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February 17, 2011 On Demand Web Experience Management HealthCheck for www.jyu.fi
February 17, 2011 On Demand Web Experience Management HealthCheck for www.jyu.fi
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At Compuware, we are avid proponents of optimizing web performance to ensure positive customer experience. An issue that we know is of critical importance to all organizations conducting business on the Internet. As an online retail industry leader, we know you share that view. With that in mind, we present here the results of a recent Compuware HealthCheck that we have conducted on your web site. Our Compuware HealthCheck, powered by Gomez, our web performance division, is an assessment of the ‘health’ of a specific web page across 17 specific criteria. It helps companies to determine if the page is available to users from different locations around the world, loads quickly and ultimately, delivers a good experience. It also looks at how a web page is built to determine if there are ways to optimize performance. Our clients have found them to be useful tools in identifying and prioritizing opportunities for improvement in their online operations. The HealthCheck for your web site was performed dur ing the 24-hour period of February 15, 2011. The testing locations included major US metro areas . Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Long recognized as the global leader in application performance, Compuware—and its new web performance division, Gomez—now provides the market’s only solution for optimizing application performance across the Enterprise and the Internet. We count as our customers some of the world’s leading businesses, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites.
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Summary HealthCheck Results for www.jyu.fi
# Success Criteria Result*
1 Was my Web page available ? WARNING 2 How quickly did my Web page load (response time)? FAIL 3 Was my Web page delivered consistently with a minimal number of Outliers? FAIL 4 How quickly did my Web page load (response time) across different geographies ? PASS 5 How quickly did my Web page load (response time) across different networks ? PASS 6 How quickly did my Web page load (response time) across different times of the
day? PASS
7 Compared to Competitors’ sites , was my Response Time, better than, the same as, or worse than these sites? FAIL
8 How quickly did my Web pages load (response time) for High Broadband users ? PASS 9 How quickly did my Web pages load (response time) for Low Broadband users ? PASS 10 How quickly did my Web pages load (response time) for Dial-up users ? PASS 11 Does the size of my Web page impact performance? WARNING 12 Does the number of objects on my web page impact performance? WARNING 13 Does my Web page work efficiently with the fewest number of HTTP connections
required? FAIL
14 How many different hosts are delivering my Website? PASS 15 Does my web page use persistent connections to reduce page load times? FAIL 16 How well does my Web page perform across top browsers ? FAIL 17 How well does my Web page visually render across top browsers ? PASS
• Web performance success criteria are discussed at the end of this report.
Overall Health =
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Detailed HealthCheck Results for www.jyu.fi
1. Was my Web page available ?
PASS WARNING FAIL
>99.5% 99.0-99.5% <99.0%
See Figure 1 below Availability 99.07 Why this matters… Availability is the most important metric for any W ebsite, because if your site is not available to your users, “your store is closed.” A Website m ay be lightning fast when it is available, but be available only 85% of the time. That means that 15% of all opportunities to sell products are lost.
2. How quickly did my Web page load (response time)?
PASS WARNING FAIL
<5.000 Seconds 5.000-6.000 Seconds >6.000 Seconds
See Figure 1 below ART 17.671
Why this matters… Responsiveness of Web pages is a key driver for vis itor satisfaction. According to a recent Aberdeen Research Report, each additional second of response time above 3.9 seconds per page impacts the business in the following ways:
• Decreases page views by 11% • Decreases customer satisfaction by 16% • Decreases conversion by 7%
Figure 1: Availability and Response time
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3. Was my Web page delivered consistently with a minimal number of Outliers?
PASS WARNING FAIL
0 outliers >=3.9 seconds 1-2 outliers >=3.9 seconds 3+ outliers >=3.9 seconds
See Figure 2 below Outliers 6
Why this matters… Even when availability and responsiveness appear to be acceptable, you still may have issues with overall performance consistency. Consi stency assures uniformity in your customers’ experiences whether they’re across the s treet or across the globe. Response time outliers are indicators of inconsistency and m ay be related to capacity issues, geographic latency and partner performance. Regard less of the cause, slow performance impacts your brand, revenue and customer satisfacti on.
