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Criticality of Web Performance Monitoring

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One is that users are much less tenacious, much less tolerant of poor performance. Five, six years ago there was still the sense of novelty. Today, though, they’re using the Internet for very critical things, critical utility, be that trading stocks or looking at bank accounts or making purchases.

Delivering complex functionality in a manner that satisfies high user expectations requires a tremendous infrastructure, which in itself exponentially multiplies the opportunity for slow performance or outright failures. To deliver a customized “my” page on a site such as Yahoo! or Google or one of the news portals, for example, may require hundreds of servers. And running a search-and-transaction site such as eBay takes a huge amount of processing horsepower.

Whether the objective is to reduce abandonment rates, to increase self service and reduce call center loads (and costs), to increase average sales or repeat purchases, performance monitoring is critical to acquiring the data needed to formulate sound Web strategies and tactics. Web performance is the common denominator underneath every Web site metric and is fundamental to achieving any Web site goal.

Things can and do go wrong at any step of the way — in the site’s own internal network, over the Internet backbone, across the last mile of the local ISP, or on the user’s desktop. Site operators employ a number of strategies to monitor this complex path and pinpoint the many problems that inevitably come up.

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