LOS ANGELES--(BUSINESS WIRE)--Sept. 13, 2006--Keynote Systems
(Nasdaq:KEYN):
-- Keynote Studies Examine 250+ Customer Experience and 40+
Service Level Metrics
-- Amazon.com Tops Wireless Industry as the Number One Ranked
Site in Online Customer Experience
-- Verizon Wireless is Number One Ranked Site in Site
Responsiveness and Site Reliability
Keynote Systems (Nasdaq:KEYN), The Internet Performance
Authority(R), announced today the availability of its latest
competitive intelligence studies for the wireless phone industry. The
Keynote Customer Experience Rankings and the Keynote Service Level
Rankings, available for purchase now, are part of Keynote's industry
research program designed to help companies improve the technical and
business performance of their Web businesses by providing extensive
competitive benchmarking and insight into industry best practices.
Keynote's industry research provides a complete view of e-business
performance, allowing companies to see how well their site is
performing from the customer's point of view, from a competitive
standpoint, as well as in terms of technical service levels (site
reliability and responsiveness). Keynote industry research provides
deep insights into core functionality, such as the visual appeal and
purchase process performance, as well as into the high-level business
objectives of sites, such as customer acquisition success and
competitive brand appeal. With Keynote industry research, companies
can determine not only how their site is performing in the market, but
why it is performing at that level and what can be done to improve
performance.
To conduct its industry research, Keynote uses its commercially
available test and measurement products. Keynote customer experience
studies employ Keynote WebEffective(TM), an on-demand software
platform for conducting in-depth user experience research which
integrates the best aspects of usability, behavior and attitudinal
research. Keynote service level ranking studies use the Keynote
Transaction Perspective(R) measurement product to evaluate key
performance indicators, including responsiveness and reliability, for
Web sites in the study.
Keynote's competitive intelligence studies are one of three
Keynote products in mobile testing and monitoring that also includes
Mobile Application Perspective, an interactive testing and automated
monitoring service for mobile content, and Mobile Device Perspective
(version 2.0 was announced yesterday at CTIA), an automated monitoring
solution using real handsets to ensure quality of mobile services. For
further information on Keynote's Mobile Quality products, visit
http://www.keynote.com/solutions/slm_mobile_test_monitor.html.
Keynote Competitive Intelligence Studies: Background
Keynote's competitive intelligence studies of the wireless phone
industry included the Web sites for Amazon.com (Nasdaq:AMZN), Boost
Mobile, Cingular (NYSE:T) (NYSE:BLS), LetsTalk, Nextel (NYSE:S), Qwest
Wireless (NYSE:Q), Sprint PCS (NYSE:S), T-Mobile (NYSE:DT), Verizon
Wireless (NYSE:VZ), Virgin Mobile, and Wirefly.
The Keynote Customer Experience Rankings study, which is available
for purchase, examined the online experience of more than 2,000
prospective wireless phone customers as they interacted with these
leading sites. The study captured more than 250+ metrics for each site
and ranked the sites in dozens of categories including customer
acquisition success, brand appeal and customer satisfaction. Keynote's
research approach examines both consumer attitudes and behavior to
provide a detailed understanding of the impact that these sites have
on customer experience and actions. This study was conducted during
June 2006.
The Keynote Service Level Rankings study, also available for
purchase, examined the technical performance of leading wireless phone
provider sites, including overall site responsiveness and reliability.
Keynote uses its proprietary Transaction Perspective measurement
computers ("agents") to perform the actions of a consumer browsing and
purchasing from leading wireless Web sites. The agents performed
transactions, collecting details of site performance and reliability
during a one month period during which they collected over 6,500 data
points and examined 40 key performance metrics for each site. Keynote
analysts used these data points to rank the sites in the study on each
of seven key performance factors, which are critical aspects of the
operational excellence for wireless Web sites. The service level study
was conducted during June and July 2006.
