best of the Web?

• Annual study of web and mobile performance

• Goals of the study– Recognize the fastest,

most available and most reliable sites

– Identify web performance best practices

Application Performance Matters: Poor Performance Impacts Business Results






AGENDA






This Year’s Report

• Winners in seven industries– Automotive, Financial Services, Healthcare, Insurance,

Media, Retail, Travel

• Gold, Silver, Bronze for business process transaction

• Mobile Leader across four carriers and top devices

• One Web– Home page on the Gomez Last Mile + mobile site

home page + business transaction

• New award: Last Mile Leader

Last Mile Monitoring Provides Insight into Real-User Experience

Backbone• Clean room

environment• Measured using global

Internet Backbone

Last Mile• End user desktops• Measured using local

ISP and end user location

Top Retailer Response Time • Last Mile: 8 sec • Internet Backbone: 2 sec

Measurement Approach

Backbone Last Mile

Web Performance Management150+ locations

Web Performance Management and

Load Testing 150,000+ locations

Mobile Performance Monitoring• 30 locations• 5,000+ supported device profiles

Mobile

There is Really only “One Web”

+

Home Page Performance From the Last Mile

Mobile Site Home Page Performance

Business Process Transaction• Product Search• Review product info• Add to cart

+

Methodology

• Firefox measurements were utilized exclusively for all Backbone and Last Mile reporting

• Participants included must have had a minimum of 75% of expected test volume for the reporting period to be qualified to be included the report

• Backbone tests utilized the 12 geographically dispersed public benchmark nodes in the US

• Mobile tests utilized the 3 geographically dispersed public benchmark nodes in the US

• Last Mile tests requested 20 peer evaluations per hour per participant [US peers only]

• Final rankings were determined by ranking participant response time, availability and consistency against all qualified participants, adding up the ranking results for each category and then re-ranking the added up results in ascending order.






AGENDA






Seven Industries

Automotive

Financial Services

Healthcare

Insurance

Media

Retail

Travel

AUTOMOTIVE

Last Mile Leader: BMW Mobile Leader: Acura

RETAIL BANKING

BB&T U.S. BankOne Web Winners (tie):

+Home Page Performance From the Last Mile

Mobile Site Home Page Performance Business Process Transaction+

RETAIL BANKING

Gold: Wells Fargo

Check Account Details Transaction

Silver: BB&T Bronze: Regions Bank

RETAIL BANKING

Last Mile Leader: Wells Fargo Mobile Leaders (tie): JPMorgan Chase KeyBank

BROKERAGE

Gold: Fidelity

Generate Order Transaction

Silver: Charles Schwab Bronze: TD Ameritrade

HEALTHCARE

Health Information Last Mile Leader: Mayo Clinic

Health InsuranceLast Mile Leader: Universal American

INSURANCE: AUTO & PROPERTY

Last Mile Leader: Geico Mobile Leader: Progressive

MEDIA NEWS

Gold: MSNBC

News Article Search Transaction

Silver: NPR Bronze: Dallas News

MEDIA NEWS

Mobile Leader: U.S. News & World Report

Last Mile Leader: Associated Press

MEDIA SPORTS

Last Mile Leader: Rivals.com Mobile Leader: WWE

RETAIL

One Web Winner:Dell

+Home Page Performance From the Last Mile

Mobile Site Home Page Performance Business Process Transaction+

RETAIL

Gold: Overstock

Product Order Transaction

Silver: Gap Bronze: CDW

RETAIL

Last Mile Leader: Dell Mobile Leader: QVC

TRAVEL - Airlines

Gold: AirTran Airways

Flight Search Transaction

Silver (tie): Allegiant Air Silver (tie): JetBlue

TRAVEL - Airlines

Last Mile Leader: LAN

TRAVEL - Hotels

Gold: Best Western

Hotel Room Search Transaction

Silver: Marriott Bronze: Choice Hotels

TRAVEL - Hotels

Last Mile Leader: Best Western

TRAVEL - Agents

Gold: CheapOair Bronze: PricelineSilver: Cheap Caribbean

Flight Search Transaction

TRAVEL - Agents

Gold: TripRes.com

Hotel Search Transaction

Silver: HotelGuides.com Bronze: VRBO

TRAVEL

Mobile Leader: JetBlueLast Mile Leader: HotelGuides.com

Travel Aggregated (Airlines, Hotels, Online Agents)Online Agents: (Airlines & Hotels)