Figure 2: Time Scatter Chart of response times
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4. How quickly did my Web page load (response time) across different Geographies ?
PASS WARNING FAIL
Maximum response time <2X fastest geography
Maximum response time between 2X-3X fastest
geography
Maximum response time >3X fastest geography
See Figure 3 below Max. Resp. 21.517 Min. Resp. 13.833
Why this matters… On the Internet, variations in page response times across different geographies occur naturally based on the distance between the host da tacenter and the end-user’s location. Understanding the magnitude of those differences an d their impact on customers can help to determine if additional hardware or a new datace nter are needed. A common side effect of performance differences across geographies is ex hibited in differences of conversion rates across key geographies.
Figure 3: Response Time performance across geographies
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5. How quickly did my Web page load (response time) across different networks ?
PASS WARNING FAIL
Maximum response time <2X fastest network
Maximum response time between 2X-3X fastest
network
Maximum response time >3X fastest network
See Figure 4 below Max. Resp. 21.517 Min. Resp. 13.833
Why this matters… On the Internet, variations in page response times across different networks can be a by-product of network peering relationships and/or tra ffic congestion. Identifying networks that are delivering poor performance can help to id entify customer segments that are being under served.
Figure 4: Response Time performance across networks
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6. How quickly did my Web page load (response time) across different times of the day ?
PASS WARNING FAIL
Maximum response time <2X average
Maximum response time between 2X-3X average
Maximum response time >3X average
See Figure 5 below Max Time 25.841
Why this matters… A Website that shows variations in response times a cross different times of the day may be an indicator of capacity problems; too many visitor s during peak times may be impacting the performance of the website. Another common rea son for this variation is a result of scheduled processes occurring all at the same time, or in quick succession, during off hours. Regardless of the underlying cause, custome r experience and the brand are impacted during these “brownouts.”
Figure 5: Response time across different time periods
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7. Compared to competitors’ sites , was my Response Time better than, the same as, or worse than these sites?
PASS WARNING FAIL
Better than 10% above competitive industry
average for performance
+/-10% competitive industry average for
performance
Less than 10% below competitive industry average
for performance
Why this matters… Comparing your performance to that of competitors’ sites provides an unbiased view of the state of your Website so companies can tune perform ance and determine if infrastructure investments are needed and will provide a competiti ve advantage. Benchmarks are also a great way for IT Teams to highlight the quality of service delivery to the Executive team, peers, and prospective customers.
Gomez Competitors’ Benchmark, Response Time for Feb ruary 15 th, 2011
Site Avg. Response Time (sec)
lut.fi 11.543
tkk.fi 10.537
uta.fi 3.591
Overall Competitors’ Benchmark Index Average 8.557
www.jyu.fi 17.67 Source: http://www.gomeznetworks.com/TransUTX/onechart.asp
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8. How quickly did my Web pages load (response time) for High Broadband users ?
PASS WARNING FAIL
<3X Backbone response time
3X-5X Backbone response time
>5X Backbone response time
High Broadband ART 22.443
9. How quickly did my Web pages load (response time) for Low Broadband users ?
PASS WARNING FAIL
<4X Backbone response time
4X-5X Backbone response time
>5X Backbone response time
Low Broadband ART 21.042 10. How quickly did my Web pages load (response time) for Dial-up users ?
PASS WARNING FAIL
<5X Backbone response time
5X-6X Backbone response time
>6X Backbone response time
Dialup ART 74.963
Why this matters… Monitoring performance from the Last Mile shifts th e perspective from the lab-like environment of the backbone toward a viewpoint clos er to the “edge of the Internet.” Sub 4 second page response time at internet backbone loca tions may translate to download times of as much as 16 seconds for an end-user at home on a broadband connection, which can impact conversions and satisfaction. Last Mile per formance also helps to quantify “edge of the network” benefits of Content Delivery Network ( CDNs) investments. Having slow performance across end-users’ desktops directly imp acts customer experience at the source of revenue. Common causes for slow perform ance or poor availability across end-user desktops are page size, distance from content source, and local ISP performance.
