SAN MATEO, Calif., — November 15, 2005 — Keynote Systems (Nasdaq: KEYN), The Internet Performance Authority®, today announced the winners of the 2005 Keynote Performance Awards, an awards program designed to recognize and honor Web sites across a broad range of leading vertical industries that perform best overall on Keynote's Web transaction performance indices and competitive intelligence studies that evaluate Web site service levels and customer experience.
2005 Keynote Performance Awards — "Best Web Transaction Performance"
Keynote's Web Transaction Performance Awards are based on a set of industry-leading indices that measure the speed and availability for clicking through a multi-step business transaction on each of the Web sites that comprise a particular industry index (e.g., banking, e-commerce, airline). This year Keynote honored the fastest and most available Web sites in nine online categories: brokerage, credit card, government, e-commerce, airline, hotel, travel agency, economy hotel and government.
The winners of Keynote's "Best Web Transaction Performance" awards are:
Keynote Online Broker Index - speed - E*TRADE FINANCIAL (NYSE: ET)
Keynote Online Broker Index - availability - E*TRADE FINANCIAL (NYSE: ET)
Keynote E-Government Web Transaction Index - speed - FDA
Keynote E-Government Web Transaction Index - availability - IRS
Keynote Airline Web Transaction Index - speed - JetBlue (Nasdaq: JBLU)
Keynote Airline Web Transaction Index - availability - Northwest (OTC: NWACQ)
Keynote Hotel Web Transaction Index - speed - Marriott (NYSE: MAR)
Keynote Hotel Web Transaction Index - availability - Holiday Inn (NYSE: IHG)
Keynote Travel Agency Web Transaction Index - speed - Priceline (Nasdaq: PCLN)
Keynote Travel Agency Web Transaction Index - availability - Priceline (Nasdaq: PCLN)
Keynote Credit Card Web Transaction Index - speed - Bank of America (NYSE: BAC)
Keynote Credit Card Web Transaction Index - availability - Bank of America (NYSE: BAC)
Keynote E-Banking Web Transaction Index - speed - E*TRADE FINANCIAL (NYSE: ET)
Keynote E-Banking Web Transaction Index - availability - Bank of America (NYSE: BAC)
Keynote E-Commerce Web Transaction Index - speed - Office Depot (NYSE: ODP)
Keynote E-Commerce Web Transaction Index - availability - Eddie Bauer
Keynote Economy Hotel Web Transaction Index - speed - Red Roof Inns
Keynote Economy Hotel Web Transaction Index - availability - Motel 6
To read more about Keynote's Web transaction indices and the methodology behind them click: http://www.keynote.com/downloads/whitepapers/webtxn-methodology052704.pdf
2005 Keynote Performance Awards — "Best Service Levels"
Keynote competitive intelligence service level studies probe much deeper into the reliability and responsiveness of leading Web sites in a particular industry than do the Web transaction performance indices. However, the service level studies are time-limited, whereas the transaction indices run all year round. The service level studies are based on a comparison of key performance factors, which describe the technical quality and health of a site. Keynote Performance Awards were presented for "Best Service Levels" in the following industry categories: Auto Insurance, Banking (customers), Banking (prospects), Brokerage (customers), Brokerage (prospects), Computer Hardware, Credit Card (customers), Retail, VoIP, Wireless (prospects).
The winners of Keynote's "Best Service Level" awards are:
Auto insurance - GEICO (NYSE: BRK)
Banking (customers) - responsiveness - Washington Mutual (NYSE: WM)
Banking (customers) - reliability - Washington Mutual (NYSE: WM)
Banking (prospects) - Wells Fargo (NYSE: WFC)
Brokerage (customers) - responsiveness - E*TRADE FINANCIAL (NYSE: ET)
Brokerage (customers) - reliability - E*TRADE FINANCIAL (NYSE: ET)
Brokerage (prospects) - Ameritrade (Nasdaq: AMTD)
Computer hardware - responsiveness - Apple Computer (Nasdaq: AAPL)
Computer hardware - reliability - Apple Computer (Nasdaq: AAPL)
Credit Card (customers) - Bank of America (NYSE: BAC)
Retail - Williams Sonoma (NYSE: WSM)
VoIP - Vonage
Wireless (prospects) - responsiveness - Virgin Mobile (OTC: VGMHF)
Wireless (prospects) - reliability - Virgin Mobile (OTC: VGMHF)
2005 Keynote Performance Awards — "Best Customer Experience"
Keynote's competitive intelligence customer experience studies of leading industries rely on actual user behavior and feedback to benchmark the customer experience and its impact on brand and conversion. Study results are based on the evaluation of more than 250 metrics from thousands of participants as they interact with the sites included in a particular study. Keynote Performance Awards were presented for "Customer Experience" in the following industry categories: Airline (customers), Auto Insurance (prospects), Banking (customers), Banking (prospects), Brokerage (prospects), Computer Hardware, Credit Card (prospects), Cruise, Dating (customers/prospects), Lodging, Rental cars, Retail, Search, Third Party Auto, UK Retail, Wireless Provider.
