Online response times are a major factor in customer satisfaction.
It’s becoming clear that online banking is the future.Studies have shown that over 50 million people in the United States bank online, with online banking up 47% since 2002. With this many customers in the online arena, transaction response time has become vital.
Response time is a major factor in customer satisfaction. Online banking is about convenience. Therefore, it’s crucial that every transaction be quick and painless, with no noticeable lags or latencies. If the website begins to slow, the transaction changes from a convenience to a frustration. When transaction latencies start to happen regularly, the customer will inevitably associate your site with that frustration, and will look elsewhere for their banking needs.
Not only does response time help keep customers, it also helps find them. Google has started using page load time as a metric in their ranking algorithm. Slow sites aren’t making the cut. The reason? According to Google, even a half-second delay in page-load response time can affect ranking and seriously impact business. Google determined this by slowing their own response time and recording user activity. When the website slowed by just 400 milliseconds, site use dropped six percent!
Measuring the end-user experience and response times of applications is the first step in improving customer satisfaction. Real User Monitoring tools allow you to capture every single interaction with your valued customers from the perspective of the end user. This valuable data can be used to calculate a baseline for setting service levels and proactively make sure that these are met. The next step can be achieved by understanding that application performance, including response time, greatly impacts every interaction across the data center, in order to align the business objectives of the application with the software and infrastructure management activities of the corporate IT organization.
“Correlsense has a firm handle on viewing the complete infrastructure and actually determining where a problem exists – or where it once existed. I also believe that Correlsense’s solution has the ability to expose the root cause of a bad user experience.”
Tom Trainer, Network Computing