See figure 6 on next page
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Figure 6: End-user performance from the Last Mile
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11. Does the size of my Web page impact performance?
PASS WARNING FAIL
<250KB Between 250-500KB >500KB
Total Kbytes 363.679
Figure 7: Performance statistics by component
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12. Does the number of objects on my Web page impact performance?
PASS WARNING FAIL
<30 Objects Between 30-50 Objects >50 Objects
For details see Figure 8 on page 14 Objects 39 13. Does my Web page work efficiently with the fewest number of HTTP connections required?
PASS WARNING FAIL
0 Excessive connections 1-2 Excessive connections 3+ Excessive connections
For details see Figure 8 on page 14 Excessive Conn. 31 14. How many different hosts are delivering my website?
PASS WARNING FAIL
<6 hosts 6-10 hosts >10 hosts
For details see Figure 8 on page 14 Hosts 4
15. Does my web page use persistent connections to reduce page load times?
PASS WARNING FAIL
Enabled Not Enabled
For details see Figure 8 on page 14 Persistent Conn: (1/0) 0
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Why this matters… The coding, content, delivery and construction of W eb pages in the browser is a complex process with numerous steps that rely heavily on co ntent delivered by you and your partners. How well each part of the process works impacts the performance for end-users. Below is a review of several key attributes of a we b page that may be impacting your performance:
Page Size * - Overall page size has the greatest impact on the performance of a page. While a large page with rich content and lots of images may be what the marketing team requires, it may not always deliver the best experience for all end-users. Number of Objects - A large number of objects can increase web page latency. There are several opportunities to optimize web pages with a large number of objects, like combining external objects and using CSS sprites, where possible. Number of HTTP Connections & Persistent Connections - A sign of efficient coding is to maximize the use of each browser connection to download as much content as possible. It is a balancing act, as having too many connections can result in unnecessary overhead and latency. Companies should consider optimizing downloads by using different host names or a CDN to reduce object overhead. Enabling Persistent Connections, a server setting, is another way to optimize downloads as it will decrease the number of connections and, thus, latency. Number of Hosts - Most Websites are delivered from several different internal and external hosts. The more hosts used to deliver a Website, the more complicated it becomes to monitor and troubleshoot performance problems. Being able to track the performance of hosts under both your control and the control of your partners/vendors accelerates troubleshooting and helps to enforce Service Level Agreements. *Page size is based on the average page weight of the top-traffic web sites.
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Figure 8: Waterfall Object Chart showing all objects, hosts and connections
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16. How well does my Web page perform across top Browsers ?
PASS WARNING FAIL
<10% variation in response time across top 6 Browsers
Between 10-20% variation in response time across top
6 Browsers
>20% variation in response time across top 6 Browsers
Longest 27.67 Fastest 14.27 IE-6 (Windows XP)
IE-7 (Windows XP)
IE-8 (Windows XP)
Firefox 3.6.10 (Windows XP)
Safari 5 (Macintosh OSX 10.6)
Chrome 8.0.552.21 (Windows XP)
Figure 9: Cross-browser performance testing
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17. How well does my Web page visually render across top Browsers ?
PASS WARNING FAIL
0 visual defects across top 6 Browsers
1-2 visual defects across top 6 Browsers
3+ visual defects across top 6 Browsers
Defects 0
Why this matters… The “browser wars” are back. In the last 12 months , next generation versions of browsers have emerged, offering consumers even more choices for accessing and navigating the web. For website providers, these “browser wars” c reate a burden because web pages can look, function, and perform differently in each bro wser and version. No longer is it safe (or reasonable) to rely only on the current version of Internet Explorer for your performance monitoring and tuning. Customers (especially the I nternet savvy ones) are using Firefox, Chrome, and Safari regularly. Nowadays, performing poorly or rendering incorrectly on any of the top browsers means lost conversions and cross-sell opportunities, as well as a decrease in customer satisfaction. The table below lists the major web browsers and the overall percentage of market share each has. More than 40% of the current market uses a browser other than Internet Explorer.
*Performance across top Browsers is based on the av erage across all those in comparison to your worst-performing Browser.
