SOURCE: Aberdeen Group

Aberdeen Group

September 08, 2010 11:05 ET

New Research Finds Top Performing Companies Achieved a 39% Improvement in Application Response Times, as Opposed to the Industry Average of 12%

Retailers Integrate End-User Experience to Increase Application Usability and Reduce User Complaints

BOSTON, MA--(Marketwire - September 8, 2010) -  By integrating the experience of end users with application design, companies in Aberdeen's study have improved application performance, reduced complaints from end users about application issues, and have noticed an overall increase in the quality of the end user's experience. The latest research report, End-User Experience Monitoring and Management, announced by Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), finds that companies that implement monitoring of the user's experience also see improvements in application availability and response times, increased visibility into the performance of business transactions, and a reduction in the average time it takes to find and repair application issues.

The research report delivers hard-hitting facts based on responses from over 170 companies, and investigates the steps that top performing companies have taken to use the experience of end users to improve their business.

The report reveals the strategies top performing companies use to meet their application performance management requirements. Aberdeen's research found:

  • Sixty-five percent (65%) of top performing respondents use the experience of end users as part of application design or changes
  • Forty-seven percent (47%) of companies that are successful in monitoring the experience of end users had continuous visibility into the performance of revenue-generating transactions, as compared to 23% of all others

"Today, companies want to move beyond traditional measurements of application performance," says Jeff Hill, Research Analyst and author of the study. "Companies are looking for a solution provider with a demonstrated success in implementing solutions, superior customer service and training, and deep domain expertise that offer the ability to integrate the experience of users into business-critical applications and processes."

You can access a complementary copy of the End-User Experience Monitoring and Management report from Aberdeen Group's website

For more information on this report, please contact kevin.permenter@aberdeen.com or jeff.hill@aberdeen.com.

A complimentary copy of this End-User Experience research report is made available due in part to the following underwriters: Knoa Software and Tevron.

Visit Research.Aberdeen.com for additional access to complimentary Information Technology Research.

About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having studied more than 30,000 companies in the past two years, Aberdeen educates users to action by driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen places content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of Harte-Hanks' "customer optimization" process (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.

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