Congratulations Multi-Year Winners!

Only Three-time Gold Award Winner

Only Three-time Mobile Award Winner

Three-time Flight Search Transaction Award Winner

Three-time Hotel Search Transaction Award Winner






AGENDA






Winner’s Best PracticesRetail Gold Winner

Web Performance Best Practices:• Website performance is a strategic priority in the organization

• Uphold high standards and maintaining performance by measuring against ourselves and our competitors

• Deliver robust content to our customers without impacting the performance of web pages through superior innovation and performance-focused changes

“Website performance is important to maintaining the value of the Overstock.com brand. We regularly watch our rankings in the Compuware Gomez survey and take

those results very serious. We are proud of this accomplishment.”- Jonathan Johnson, Overstock.com President

Winner’s Best Practices Brokerage Gold Winner

Web Performance Best Practices:• Continuously measure site performance and benchmark against

the industry

• Shared metrics and goals from the start; balancing three clear guidelines: reliability, speed and functionality

• Real-time view into performance of revenue generating transactions

• Ensure that the most important web pages and transactions perform optimally

“Closely monitoring web performance ensures we can proactively tune application performance and maximize availability for all our customers and geographies.”

- Richard Blunck, executive vice president, digital distribution at Fidelity

Winner’s Best Practices Travel Mobile Winner

Web Performance Best Practices:• Share common experience management technologies, metrics and

best practices across its mobile and Web initiatives

• Established a baseline for historical analysis and benchmark against the competition

• Test and monitor mobile services at a frequency that ensures immediate resolution of issues

• Ensure content is optimized to perform well on mobile devices with diverse capabilities

“We understand the importance of delivering real-time information to our customers on the go, whether it’s booking flights, checking flight status… we’re focused on leveraging new and existing

technologies to meet the demands of today and tomorrow.”- Jonathan Stephen, Senior Producer Mobile Products, JetBlue Airways

Winner’s Best Practices Travel Hotel Search and Last Mile Winner

Web Performance Best Practices:• Continuously measure site performance and benchmark against the

competition

• Share metrics and goals across business including IT, sales and marketing

• A single strategy team that functions at the intersection of marketing and technology with a focus on overall performance

• Ensure web pages and transactions perform optimally, with rapid identification and notification of problems impacting customers

• Measure customer experience in key segments, across browsers, devices and regions

“We consider website performance to be an extension of customer care. In all such areas, whether online or on property, our goal is to lead the industry in providing a superior experience. To us, that

means having a culture and processes that prevent problems before they arise. “- Scott Gibson, CIO and SVP of Distribution & Strategic Services, Best Western

Winner’s Best PracticesSummary

• Performance excellence is a pervasive strategy applied consistently across the entire organization

• Balance speed with customer expectations – efficiency is delivering the right content as rapidly as possible

• Continually share results – everyone has a role in optimization

• Focus on maximizing performance impact to meet and exceed core strategic goals – revenue, brand loyalty, brand satisfaction

• Recognize end user connect via diverse devices, PCs, tablets, smart phones, and expect the same performance regardless of device

• Business and IT must collaborate using a common set of metrics to reach common goals

• Analyze, analyze, analyze – the Internet evolves and your competitors optimize every day – if you are not assessing your competitive position constantly you are not competitive

• Re-assess; evaluate the impact of your optimization efforts on your competitive positioning before and after the optimization effort






AGENDA






How Fast is Fast Enough?

