Most IT departments in the dark about site problems, survey finds
More than two-thirds of IT departments said they first learn about performance problems with their e-commerce web sites when customers complain through the help desk, according to a survey by database marketing firm Harte-Hanks Inc. for Symphoniq Corp.
Harte-Hanks, which surveyed 1,000 IT departments in April and May, also found that 71% of IT professionals want the ability to continuously monitor all of their URLs and web site users, but that only 34% have the necessary tools.
71% of survey respondents also said they want the ability to trace customer complaints to the specific piece of infrastructure that’s causing a performance problem; only 21% said they have the tools to link customer-facing web site problems to back-end infrastructure components.
Hon Wong, CEO of Symphoniq, a provider of web site performance monitoring technology, notes that the survey complements earlier surveys that found that as many as 76% of web site performance problems are first learned by IT departments when users complain to a help desk. “What’s changed is that IT is now aware that they have a problem” that needs to be fixed with end-to-end monitoring that extends from user complaints to back-end infrastructure, Wong said.
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