Compuware Gomez Ranks Top Online Retailers In UX

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Detroit-based Compuware Corp. (Nasdaq: CPWR), the technology performance company, Tuesday announced the Gomez Retail UX (User Experience) Index top Web and mobile performers for Black Friday through Cyber Monday.

The 2010 online holiday shopping season kicked off with record sales for both Black Friday and Cyber Monday. Online sales on Black Friday totaled $648 million, up 9 percent from 2009, and Cyber Monday saw the highest-ever single day dollar volume for online shopping, topping $1 billion for the first time, according to Internet tracking firm comScore Inc. Cyber Monday sales totaled $1.03 billion, up 16 percent from Cyber Monday 2009’s $887 million.

The Gomez Retail UX index compared the performance of top 15 Web and Mobile retail sites during Black Friday through Cyber Monday to their “baseline” scores taken a month earlier to predict online shoppers’ satisfaction or frustration during a critical shopping period. A site performing better than its baseline scores indicates the same, or more, satisfied users, while a site that performed worse than its baseline scores reflects a decline in user satisfaction.

During the measurement period, the top five Web performers scored at, or better, than their baseline scores 75 percent of the time. The top five mobile site performers experienced better performance over previous baseline scores nearly 70 percent of the time. This indicates that both the top five Web and Mobile performers maintained their level of user satisfaction from Black Friday to Cyber Monday.

The top five Web and mobile performers include:

Top 5 Retail Websites:
Dell
Williams Sonoma
QVC
Best Buy
Sears

Top 5 Retail Mobile Sites:
QVC
Newegg
Dell
Williams Sonoma
OfficeMax

“The strong Web and mobile performance results indicate that the all of the top five performers aggressively approached performance optimization leading into this critical online buying season,” said Jonathan Ranger, director of benchmarks and professional services at Compuware. “Online customers experiencing good site performance during this peak holiday shopping period were not only likely to complete their online purchase, but are more satisfied with their online experience and likely to return again for future purchases.”

The Gomez Retail UX (User Experience) Index is the first and only view into the aggregate performance of major Web and mobile applications that also predicts online shoppers’ satisfaction or frustration during a critical shopping period — Black Friday through Cyber Monday. Based on the Apdex scoring methodology for Web performance, which provides a way of estimating user satisfaction or frustration, the UX Index indicators measured the current performance of aggregated Web and mobile sites vs. the baseline. It provided an hourly score based on the aggregate Web and mobile performance of the Top 15 U.S. retail websites, the Top 15 U.S. mobile sites and the Internet Retailer Top 500 U.S. Web retailers.

To view rankings of individual U.S retailers’ home page, multi-step product order transaction, or mobile sites and applications, visit www.gomez.com.

(c) 2010, WWJ Newsradio 950. All rights reserved.

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