Benchmark the leaders to ensure customer expectations are being met

0 2 4 6 8

Homepage Response Time in Seconds

Your homepage currently downloads in 5 seconds on average.

Is that ok?

Before some recent hardware upgrades, it downloaded in 7 seconds on average.

Is that ok?

Your competitors’ homepages all download in 3 seconds on average.

Now, is that ok?

Context provides a basis for decision-making and prioritization.

Traditional Application Performance Management

The Application Delivery Chain

…user is happy

Traditional Approach

DB Network Server

Employees

Data Center

Mainframe

Storage

DB Server

App Server

Web Server

LocalISP

Browsers

MajorISP

Customers

Employees

Network


Employees

Data Center

Mainframe

Storage

DB Server

App Server

Web Server

LocalISP

Browsers

MajorISP

Customers

Employees

Network

The Reality: End Users Are Often Unhappy

Slow response time …user is NOT happy

Traditional Approach

Transactions fail

Faulty display or operation

DB Network Server

4 sec’s

22 sec’s

Geographic disparities

Cloud Private Public


Employees

Mainframe

Storage

Data Center

Web Services

Mobile Components

Web Servers

App Servers

DB Servers

Load Balancers

WANOptimization

Virtual/Physical Environment

Network


LocalISP

Mobile Carrier

Content Delivery Networks

3rd Party/Cloud Services

Browsers

Devices

MajorISP

Customers

Employees


Employees

Mainframe

Storage

Data Center

Web Services

Mobile Components

Web Servers

App Servers

DB Servers

Load Balancers

WANOptimization


Network

LocalISP

Mobile Carrier


Third-party/Cloud Services

Browsers

Devices

MajorISP

Customers

Employees


The Application Performance Challenge: Problems Everywhere Along the Delivery Chain

• Network peering problems

• Outages

• Inconsistent geo performance• Bad performance under load• Blocking content delivery

• Configuration issues• Oversubscribed POP• Poor routing optimization• Low cache hit rate

• Network peering problems

• Bandwidth throttling

• Inconsistent connectivity

• Poorly performing JavaScript

• Browser/ device incompatibility

• Pages too big• Low cache

hit rate

• Network resource shortage • Faulty content transcoding • SMS routing / latency issues

• Poorly performing Java or .NET methods

• Slow SQL or Web services transactions

• Server performance

• Network problems

• Bandwidth contention

• Improper load balancing

• Resource contention

• Capacity issues• Slow bursting


Adopt a Customer/User Point of View


Employees

Mainframe

Storage

Data Center

Web Services

Mobile Components

Web Servers

App Servers

DB Servers

Load Balancers

WANOptimization


Network

LocalISP

Mobile Carrier


3rd Party/Cloud Services

Browsers

Devices

MajorISP

Customers

Employees

Customer/user point of view

Customers

EmployeesEmployees

Test/monitor your app the way your users access it:• What they do (key transactions)• Where they do it (geographic locations)• How they do it (browsers and mobile devices)

Prioritize and resolve issues• Measure the business impact (users)• Isolate root causes

Common tools, data, diagnostics• All transactions all the

time• No need to reproduce

issues• Common view of

performance• Saves time, money

Common metrics• Common view of how

performance affects business• Common basis for

prioritization, planning

Unify Your Application Performance Lifecycle

Business“Competitive advantage!”

Operations“Stability!”

QA“Quality!”

Application Performance

Development“Agility!”

Best of the Web Awards Report

available today athttp://www.compuware.com/application-performance-management/best-of-the-web-2011.html

Distributed to all webinar registrants

Look out for 2011 Trends Report

available later this quarter

Q & ASend questions via ‘chat’

http://www.compuware.com/application-performance-management/best-of-the-web-2011.html



Best of the Web- Compuware Web and Mobile Performance Awards

Technology

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