Spark Compuware Transactional Website Analysis

September 19, 2005

 Question Country Sector
Do you measure and monitor the performance levels and end user United Financial
TOTAL France Germany Netherlands Retail
experience for each individual user of your transactional website? Kingdom Services
Yes 50% 55% 70% 42% 33% 54% 46%
No 50% 45% 30% 58% 67% 46% 54%
 Question Country Sector
Which of the following best describes the approach you take to monitoring the United Financial
TOTAL France Germany Netherlands Retail
performance of your website and hence managing end user experience? Kingdom Services
Monitor load on web server to ensure peaks in demand do not bring the site
51% 53% 46% 54% 50% 44% 58%
down
Measure end user experience through the use of dedicated PCs in different
locations, which simulate transactions and therefore provide an insight into 20% 20% 24% 14% 22% 20% 20%
average end user experience and performance levels in different locations
Install passive/desktop monitoring agents on the PCs of each person that
14% 16% 14% 18% 9% 19% 9%
uses our transactional website
Pay a hosted service to monitor specific ISP locations 10% 2% 14% 8% 15% 12% 7%
Use an agentless monitoring solution that provides us with specific information
6% 10% 2% 6% 4% 6% 5%
on the actual end user experience for each individual user of our site
 Question Country Sector
Do you monitor and measure which ISP is being used by each individual user
United Financial
and the impact the performance of that ISP service has on the experience TOTAL France Germany Netherlands Retail
Kingdom Services
each individual user has when on your transactional website?
Yes 26% 25% 30% 32% 15% 28% 24%
No 74% 75% 70% 68% 85% 72% 76%
 Question Country Sector
Do you get real live data on the different types of internet connections people
are using to access your site? (i.e if in one day you had a thousand vistors can United Financial
TOTAL France Germany Netherlands Retail
you easily find out how many of these used dial up, 1mb, broadband, 2mb Kingdom Services
broadband etc)
Yes 39% 49% 42% 40% 22% 40% 38%
No 61% 51% 58% 60% 78% 60% 63%
 Question Country Sector
Do you monitor and measure how many times each individual user of your
United Financial
site had to refresh, re-load or drop-off a page during a particular visit to your TOTAL France Germany Netherlands Retail
Kingdom Services
site?
Yes 38% 49% 42% 32% 28% 41% 35%
No 62% 51% 58% 68% 72% 59% 65%
 Question Country Sector
Please estimate how much money (include lost sales, decline in reputation,
loss of customer confidence etc) your organisation loses due to website United Financial
TOTAL France Germany Netherlands Retail
performance problems (downtime, slow running pages, broken links etc) each Kingdom Services
year?
Approximately £500,000 39% 13% 32% 25% 70% 34% 43%
Approximately £1,000,000 18% 17% 27% 25% 7% 14% 21%
Approximately £1,500,000 21% 30% 22% 19% 15% 17% 24%
Approximately £2,000,000 23% 40% 19% 31% 9% 34% 12%
 Question Country Sector
How many transactions take place on your websites each year? TOTAL France Germany Netherlands United Kingdom Financial Services Retail
Approximately 100,000 29% 29% 20% 32% 35% 16% 43%
Approximately 500,000 15% 8% 22% 18% 11% 15% 15%
Approximately 1,000,000 11% 19% 4% 11% 11% 10% 13%
Approximately 1,500,000 8% 4% 20% 7% 2% 9% 8%
Approximately 2,000,000 10% 6% 11% 11% 11% 10% 10%
Approximately 2,500,000 6% 4% 4% 5% 11% 10% 2%
Over 2,500,000 21% 29% 18% 16% 20% 32% 9%
 Question Country Sector
How many people visit your transactional websites each year? TOTAL France Germany Netherlands United Kingdom Financial Services Retail
Approximately 100,000 21% 8% 9% 25% 41% 18% 23%
Approximately 500,000 8% 10% 4% 5% 13% 4% 12%
Approximately 1,000,000 6% 8% 4% 5% 7% 2% 10%
Approximately 1,500,000 5% 11% 2% 7% 3% 7%
Approximately 2,000,000 11% 10% 17% 16% 2% 13% 10%
Approximately 2,500,000 10% 8% 9% 9% 15% 11% 10%
Over 2,500,000 39% 54% 46% 39% 15% 49% 28%