Cadillac.com Seen as the Cadillac of Luxury Auto Sites By Visitors, Reports Keynote.SAN MATEO San Mateo (săn mətā`ō), city (1990 pop. 85,486), San Mateo co., W Calif., on San Francisco Bay; inc. 1894. It is a commercial and retail center with some high-technology manufacturing. San Mateo, Spanish for St. , Calif. -- Keynote Systems Keynote Systems, Inc. provides measurement and monitoring, service level and customer experience management services to customers to improve e-business performance by reducing costs, improving customer satisfaction and increasing profitability. (Nasdaq: KEYN): --Cadillac Tops Keynote keynote /key·note/ (ke´not) in homeopathy, the characteristic property of a drug that indicates its use in treating a similar symptom of disease. Customer Experience Rankings for Luxury Auto Web Sites --Lexus Site Best at Driving Customers to Dealerships --Saab Web Site Accelerates the Automaker's Brand Appeal --Jaguar and Lincoln Lead Industry in Site Reliability and Responsiveness --Keynote Examines Online Service Levels, Competition for Luxury Auto Buyers New competitive intelligence from Keynote Systems (Nasdaq: KEYN), The Internet Performance Authority(R), details the role and success of leading luxury auto Web sites in the luxury auto purchase process, and ranks Cadillac and Lexus as the drive away leaders in the luxury auto industry online. The Keynote Customer Experience Rankings for Luxury Auto Web Sites is based on an examination of more than 2,600 prospective car buyers as they searched and performed tasks on luxury auto Web sites. A companion study, the Keynote Service Level Rankings for Luxury Auto Web Sites, is the first in an ongoing series of annual competitive service level studies that Keynote will conduct to benchmark overall site responsiveness and reliability for the auto industry. The Acura (NYSE NYSE See: New York Stock Exchange : HMC HMC Harvey Mudd College (Claremont, CA) HMC Harborview Medical Center (Seattle, Washington) HMC Hosted Messaging and Collaboration HMC Hoffman Modulation Contrast ), Audi (VOW.DE), BMW BMW in full Bayerische Motoren Werke AG German automaker. Founded as an aircraft engine manufacturer in 1916, the company assumed the name Bayerische Motoren Werke and became known for its high-speed motorcycles in the 1920s. (BMW.DE), Cadillac (NYSE: GM), Infiniti (Nasdaq: NSANY NSANY Nissan Motor Co., Ltd. (stock symbol) ), Jaguar (NYSE: F), Lexus (NYSE: TM), Lincoln (NYSE: F), Mercedes Benz Mercedes Benz expensive automobile and status symbol. [Trademarks: Crowley Trade, 368] See : Luxury (NYSE: DCX DCX DaimlerChrysler Ag (stock symbol) DCX Dixie Chicks (American country rock band) DCX Multipage PCX (file extension/format) DCX Double Convex DCX Double Charge Exchange ), Saab (NYSE: GM) and Volvo (Stockholm: VOLVB.ST) sites were examined for the studies. Cadillac the Drive Away Leader in Online Customer Experience For the customer experience study, Keynote ranked these luxury auto sites in more than a dozen categories including customer satisfaction, customer acquisition and brand affinity. Cadillac, Lexus and Saab topped the Keynote Customer Experience Rankings, an overall measure of site success across these categories and across the more than 250+ metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. measured during the study, including evaluations of the vehicle search, comparison, customization and quote/pricing functions.
