Compuware: Retailer Web and Mobile User Satisfaction Slumps At Holidays

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Compuware headquarters in downtown Detroit

Compuware headquarters in downtown Detroit

DETROIT — Compuware Corp. (Nasdaq: CPWR) Friday published a report that analyzed online shoppers’ estimated satisfaction with top U.S. retailers’ Web and mobile site performance for the 2011 holiday season, Nov. 21 – Dec. 25.

Compuware’s in-depth assessment of the top 50 online retailers revealed that 92 percent of the top retailers saw their users’ estimated satisfaction with Web and mobile performance decline during the critical online shopping period compared to non-holiday baseline levels.

Compuware’s analysis also found that while retailers were prepared for the increase of shoppers using smartphones and other devices for the Black Friday through Cyber Monday period, they did not sustain that performance for the remainder of the season.

The report analysis is based on Compuware Gomez Performance Satisfaction Index data, which used the Apdex methodology to estimate user satisfaction with retailers’ Web and mobile site performance.

“Compuware’s analysis revealed that the majority of retailer’s sites measured didn’t meet the performance satisfaction demands of shoppers during this critical online shopping period, with many retailers’ GPSI scores falling well below non-holiday baseline levels,” said Jonathan Ranger, Gomez Benchmark Practice Director at Compuware. “As retailers conduct their post-holiday season evaluations, another key take away should be if your website isn’t mobile-ready, you’re missing a huge — and ever-growing — opportunity.”

More at www.compuware.com.

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