Amazon.com Tops the Wireless Market in Keynote Customer Experience
Rankings
Amazon.com, the giant of online retailing, ranked as the top site
among wireless phone provider sites in the Keynote Customer Experience
Rankings, an overall measure of customer experience and customer
satisfaction across the more than 250+ metrics measured in the study.
The study found that Amazon's success was driven by its steadily
strong performance across all areas of site experience including phone
and plan searching and shopping processes, as well as in the check out
or purchase process. Let's Talk was the top site in terms of customer
satisfaction based on its plan and phone search and shopping process
performance, and on its price clarity.
Keynote Service Level Rankings
Keynote Customer Experience Site Responsiveness & Site
Rankings Reliability
(Overall Customer Satisfaction and (Overall Site Responsiveness and
Experience) Reliability)
----------------------------------------------------------------------
1 Amazon.com 1 Verizon Wireless
----------------------------------------------------------------------
Verizon Wireless Tops Rankings for Site Reliability and
Responsiveness
Verizon Wireless was the top site in terms of site responsiveness,
an indication of how fast the sites were in downloading pages and
executing transactions, and in site reliability, an indication the
site was highly available and experienced little or no downtime,
according to the Keynote Service Levels Rankings study.
The Keynote Service Level Rankings study reports that, as an
industry, site availability dropped slightly from 2005 to 2006, and
several sites showed major degradations in broadband performance,
possibly due to the increasingly complex pages offered up to
consumers. One of the sites studied reported a major issue in its
checkout process; with almost a 10% average failure rate for
customer's trying to complete the purchase transaction. Despite these
concerns, the industry displayed relatively consistent performance.
For more information about Keynote's Competitive Intelligence
offerings view:
http://www.keynote.com/solutions/competitive_intelligence_tpl.html.
Customer Experience Management
Keynote's customer experience management (CEM) services offer both
competitive intelligence studies and custom engagement services
examining best practices and consumer attitudes and behavior on the
Web. To learn more about Keynote's CEM solutions, visit:
http://www.keynote.com/solutions/customer_experience_management.html.
Service Level Management
Keynote's service level management (SLM) solutions provide
enterprises with the tools to align IT and e-business goals. To learn
more about Keynote's SLM solutions, visit:
http://www.keynote.com/solutions/service_level_management.html.
About Keynote
Founded in 1995, Keynote Systems (Nasdaq "KEYN") is the global
leader in Internet and mobile test and measurement services. Keynote
helps approximately 2,600 corporate customers become "the best of the
best" online. The business premise supporting Keynote's mission is:
"Online businesses can't manage what they don't measure." As an
independent and trusted third-party, Keynote provides IT and marketing
executives with unbiased benchmarking data, competitive analysis and
operational metrics from the customer perspective. This data measures
service levels and customer experience of Web sites, broadband
services and mobile communications.
Known as The Internet Performance Authority(R), Keynote manages a
market-leading infrastructure of 2,100 measurement computers and
mobile devices in over 120 locations and 70+ metropolitan areas
worldwide that assess service levels and a panel of over 160,000
consumers who participate in interactive Web site tests that assess
user experience. These online user experience tests capture customer
attitude and behavior to answer the critical "why" behind the "what."
Keynote's geographically distributed measurement services, on-site
monitoring appliances, competitive intelligence and custom studies
ensure that its customers outpace their competitors in online service
levels and overall user experience.
Keynote Systems, Inc. is headquartered in San Mateo, California
and can be reached at www.keynote.com or by phone in the U.S. at
650-403-2400.
Keynote, The Internet Performance Authority and Perspective are
registered trademarks of Keynote Systems, Inc. Other trademarks are
the property of their respective owners. (C) 2006 Keynote Systems,
Inc.
CONTACT:
Keynote
Dan Berkowitz, 650-403-3305
dberkowitz@keynote.com
or
Roaring Communications
Dan Cahill, 415-552-3999
dcahill@roaringcommunications.com
SOURCE:
Keynote Systems