New comprehensive indices provide insights for ensuring positive customer experiences online
LEXINGTON, Mass., Oct. 10, 2006 � Gomez, Inc. today strengthened its Competitive Benchmarking practice, giving organizations in 18 industries new ways to rate the online experiences they�re offering their customers. Gomez, the leader in Internet application performance management, also expanded existing Gomez Performance Benchmarks by adding 90 new companies and several new business processes.
The expansion gives companies and analysts across a broad range of industries a wealth of new public data for gauging the quality of customers� online experiences against both objective criteria and the performance of competitors. �Adding new industries, processes and institutions to the Gomez Performance Benchmark set gives us a broader and deeper understanding of how we stack up against competitors and how we can improve customer experiences online,� said Ian Patterson, chief information officer at Scottrade, a leading online investing firm. �These experiences directly affect our revenues and operating costs, and Gomez is the best source for obtaining this insight.�
Each Gomez business process benchmark measures the response time, success rate and consistency to complete a common end-user task. Gomez has added these new business process benchmarks:
- Airline Flight Reservation;
- Brokerage Place a Trade;
- Media Find an Article; and
- Retail Product Order.
Gomez has also increased the number of banks it measures to 25, brokerage firms to 14, and hotels to 25.
To collect comparison data, Gomez systems automatically perform specific tasks that hypothetical customers would wish to accomplish. For example, the banking benchmark analyzes response time and success in downloading checking account transaction history. Gomez Performance Benchmarks measure the web site availability, response time and consistency demonstrated when completing the business process at hand in dozens of attempts per day.
�Response times, success rates and consistent delivery have demonstrable impacts on customer satisfaction and business success,� said Gomez CEO Jaime Ellertson. �In this endeavor, knowledge is power. That�s why we�ve dramatically increased the industry data we�re providing to customers and industry watchers. We will continue to build these practices to provide more of the critical insight that companies need.�
Click here for an example of a Gomez benchmark summary for banking.
In addition to the new Business Process Benchmarks, enhanced Gomez Performance Benchmarks include homepage speed, availability and consistency tests for numerous organizations in these US industries:
Gomez has conducted competitive benchmarking of web sites and web applications since the company was founded in 1997. The company conducts competitive web application benchmarking in more than 25 distinct industries, covers more than 2,000 unique web properties in four countries, supports 180 business process benchmarks, and is regularly featured in major industry publications.
Benchmarking results and free trials are available at www.gomez.com/performance_strategies/benchmarking.html.
Gomez is the leading provider of web application performance management solutions. Utilized by 400 companies worldwide, including 8 of the top 10 most visited sites worldwide, 6 of the top 10 retailers, 8 of the top 15 financial services firms, and 4 of the top 10 industrial companies, Gomez products and services help companies achieve and maintain peak performance of their Internet applications.
Founded in 1997, Gomez provides performance measurement, benchmarking, and competitive insight through 24/7 real-time alerting, problem identification, and web site monitoring from over 12,000 locations worldwide.
Gomez is Network Computing magazine’s “Editor’s Choice” for best Internet performance monitoring service. For more information, please visit www.gomez.com.
Gomez, Gomez.com, Gomez Performance Network, and Gomez WorldView are trademarks and/or service marks of Gomez, Inc. All other trademarks are the property of their respective owners.