The winners of Keynote's "Best Customer Experience" awards are:
Airline (customers) - Expedia (Nasdaq: EXPE)
Auto Insurance (prospects) - The Progressive Group of Insurance Companies (NYSE: PGR)
Banking (customers) - Bank of America (NYSE: BAC)
Banking (prospects) - Wachovia
Brokerage prospects - E*TRADE FINANCIAL (NYSE: ET)
Computer Hardware - Amazon (Nasdaq: AMZN)
Credit Card (prospects) - Discover (NYSE: MWD)
Cruise (prospects) - Expedia (Nasdaq: EXPE)
Dating (customers/prospects) - Yahoo! Personals (Nasdaq: YHOO)
Lodging - Expedia (Nasdaq: EXPE)
Rental Cars - Orbitz (NYSE: CD)
Retail (customers) - Amazon (Nasdaq: AMZN))
Search - Google (Nasdaq: GOOG)
Third Party Auto (prospects) - Kelley Blue Book
UK Retail (customers) - Amazon (Nasdaq: AMZN)
Wireless provider (prospects) - Wirefly (Nasdaq: INPC)
To learn more about the methodology of Keynote Competitive Intelligence studies, click
"Keynote congratulates the winners of this year's Keynote Performance Awards. Each winner has every reason to feel proud of providing such consistently outstanding online customer experience," said Vik Chaudhary, vice president of marketing and corporate development at Keynote. "All the companies included in Keynote's transaction indices and competitive intelligence studies are premier companies who pay strict attention to transactions, service levels and customer experience. To wind up at the top of any of these categories is a great achievement."
In addition to honoring the sites that have performed so well in the past year, the goal of the Keynote Performance Awards program is to foster an environment of healthy competition among leading sites in a particular vertical and support the overall goal of Web site performance excellence.
Background on The Keynote Performance Awards
For more information about Keynote's Performance Awards click:
For information on Keynote's measurement infrastructure click:
For information on Keynote's Competitive Intelligence Studies, click
Founded in 1995, Keynote Systems (Nasdaq "KEYN") is the worldwide leader in services that improve online business performance and communications technologies. Keynote helps approximately 2,300 corporate customers and 13,000 individual subscribers 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®, Keynote manages a market-leading infrastructure of 1,600+ measurement computers and mobile devices in over 114 locations and 66+ 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. © 2005 Keynote Systems, Inc.
Keynote Performance Award Winners Quote Sheet - For Media Use
"Ameritrade is honored to receive a Keynote Performance Award for www.ameritrade.com. We continually strive to make enhancements to our online experience to better meet investor needs. We are proud to provide a Web site that offers a fast and reliable online experience."
BANK OF AMERICA
"We're very proud that bankofamerica.com is being recognized with several Keynote awards, particularly for the best customer experience in the industry. "This validates the success of our work to make sure customers are happy with their online experience, whether they're reviewing account balances, paying bills, opening an account, setting up a home equity line of credit or getting a credit card."
Bank of America.
"Eddie Bauer is honored to once again receive the Keynote award for the reliability of eddiebauer.com. This year, the company launched apparel and accessories collections with elevated sophistication, attention to detail and overall quality. We are proud our e-commerce channel again provided a reliable shopping experience for customers who enjoy a contemporary outdoor lifestyle and the product it inspires."
VP, International and E-Commerce Operations
"At E*TRADE FINANCIAL, our goal is to leverage technology to deliver the most compelling combination of price, product and service to the value-driven consumer. To do so, we must be acutely aware of the quality, performance and accessibility of our Web site from the customer perspective. We are pleased that Keynote is again recognizing E*TRADE FINANCIAL as the company that sets the standard for customer reliability, responsiveness and speed - delivering the best overall customer experience in the financial services industry."
