Detroit-based Compuware Corp. (Nasdaq: CPWR), the technology performance company, Monday announced the Gomez Performance Satisfaction Index top Web and mobile performers for the 2010 online holiday shopping season.
Dell provided the best overall Web performance satisfaction index score and QVC the best overall mobile performance satisfaction index score throughout the holiday season.
From Oct. 31 – Dec., the Gomez Performance Satisfaction Index compared the performance of the top 15 Web and mobile retail sites during the critical online holiday shopping season to their “baseline” scores taken a month earlier. The Gomez Performance Satisfaction Index offered the industry’s only view into the aggregate performance of major retail Web and mobile sites and their users’ satisfaction or frustration. A site performing better than its baseline scores indicated the same, or more, satisfied users, while a site that performed worse than its baseline scores reflected a decline in user satisfaction.
The top five Web and mobile performers include:
Top 5 Retail Websites:
3. Williams Sonoma
5. Office Depot
Top 5 Retail Mobile Sites:
3. Williams Sonoma
“Although the 2010 online holiday shopping season was a revenue record breaker, the top 15 retail Web sites provided ‘fair’ online customer experiences with an aggregrate satisfaction score of 84.2, just shy of a score between 85 and 94 needed to be a ‘good’ experience,” said Jonathan Ranger, Director, Benchmarks and Professional Services, Compuware. “However, the top 15 retail mobile sites fell short in meeting customer’s expectations, providing a ‘poor’ experience with an aggregate score of 47.3. As mobile sales continue to accelerate, retailers will need to place the same focus on performance optimization for their mobile sites as they do their traditional sites or pay the price in lower customer satisfaction and reduced revenue potential.”
Throughout the 2010 holiday season, the Gomez Performance Satisfaction Index provided hourly site performance trending data compared with a performance baseline during a non-peak period and a comparison of the performance of mobile sites vs. Websites during this peak usage period with three unique views:
Retail Holiday 2010 – Cyber Monday (formerly the Compuware Gomez UX Index): a comparison of hourly site performance for the Cyber Monday peak shopping period (from Wednesday, November 24 to Tuesday, November 30).
Retail Holiday 2010 – Current Week: a comparison of hourly site performance for the current week.
Retail Holiday 2010 – Trend: a daily trending for the period October 31 to December 31 that charts the variance between the performance satisfaction index score and a baseline period.
To view rankings of individual U.S retailers’ home page, multi-step product order transaction, or mobile sites and applications, visit our U.S. Retail Benchmarks published monthly on Gomez’s website.
Compuware Corporation, the technology performance company, provides software, experts and best practices to ensure technology works well and delivers value. |More at www.compuware.com.