US Retail Web and Mobile Site Performance Indices
April 2012
Maintaining good Web performance is critical to delivering an optimal customer experience and driving sales. Shoppers will abandon your site if it is too slow or not available because competition is just a click away. Case in point: A 2009 consumer survey commissioned by Gomez showed 41 percent would abandon an eCommerce site at peak times after only one or two bad experiences. The Gomez Performance Index or “rank of ranks” provides the most comprehensive measurement of Web and mobile performance for U.S. retailers with nine Website metrics and 12 mobile site metrics. These metrics provide deep insight into how your customers are experiencing the site.
Website Performance Index
Our Website performance scorecard provides a "rank of ranks" on U.S. retailer benchmark home page measured from the Gomez Last Mile, home page measured on Internet Explorer and the process of ordering a product. Click on the benchmarks below to see the detailed data behind the Website Performance Index.
- US Retail Product Order Business Process
- US Retail Home Page — Firefox
- US Retail Home Page — IE
- US Retail — Last Mile
| Overall Rank | Site | Product Order Rank |
Home Page Firefox Rank |
Home Page IE Rank |
Home Page Last Mile Rank |
|---|---|---|---|---|---|
| 1 | Overstock | 4 | 2 | 2 | 2 |
| 2 | Apple | 2 | 4 | 4 | 1 |
| 3 | OfficeMax | 1 | 5 | 5 | 3 |
| 4 | Office Depot | 6 | 3 | 10 | 4 |
| 5 | Dell | 14 | 6 | 1 | 12 |
| 5 | QVC | 14 | 1 | 3 | 8 |
| 7 | LLBean | 8 | 9 | 12 | 5 |
| 8 | CDW | 5 | 10 | 11 | 9 |
| 9 | Amazon | 7 | 11 | 17 | 6 |
| 9 | Gap | 3 | 12 | 17 | 13 |
| 11 | Macys | 14 | 7 | 6 | 7 |
| 12 | Newegg | 9 | 15 | 6 | 9 |
| 13 | HPShopping | 12 | 16 | 9 | 14 |
| 13 | Sears | 10 | 14 | 6 | 16 |
| 13 | Walmart | 14 | 8 | 16 | 15 |
| 16 | Williams-Sonoma | 11 | 12 | 12 | 18 |
| 17 | Costco | 18 | 16 | 12 | 19 |
| 18 | Amway | 20 | 19 | 20 | 9 |
| 19 | VictoriasSecret | 12 | 19 | 19 | 20 |
| 20 | Toysrus | 19 | 18 | 21 | 16 |
| 21 | Staples | 21 | 19 | 15 | 21 |
Mobile Site Performance Index
Gomez Mobile Benchmarks rank mobile site performance for industry leaders. These aggregated results simulate AT&T, Sprint and Verizon wireless customers using an iPhone. The results allow you to compare mobile performance that will help your mobile site compete effectively, enhance your customer experience and ultimately drive sales.
| Overall Rank | Site | Average Response Time (sec) |
Average Availability (%) |
Average Consistency (sec) |
|---|---|---|---|---|
| 1 | Amazon | 3.050 | 99.40 | 3.127 |
| 2 | Office Depot | 3.689 | 99.17 | 3.931 |
| 3 | Sears | 3.631 | 98.57 | 3.587 |
| 4 | HSN | 5.261 | 99.24 | 4.838 |
| 5 | Williams-Sonoma | 5.380 | 99.30 | 5.560 |
| 6 | VictoriasSecret | 5.376 | 98.23 | 4.812 |
| 7 | LLBean | 4.630 | 96.55 | 3.933 |
| 7 | Newegg | 6.561 | 99.00 | 5.712 |
| 9 | BestBuy | 6.786 | 98.91 | 6.480 |
| 10 | Target | 7.057 | 98.41 | 7.134 |
| 11 | JCPenney | 5.558 | 92.94 | 5.136 |
| 12 | OfficeMax | 7.627 | 98.29 | 6.799 |
| 13 | Dell | 8.132 | 97.11 | 6.656 |
| 14 | Walmart | 7.517 | 89.32 | 5.669 |
| 15 | Overstock | 9.234 | 96.77 | 8.305 |
| 15 | Staples | 9.831 | 97.59 | 8.414 |
| 17 | Toysrus | 9.427 | 97.46 | 8.913 |
| 18 | Gap | 13.952 | 97.91 | 14.536 |
| 19 | Macys | 13.441 | 95.67 | 9.417 |
| 20 | Costco | 14.047 | 93.63 | 9.591 |