Chief Information Officer
E*TRADE FINANCIAL Corporation.
"Expedia is dedicated to providing our customers a great experience in booking their whole trip, so it is gratifying to be recognized by Keynote for providing the best overall customer experience in multiple areas. Expedia.com is designed to make planning and purchasing travel easy and enjoyable, and we continue to innovate to ensure a better travel experience."
SVP, product management group
"FDA is very pleased to win the Keynote E-Government Web Transaction Index Speed Award for the second year in a row. To support our science-based mission at FDA that touches so many consumers, it's critical that we provide and measure the rapid response for over 2,200,000 page views per day."
INTERCONTINENTAL HOTELS GROUP — Holiday Inn
"Our guests want and expect a reliable, easy and secure online experience for making their reservations, and every day we strive to exceed our guests' expectations. By delivering what our guests want in online service, we've built tremendous guest loyalty and have grown the proportion of Internet revenue delivered to our sites from 78 percent to 85 percent (June 05). Being recognized by Keynote Systems again this year is such an honor and validates that our efforts are well-placed."
Del Ross, vice president
Global E-Commerce Services
Intercontinental Hotels Group.
We're pleased to receive this recognition for IRS.gov for the second year in a row. We continue our commitment to providing tax professionals and taxpayers with an extremely reliable resource for all IRS electronic products. We want to make it simple to interact with the IRS electronically, making the process of filing and paying taxes as easy as possible.
Director, Electronic Tax Administration
"Receiving the Keynote Performance Award for Best Transaction Reliability means a lot to the IRS. We will continue to enhance the Web site to provide the best possible single resource for all IRS electronic information."
Director, Web Portal Management
KELLEY BLUE BOOK
"Our goal in the recent redesign of Kelley Blue Book's kbb.com was to improve the customer's experience on our site, and winning the 2005 Keynote Performance Award is recognition that we've reached that goal. We will continue to make improvements to kbb.com, ensuring we deliver on our promise of being 'the trusted resource.'"
Executive Vice President of Sales, Marketing and Products
Kelley Blue Book.
"Northwest Airlines is gratified to be recognized by the Internet performance measurement professionals at Keynote for the second consecutive year. Receiving the award for the best Airline Web Transaction Index in the area of availability is a testament to the investments Northwest has made to provide users of nwa.com with a fast, reliable and efficient experience, whether they are comparing fares, booking travel, checking the status of their flight or printing out their boarding pass."
Vice President of Distribution and E-Commerce
"Orbitz' recognition by Keynote Systems for "Best Overall Customer Experience - Rental Cars" is a testament to the ingenuity and ease-of-use we've worked hard to create in a car booking experience. Our goal is to make finding and booking travel a fast and easy experience for our customers and we are honored to be among the elite Web sites recognized for their high standards and excellent customer experience."
vice president of transportation
"Speed and reliability are integral to helping users get the most out of their online experience and we are proud that Keynote has recognized priceline.com as the leader in these key indices."
Chief Technology Officer
THE PROGRESSIVE GROUP OF INSURANCE COMPANIES
"We're delighted that progressive.com is recognized as a leading Web site that provides great online customer experiences. From progressive.com, consumers can check rates and, if they go to progressivedirect.com, they can comparison shop. If they go to driveinsurance.com, they can find the name of a local independent agent from whom they can buy a policy. We want to make it easy for people to shop for and buy a policy any way they want to."
Internet General Manager
The Progressive Group of Insurance Companies
"Vonage is delighted that Keynote Systems has recognized our Website for having the best overall level of service in the VoIP category. This award is testament to our company's dedication of delivering the best quality of service to our customers, by making their communications needs simple and easy."
Jeffrey A. Citron
Chairman and CEO
Vonage Holdings Corp.
"Williams-Sonoma.com is honored to receive this award from Keynote for providing the 'Best Overall Service Levels.' Since Chuck Williams founded Williams-Sonoma nearly 50 years ago, customer service had been a cornerstone of our success. This award recognizes our efforts to extend the high standard of customer service in stores and catalogs to the experience customers receive on our website."
Executive Vice President, Chief Marketing Officer
"We are honored with Keynote's 2005 award for Best Overall Customer experience. We are very committed to ensuring the finest experience for online shoppers and this award further validates InPhonic's dedication to customer satisfaction and service."
David A. Steinberg
Chairman and CEO
InPhonic and Wirefly