5.22.2013

Mobile Response Time

This afternoon, I came across this interesting bit of mobile related research from a company called Keynote Systems. And it makes you wonder.

Keynote Systems developed an index called "The Keynote Mobile Financial Services Performance Index US,"  which is defined as a listing of "the average response times, success rates and download speeds for downloading the homepage of selected US financial services mobile sites on popular smartphones using Mobile Web Perspective over Air. The mobile financial services sites that appear in the Index were selected to provide an industry benchmark for well-known company sites."

The top chart ranks companies in order of how fast (in seconds) their home page downloaded. The bottom chart ranks companies by rate of success (by percentage) a consumer has in downloading a company's home page.

Keynote Mobile Financial
Week ending 19 May 2013

Rank by Response Time (seconds)
Rank Target SecondsBytes
 1 Charles Schwab 4.51  4659
 2 Wells Fargo 6.37  45575
 3 US Bank 8.45  126051
 4 Citibank 11.25  94569
 5 KeyBank 13.77  197091
 6 Discover 13.96  213548
  Index 14.14  286922
 7 PNC 14.51  92475
 8 American Express 15.27  219827
 9 Chase 18.47  307278
 10 SunTrust 19.66  241974
 11 Bank of America 27.17  656383
 12 Fidelity 28.93  1065757
 13 TD Ameritrade 32.55  896272
 14 Capital One 33.12  396868

Rank by Success Rate (percentage)
RankTarget%Bytes
 1 Wells Fargo 99.80  45575
 2 Charles Schwab 99.29  4659
 3 Discover 99.27  213548
 4 Bank of America 99.13  656383
 5 KeyBank 99.08  197091
 6 Citibank 99.07  94569
 7 American Express 98.98  219827
 8 TD Ameritrade 98.61  896272
 9 SunTrust 98.50  241974
 10 US Bank 98.35  126051
  Index 98.30  286922
 11 Chase 96.85  307278
 12 Fidelity 95.72  1065757
 13 PNC 95.42  92475
 14 Capital One 94.99  396868

In looking at the charts alone, the first question that I have is, what's Charles Schwab and Wells Fargo doing so well that Capital One isn't? Why should their pages load so much quicker? My second question is, how aware are companies, namely Capital One, of this type of research and, more importantly, what are they doing to try and make the interactive mobile experience better for their customers?

Granted download times are all relative to the network, location and type of phone a consumer may be using but, if the index keeps the playing field even, something is off somewhere between top-ranked companies and bottom-ranked companies.

Just food for though.

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