Browser % Marketshare
Internet Explorer 58.44
Firefox 22.76
Chrome 9.26
Safari 5.55
Opera 2.20
Source: http://marketshare.hitslink.com/default.aspx
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Figure 10: Worst Browser performance
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Figure 11: Cross-browser visual rendering
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Web Performance Evaluation Criteria
# Check Type PASS WARNING FAIL 1 Availability > 99.5% 99.0 – 99.5% <99.0% 2 Response Time < 5.000 Seconds 5.000 – 6.000 seconds > 6.000 seconds 3 Consistency 0 outliers >= 3.9
seconds 1-2 outliers >= 3.9 seconds
3+ outliers >= 3.9 seconds
4 Performance across different Geographies
Maximum response time < 2X fastest geography
Maximum response time between 2X -3X fastest geography
Maximum response times >3x fastest geography
5 Performance across different Networks
Maximum response time < 2X fastest network
Maximum response time between 2X -3X fastest network
Maximum response times >3x fastest network
6 Performance across different Times of Day
Maximum response time < 2X average
Maximum response time between 2X -3X average
Maximum response times >3x average
7 Competitors’ Sites Comparison
Better than 10% above competitive industry average for performance
±10% competitive industry average for performance
10% or more below competitive industry average for performance
8 High Broadband <3X Backbone Response Time
3X-5X Backbone Response Time
>5X Backbone Response Time
9 Low Broadband <4X Backbone Response Time
4X-5X Backbone Response Time
>5X Backbone Response Time
10 Dial-up <5X Backbone Response Time
5X-6X Backbone Response Time
>6X Backbone Response Time
11 Size of Web page < 250 KB Between 250 - 500 KB > 500 KB 12 Number of Objects < 30 Objects Between 30 - 50
Objects > 50 Objects
13 HTTP Connections 0 excessive connections
1-2 excessive connections
3+ excessive connections
14 Number of Hosts Less than 6 hosts 6-10 hosts More than 10 hosts 15 Persistent
Connections Enabled Not Enabled
16 Cross-Browser Performance
Less than 10% variation in response time across top 6 Browsers
Between 10% -20% variation in response time across top 6 Browsers
More than 20% variation in response time across top 6 Browsers
17 Cross-Browser Visual Defects
0 visual defects across top 6 Browsers
1-2 visual defects across top 6 Browsers
3+ visual defects across top 6 Browsers
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Glossary of Key Web Performance Metrics
Availability - Availability, also called Success Rate, is the most important metric to any organization. If your site is not available to your users, nothing else matters. It is calculated as a percentage of total tests that succeed versus total tests that fail. Your site may be lightning fast (responsiveness) when it is available, but only be available 85% of the time. That means you are losing 15% of all opportunities for selling products and services, facilitating customer self-service on the low-cost web channel, or helping users research products that they may purchase offline. Responsiveness (Response time) - Once site availability is at an acceptable level, the next most important metric is responsiveness, or average download time. Web users have expectations regarding site responsiveness. Your users will compare your site’s responsiveness to not only your competition, but to all other sites they use on the Internet. Like availability, site responsiveness will have a direct impact on your users’ satisfaction. Consistency - Even when availability and responsiveness appear to be acceptable, you still may have issues with performance consistency. Consistency is the standard deviation of performance variability. For instance, the average responsive time measurement may meet your performance standards, but the consistency measurement could highlight that while your site performs at an above average speed on the East Coast, it is terribly slow on the West Coast. Likewise, your site may perform very well during off-peak hours but very poorly during on-peak hours. Providing a consistent experience, assuming positive availability and responsiveness metrics, assures an excellent experience for everyone, every time. Page Download Time – The total time required to download a page, including all objects, connection times, etc. This measurement is used to indicate the effect that a page has on the entire transaction. Page Weight – The size of the page in bytes. The larger the page, the longer the download time will be. Number of Connections per Page – The number of connections in a transaction indicates the amount of network overhead beyond the download of files from Web servers. Number of Objects per Page – More objects per page is an indication of greater page complexity and potentially higher page weight. The number of page objects can be an indirect factor in determining page performance.
