Understanding Web Performance

As technology leaders, we have organizational goals that are tied to larger business objectives. Maybe we are leading our company’s digital transformation, minimizing elements of interactions either through enhanced customer self-service, or via full automation. Or, maybe we are tasked with improving brand perception.

Whatever the case, we need to keep track of and, more important, seek to influence many different key performance indicators (KPIs) around these goals. We have our front-line managers running down tactical metrics like time-to-resolution for our production incidents, or the size and trend of our bug backlogs, or velocity of our sprint teams. We have our senior leaders tracking against improvements on our business units’ specialized KPIs as well as delivery against our stakeholder roadmaps. We identify leading and lagging indicators that let us know if these specialized KPIs that we are working toward will move the needle on the larger organizational objective.

But in the middle of all of these quarterly readouts and roadmap progress meetings there is a key metric that is a leading indicator to all of those that is rarely talked about at the senior leader level: web performance.

Web performance, and its close sibling, perception of performance, has a direct impact on Net Promoter Score and digital adoption via the following:

• Easing friction for digital experiences

• Improving confidence in company expertise and relevance

Simply put, ...