Press Room: 2007

Keynote Systems Releases Study Examining Leading Electronic Retailer Web Sites

  • More Than 250+ Customer Experience and 40+ Service Level Metrics Captured for Each Site
  • Amazon and Best Buy Ranked Number One in Online Customer Experience
  • Best Buy and Dell See Significant Gains in Online Customer Experience
  • Circuit City and Staples Ranked Number One in Service Levels

SAN MATEO, Calif., — August 1, 2007 — Keynote Competitive Research, the industry analysis group of Keynote Systems (Nasdaq: KEYN), today announced the release of a new competitive research study examining leading online electronics retailers. The study provides an in-depth examination of the online customer experience and service levels (site responsiveness and reliability) of a dozen leading electronics retailer Web sites, including Amazon.com, Best Buy, Circuit City, Dell, Target and Wal-Mart. The unique data and insights uncovered by Keynote Competitive Research are acquired through the use of the company’s commercially available Web performance and customer experience test and measurement products. The online electronic retailer study is available for purchase from Keynote. For more information on the study and how to purchase it, please view the Keynote Web site at www.keynote.com.

Customer Experience Rankings for Online Electronic Retailers

The Keynote Customer Experience Rankings® for Electronics Retailers study examines the online experience of more than 2,200 consumers as they interacted with leading electronic retailer Web sites. The study details how each site performs versus competitors across key business objectives, including customer satisfaction and customer acquisition, and captures more than 250+ metrics for each site. The study provides competitive rankings in dozens of categories, as well as specific and actionable steps sites can take to improve their online performance, customer satisfaction, brand appeal and customer acquisition.

The company’s customer experience studies employ Keynote WebEffective™, an on-demand software platform for conducting in-depth user experience research which integrates the best aspects of usability, behavior and attitudinal research.

Service Level Rankings for Online Electronic Retailers

The Keynote Service Level Rankings for Electronics Retailers study examines the technical performance of leading electronic retailer Web sites, including site responsiveness and reliability. The study uses the Keynote Transaction Perspective® product, the leading subscription-based service for measuring and monitoring Web site performance. Transaction Perspective mimics the actions of consumers and examines performance from multiple geographic locations, collecting more than 6,500 data points for each site to detail online technical performance. The study offers online electronic retail sites insight into their technical performance relative to their competitors, and provides detailed data on their site’s performance across seven key measures critical to the operational health of an online electronic retail site.

Amazon and Best Buy Rank #1 in Customer Experience

Amazon.com and Best Buy both were ranked as the #1 sites in the Keynote Customer Experience Rankings with the best overall ranking across the 250+ customer experience metrics measured in the study. Amazon.com was the top ranked site in terms of search satisfaction, and one of the top ranked sites in six of nine key categories including price satisfaction, product research and overall site navigation and organization. Best Buy showed the most significant gains in online customer experience over the past year and was the number one ranked site in terms of pure customer satisfaction. Best Buy also ranked in the top echelon in seven of the nine key categories contributing to a quality online customer experience, including the ease of the purchasing process and customer support. The site’s most significant gains came in search satisfaction. The Dell Web site also saw significant gains in customer experience and satisfaction in the past year, with strong gains in the areas of product interest and the overall perceptions of the visual appeal of its site.

Keynote Customer Experience Rankings for Electronic Retail Web Sites
(Overall Customer Satisfaction and Experience)
1 Amazon
1 Best Buy


Keynote Service Level Rankings for Electronic Retail Web Sites
Site Reliability
(Indicator of Being Highly Available, Low Downtime)
Site Responsiveness
(Indicator of How Quickly Pages Loaded, Transactions Completed)
1 Circuit City 1 Staples

Circuit City and Staples Ranked Number One in Service Levels

In the Keynote Service Level Rankings studies Circuit City had the retail electronics industry’s best reliability, an indication the site was highly available and experienced little or no downtime and Staples had the industry’s best site responsiveness, an indication of how fast sites were in downloading pages and completing transactions.

A site’s ability to handle user traffic without degrading is a critical indicator of site capacity and readiness for the upcoming holiday season. Keynote found four of the sites were not able, even during this relatively calm period, to handle load without degrading significantly. Two sites reported over 20 hours of outages, where a large number of the users to the site would have been unable to complete a purchase.

The performance of a site’s home page and search results often sets the expectations and perceptions for a site; and thus Keynote recommends that the home page and search process receive priority attention in terms of improving site performance. Several sites reported Home Pages that downloaded in over 2 minutes for the narrowband (dial-up) user, while Staples had the fastest Home Page for narrowband users, downloading in about 45 seconds. Staples also reported the fastest Search Results download time at 1.1 seconds for broadband and 12 seconds for dial-up.

The Keynote Customer Experience Rankings and Keynote Service Level Rankings studies for Retail Electronics Web Sites were conducted during May and June 2007.

Companies Included in the Study

The Amazon.com (Nasdaq: AMZN), Best Buy (NYSE: BBY), Buy.com, Circuit City (NYSE: CC), Costco (NasdaqGS: COST), Dell (Nasdaq: DELL), Office Depot (NYSE: ODP), Sears (NasdaqGS: SHLD), Staples (Nasdaq: SPLS), Target (NYSE: TGT), and Wal-Mart (NYSE: WMT) Web sites were included in the study.

For further details on how your organization can benefit from the study or to purchase the study please visit: the Keynote Web site at www.keynote.com.


About Keynote

Keynote (Nasdaq “KEYN”) is the global leader in test & measurement solutions that improve mobile communications and online business performance. As an independent and trusted third-party, Keynote provides IT and marketing executives with an unbiased view into their Internet services from around the world. For over a decade, we have been providing measurement data and testing capabilities that allow companies to understand and improve their customer’s online and mobile experience. Keynote has four test and measurement businesses: Web performance, mobile quality, streaming & VoIP, and customer experience/UX. In addition, our industry analysis group called Keynote Competitive Research publishes proprietary studies measuring customer experience and service levels across a wide range of industries.

Known as The Mobile and Internet Performance Authority™, Keynote has a market-leading infrastructure of 2,400 measurement computers and mobile devices in over 240 geographic locations around the world. Keynote also maintains one of the most representative panels of online users consisting of 160,000 consumers. Our on-demand, hassle-free infrastructure allows businesses to access services they need, when they need them to pinpoint and fix mobile quality and Internet problems before they impact customers.

We help over 2,600 corporate customers become “the best of the best” by helping them improve online business performance and mobile communications quality. Our customers represent top mobile and Internet companies including American Express, BP, Caterpillar, Dell, Disney, eBay, ESPN Mobile, E*TRADE, Expedia, FedEx, Microsoft, SonyEricsson, Sprint, T-Mobile, Verizon and Vodafone.

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, The Mobile and Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2007 Keynote Systems, Inc.

Editorial Contacts:

Dan Berkowitz, Keynote Systems, (650) 403-3305, dan.berkowitz@keynote.com

Dan Cahill, Roaring Communications, (415) 552-3999, dcahill@roaringcommunications.com

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