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Keynote Customer Experience Rankings
Luxury Auto Web Sites
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1 Cadillac
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2 Lexus
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3 Saab
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Cadillac, which more online consumers perceive as "luxurious" than any other brand, was the top site based on its leadership position in the vehicle search and comparison processes, as well as the strong visual appeal of the site. The Cadillac site ranked in the top performance tier across all leading business success drivers evaluated in the study. "The Cadillac Web site really is the Cadillac of luxury auto Web," said Dr. Bonny Bonny (bŏn`ē), town, SE Nigeria, in the Niger River delta, on the Bight of Biafra. In the 18th and 19th cent., Bonny was the center of a powerful trading state, and in the 19th cent. it became the leading site for slave exportation in W Africa. Brown, director of research and public services Public services is a term usually used to mean services provided by government to its citizens, either directly (through the public sector) or by financing private provision of services. for Keynote. "Competitors in the luxury auto industry can learn something about customer satisfaction and the online customer experience from Cadillac. They are the drive away leader." Lexus joins Cadillac in the upper echelon of luxury auto sites, and is the industry leader in terms of driving prospective customers from the Web site into a dealership to test-drive a vehicle, or lease or buy a vehicle. More than half (58%) of all prospective customers visiting the Lexus site said they were likely to test drive a Lexus after they visited the company Web site, an increase of (11)% as compared to buyer intentions before experiencing the site.
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Keynote Customer Conversion Rankings
Luxury Auto Web Sites
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1 Lexus
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2 Volvo
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3 Saab
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Virtually every luxury auto site studied saw an increase in brand perceptions and affinity once prospective buyers experienced their Web sites. Cadillac, whose brand started in the middle of the pack in terms of auto buyer perceptions, skyrocketed after users experienced its site, finishing with the industry's highest brand perceptions. More than two-thirds (79%) of auto buyers had a positive perception of the Cadillac brand after experiencing the site. Saab, who most auto buyers initially do not consider a strong brand to consider, had the greatest increase in brand perceptions after buyers experienced the automaker's site. The number of prospective customers who reported a positive perception of the Saab brand increased by almost a third (32%) after exposure to the site buyers described as "fun" and "friendly." Two of the luxury auto industry's premier brands actually suffered brand damage when prospective buyers visited their sites. "This study clearly shows a significant positive impact on brand perceptions and purchase intent for luxury auto manufacturers when they master the online experience," said Brown. "For those that don't provide a superior online experience, they are actually damaging their brand and taking the air out of their multi-million dollar advertising campaigns." One of the primary areas of frustrations for luxury auto buyers was with the vehicle views available. About one-quarter (22%) of prospective buyers complained of not seeing all the angles/views of the vehicle they wanted, and 20% were specifically frustrated frus·trate tr.v. frus·trat·ed, frus·trat·ing, frus·trates 1. a. To prevent from accomplishing a purpose or fulfilling a desire; thwart: with a dearth of interior photos for the vehicle they were interested in. Further, one in ten (10%) of prospective luxury car buyers expressed frustration in being unable to locate the area on a site to request a price quote. Jaguar Races Ahead with Industry-Best Service Levels The Keynote Service Level Rankings for Luxury Auto Web Sites found the Jaguar, Lexus and Saab Web sites to have the industry's best reliability, indicating those sites were highly available and experienced little or no downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. . The Lincoln, Acura and Jaguar sites were the industry's best in terms of site responsiveness, an indication of how fast the sites were in down loading pages and the array of images that are typical on luxury auto sites.
