Westpac’s web rated top performer
(17 June 2010 – Australia) Australia’s banks are now being benchmarked for the performance of their websites each month, with Westpac taking out round one.
The Gomez Web Performance Benchmark by Compuware rates response time, availability and consistency for the most popular bank Web sites.
On the completion of the firm’s first survey, from May 7 to June 7, Westpac outranked its peers to take the number one spot with a 0.16 second response time, 100 percent availability and a 0.10 second site consistency.
Compuware vice-president for Asia-Pacific and Japan, Steve Jobson, said the purpose of the benchmark is not to expose poor service delivery but to highlight areas of improvement from a customer perspective in a controlled way.
The benckmarking is done in a controlled environment and can deal with network and client performance issues, Mr Jobson said.
At some stage services will come inside the firewall and the ability to highlight a point of failure becomes more difficult and costly, Mr Jobson highlighted.
At the other end of the scale RaboPlus, the Bank of Queensland and CitiBank rated the worst for those respective categories.
The benchmark will be conducted every calendar month.
Compuware solutions director, Rafi Katanasho, said that one of the reasons for poor response time was the location of the data centres outside of Australia.
At the bottom end of the scale of response time is RaboBank with a 16.54 second response time.
If it takes more than two seconds to get an online response customers get frustrated, The good news is most of Australia’s banks meet that level and the bad news is many customers experience slower response times so there is considerable room for improvement, Mr Katanasho added.
On the completion of the firm’s first survey, from May 7 to June 7, Westpac outranked its peers to take the number one spot with a 0.16 second response time, 100 percent availability and a 0.10 second site consistency.
Compuware vice-president for Asia-Pacific and Japan, Steve Jobson, said the purpose of the benchmark is not to expose poor service delivery but to highlight areas of improvement from a customer perspective in a controlled way.
The benckmarking is done in a controlled environment and can deal with network and client performance issues, Mr Jobson said.
At some stage services will come inside the firewall and the ability to highlight a point of failure becomes more difficult and costly, Mr Jobson highlighted.
At the other end of the scale RaboPlus, the Bank of Queensland and CitiBank rated the worst for those respective categories.
The benchmark will be conducted every calendar month.
Compuware solutions director, Rafi Katanasho, said that one of the reasons for poor response time was the location of the data centres outside of Australia.
At the bottom end of the scale of response time is RaboBank with a 16.54 second response time.
If it takes more than two seconds to get an online response customers get frustrated, The good news is most of Australia’s banks meet that level and the bad news is many customers experience slower response times so there is considerable room for improvement, Mr Katanasho added.
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