Guide: How to ensure an excellent customer web experience

Tony MasonPerformance Monitoring, Web MonitoringLeave a Comment

Your website is the door to your business. Don’t close it on your customers

Your website is the door to your business. Don’t close it on your customers

End-users’ expectations are high – speed matters and every second counts.

In our online digital world, your business success hinges on your ability to ensure a quality web experience across both internal and external users.

From internal applications supporting employees and partners to external websites driving revenue, your customers are demanding fast access to quality web content that displays properly on any mobile or web device of their choosing.

These days some unhappy customers vent on social media channels before they even call you so ensuring their online experience is a good one is vital. A customer complaining via social media could mean a customer lost to a competitor or future customers driven away, and the consequences are potentially disastrous.

The average online shopper expects your web pages to load in two seconds or less; after three seconds, up to 40% of shoppers will abandon your site, and 74% of mobile users will bounce after waiting five seconds.

Unfortunately, once a visitor leaves, it is hard to bring them back. In fact, 75% of online shoppers who experience a site that has poor performance will no longer buy from that site. And worse yet, two per cent of unsatisfied customers will publicly complain via social media, which ultimately impacts your future revenue, brand and reputation.

There has been significant growth in the activities users engage in once they are online. In North America alone, Internet data usage is up by 120%, and average monthly data usage across wired connections has more than doubled from 23GB in 2011 to 51GB in 2012. Social Media is booming, creating both revenue opportunities and new risks for your organisation.

For example:

  • 6 in 10 adults state they use email and online search daily
  • 42% of small US businesses owners report that 25% of their new customers came through social-media sites
  • As of Aug 2012, 69% of online adults use social networking sites.

AlertSite Industry Benchmarks provide actionable data for web and mobile site performance by continuously measuring homepage and business transactions for companies within a variety of competitive industries.

web monitoring graphic

a sample of web monitoring statistics

Your website is a source of prospects, leads and revenue and it is your best channel to convey corporate information to a worldwide audience. Make sure you have the knowledge about the consumer’s expectations of your web performance and your ability to meet it.

Want to discover how your website is performing? As a SmartBear partner, we are offering you the opportunity to see exactly how your website is performing right this very moment.  Request a free website performance report today.

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