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Keynote Service Level Rankings - Site Reliability
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1 Jaguar
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2 Lexus
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3 Saab
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Keynote Service Level Rankings - Site Responsiveness
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1 Lincoln
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2 Acura
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3 Jaguar
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Keynote noted that the luxury auto industry has some of the most complex Web pages of any industry the company studies, with almost every site in the industry using rich media content and Flash. The homepages of the sites included in the study averaged about 700K in size, which is approximately 400% more weight than other vertical industries Keynote studies. Despite the complexity and weight of the pages, most of the luxury auto sites studied provided excellent performance for broadband broadband Term describing the radiation from a source that produces a broad, continuous spectrum of frequencies (contrasted with a laser, which produces a single frequency or very narrow range of frequencies). users. However, the experience for a dial-up user was quite different, with those users facing homepage download To receive a file transmitted over a network. In any communications session, "download" means receive, and "upload" means send. The download/upload often implies a big/little scenario, in which data is being downloaded from the "big" server into the "little" user's computer. times close to a minute and a half (80 seconds). In terms of site reliability, Keynote found a large gap between the leading sites and the lower ranking sites in the study. The top ranked sites were available better than 99% of the time, while the bottom five sites averaged just 92% with several of the poorer sites registering over 50 hours of outage out·age n. 1. A quantity or portion of something lacking after delivery or storage. 2. A temporary suspension of operation, especially of electric power. in a single month. "Luxury Auto sites seemed to have mastered the delivery of complex Web pages with a strong visual component to broadband users," said Ben Rushlo, manager of professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. with Keynote. "However, it is quite surprising that a number of leading luxury automakers are having significant site downtime. Luxury auto buyers become easily frustrated with such poor site performance, and can quickly turn to a competitor site to continue their browsing See browse. and purchase consideration process." Keynote recently completed a companion study of third party auto sales Auto Sales The major producers of domestic automobiles report sales monthly. These numbers are seasonally adjusted by the U.S. Department of Commerce and are available to the public one to five business days after the end of each month. Web sites, in which Edmunds.com, Kelley Blue Book and Cars.com were ranked as the leading sites in terms of customer experience in that industry. For an abstract reviewing that study visit: http://www.keynote.com/downloads/cem/ThirdPartyAutofeb2006.pdf For an abstract about Keynote's competitive intelligence studies of customer experience and service levels provided by luxury auto Web sites view: http://www.keynote.com/downloads/cem/Keynote_LuxuryAutoNew.pdf Customer Experience Management Keynote's customer experience management (CEM CEM contagious equine metritis. CEM selective medium chocolate agar made with Eugon agar and 5% horse blood; used to cultivate Taylorella equigenitalis. ) services offer both competitive intelligence studies and custom engagement services examining consumer attitudes and behavior on the Web. To learn more about Keynote's CEM solutions, visit: http://www.keynote.com/solutions/customer_experience_management.html Service Level Management Keynote's service level management (SLM See service level management system and spatial light modulator. ) solutions provide enterprises with the tools to align align (  līn),v to move the teeth into their proper positions to conform to the line of occlusion. IT and e-business goals. To learn more about Keynote's SLM solutions, visit: http://www.keynote.com/solutions/service_level_management.html. About Keynote Founded in 1995, Keynote Systems (Nasdaq "KEYN") is the worldwide leader in services that improve online business performance and communications technologies Noun 1. communications technology - the activity of designing and constructing and maintaining communication systems engineering, technology - the practical application of science to commerce or industry . Keynote helps approximately 2,300 corporate customers and 11,000 individual subscribers become "the best of the best" online. The business premise supporting Keynote's mission is: "Online businesses can't manage what they don't measure." As an independent and trusted third-party, Keynote provides IT and marketing executives with unbiased benchmarking data, competitive analysis and operational metrics from the customer perspective. This data measures service levels and customer experience of Web sites, broadband services See broadband and broadband service provider. and mobile communications. Known as The Internet Performance Authority(R), Keynote manages a market-leading infrastructure of 1,600+ measurement computers and mobile devices in over 114 locations and 66+ metropolitan areas worldwide that assess service levels and a panel of over 160,000 consumers who participate in interactive Web site tests that assess user experience. These online user experience tests capture customer attitude and behavior to answer the critical "why" behind the "what." Keynote's geographically distributed measurement services, on-site monitoring appliances, competitive intelligence and custom studies ensure that its customers outpace out·pace tr.v. out·paced, out·pac·ing, out·pac·es To surpass or outdo (another), as in speed, growth, or performance. outpace Verb [-pacing, their competitors in online service levels and overall user experience. Keynote Systems, Inc. is headquartered in San Mateo, California San Mateo is a city in San Mateo County, California, in the San Francisco Bay Area. It is one of the larger suburbs on the San Francisco Peninsula, located between Burlingame to the north, Foster City to the East, and Belmont to the south. and can be reached at www.keynote.com or by phone in the U.S. at 650-403-2400. Keynote, The Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. (C) 2006 Keynote Systems, Inc. |
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