May 18, 2011
STERLING, Va., – May 18, 2011 – Neustar Webmetrics today announced availability for Mobile Device Monitoring, a new solution to provide performance monitoring of mobile applications, websites, and SMS. By offering a real-time view of the user experience on real mobile devices, the solution allows companies to develop fixes and resolve issues before the customer experience is adversely affected, thus ensuring customer retention and increased loyalty.
With mobile access being the fastest growing segment of the Internet in the past decade, major retailers and other companies are increasingly reliant on mobile channels for customer information, transactions and service. However, adapting these channels entails unique challenges. Mobile access does not come through a single channel: the unprecedented variety in devices, browsers, operating systems, carriers and applications—along with the peculiarities of local data networks—means that a huge number of variables can disrupt every user experience.
“Consumers don’t understand why a mobile application isn’t working; they just know whether or not they’ve had a positive experience,” said Patrick Lightbody, director of product management, Neustar Webmetrics. “A bad experience – no access, slow access, broken navigation – can send a customer directly to a competitor. That’s why it’s so critical for mobile applications to perform well because today’s consumers expect mobile businesses to be ‘always running’.”
The Mobile Device Monitoring solution also provides developers with a “reality check” by taking the user experience out of the software development lab and into real world environments. The service uses each handset’s native browser rather than an emulated solution to conduct testing through real carrier networks instead of traditional WiFi or proxy solutions. All monitoring data is gathered in one single user interface, which allows for comparison across mobile devices, carriers and locations, as well as analysis of mobile versus desktop performance. This enables companies to develop fixes and resolve issues before the customer experience is adversely affected and to better ensure a positive user experience.
For enterprises, it is critical to offer customers a mobile experience that accurately reflects the company brand in providing information and e-commerce services. The risk is that consumers are increasingly accessing mobile outlets for instant information, but one bad experience—for whatever reason—can mean they will never return. A mobile monitoring solution is critical for enterprises as it is consistently running to offer real-time feedback and inform the company when their native mobile application is not functioning effectively. Thus, the problem can be fixed before disrupting the customer experience.
Due to the wide variety of devices, operating systems and carriers consumers use, developers today are challenged with accurately gauging the viability of their applications in multiple user environments. A solution that offers real-world feedback by monitoring each application in a genuine user environment, on real mobile devices and carrier networks, is a real benefit.
“In this global, networked and always-on economy, the importance of a smooth mobile experience cannot be overstated,” said George Hamilton, principal analyst, Yankee Group. “Regardless of the smartphone they use, consumers expect that their mobile access will be fast and uninterrupted. Companies need to conduct ongoing monitoring to ensure that the applications and services they provide meet this high level. If not, their brands will pay the price.”
About Neustar, Inc.
Neustar solves complex communications challenges by providing market-leading and innovative solutions to enterprises worldwide. Neustar Webmetrics helps ensure and optimize end-user experiences with a performance management platform that includes website and mobile monitoring and load testing services. For more information, visitwww.neustar.biz and www.webmetrics.com