80pc APAC CXOs Still Grappling With Website Performance

by CXOtoday News Desk    Mar 31, 2015

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Nearly 80 percent of senior executives or CXOs in the Asia Pacific region report lost sales due to poor website performance, said Dyn, an Internet Performance company in its recently released report. Part of a survey that spanned 300 IT executives across 11 countries, the findings reveal that eCommerce leaders across the region tie revenue loss directly to Internet Performance issues.

APAC has seen a shift in the way consumers shop from desktops and tablets to mobile phones, especially in countries like India, China, Hong Kong and Malaysia which are the fastest growing markets for online sales worldwide. This in turn has led to a demand for development of backend infrastructure and efficient fast performing servers to synchronize with the ever-evolving technology and rising demand of consumers. However, according to the report, 30 % of APAC IT executives didn’t know if or how their company measured the performance of their customers’ experience.

“Our study finds that most retailers and eCommerce companies recognize Internet Performance issues, because they can tie bad customer experiences back to lost revenue,” said Martin Ryan, Managing Director, Dyn. “The good news is that Internet Performance is on their radar, but the downside is that too many IT executives seem to accept that customers will abandon sales because of slow-loading, down or an inconsistent website. We all know how large an opportunity exists in the Asia Pacific Region. We want to ensure businesses maximize it. 

Dyn’s survey also finds that online sales are largely driven by international shoppers. At a global level, more than two-thirds of respondents report between 25-50 percent of their sales originate in countries outside of the country in which their headquarters is located. This means it’s increasingly important to create a consistent and speedy customer experience regardless of location.

recent survey conducted on 1,400 consumers from 11 different countries revealed that Internet retailers will need to provide better services if they want to see international online sales growth. In the past 12 months, 67 percent of consumers surveyed have shopped online with retailers located in other countries, and if it were faster and easier, 85 percent of consumers would consider doing it more often.

While 95 percent of IT executives surveyed understand that slow websites are resulting in lost sales and 77 percent agree that location affects the quality of a user’s experience, it appears that executives are at a loss for how to solve service issues. Managed DNS solutions are used by less than one-third of companies. Additionally, only 31 percent monitor the end-user experience for shopping apps and less than half have analytics that monitor the path from the data center to customers, for issues like latency.

“Online and mobile shopping is on the rise around the world, meaning more opportunity for revenue growth for retailers and eCommerce companies that meet consumer needs and expectations,” said Jim Cowie, Chief Scientist, Dyn. “This means ensuring traffic takes the most efficient route possible is more important than ever before. For this reason, monitoring tools that address latencies, traffic and the customer experience can mean the difference between a successful online presence and one that drives customers to the competition.”