Zd net asia-web-benchmark-report-2012-v1.0

ZDNet Asia
Business Web Performance Benchmark Report
Response and availability of top 10 sites in 5 industry sectors across South-East Asia

Commissioned by:

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Business Web Performance Benchmark Report

Contents

EXECUTIVE SUMMARY .................................................................................................................................... 3

WEB PERFORMANCE BENCHMARK METHODOLOGY................................................................................... 4-5

WEB PERFORMANCE: BANKING SECTOR .................................................................................................. 6 - 12

WEB PERFORMANCE: GOVERNMENT SECTOR ............................................................................................13 - 19

WEB PERFORMANCE: RETAIL SECTOR ....................................................................................................20 - 26

WEB PERFORMANCE: TELCO SECTOR .....................................................................................................27 - 33

WEB PERFORMANCE: TRAVEL SECTOR ...................................................................................................34 - 40

ABOUT .......................................................................................................................................................... 41

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

Speed and availability make the promise of the Internet a reality. But for too many users, slow
unresponsive websites lock them out of a positive web experience, restricting access to many online
applications and services.

Speed is an obsession for most web users. A single millisecond is all that stands between sticking to a
site or abandoning it. Every moment counts, and the fewer moments spent between clicking the mouse
and a fully loaded page, the better.

Given this better-faster mindset, website owners face dire consequences if their site loads slowly. Most
users will abandon a site within three seconds if it fails to load. And even more will tell others about
their poor experience with the site.

Just as important, accessibility at all times demands that site owners recognize the importance of robust
server hardware and web design to ensure availability 24/7. A fast loading site that crawls to a halt
during peak traffic is as useless as a slow one. Accessibility promises reliability, which provides the
platform for greater speed and user satisfaction.

This survey summarizes the findings from benchmark tests for speed and availability of leading websites
across five sectors in six countries. Each sector was tested every hour for two weeks between Nov 2011
to Jan 2012. The test nodes are located within the respective country. The sectors include; Banking &
Financial Services, Government, Retail, Telecommunications, and Travel, in Singapore, Malaysia,
Indonesia, Philippines, Thailand and Vietnam.

The benchmarks were drawn from Compuware’s Gomez Last Mile testing platform involving over
150,000 desktop computers connected to 2,500 local ISPs in over 168 countries around the globe.
Shortlisted websites were ranked according to their responsiveness and availability. Responsiveness
measures a site’s ability to provide highly responsive and consistent page downloads, while availability
measures a site’s ability to service its customers without errors or outages. The final results were
tabulated over a three-week evaluation period and consolidated for this survey.

3

Copyright © 2012 CBS Interactive
Tested using Compuware's Gomez application performance platform

METHODOLOGY

WEB PERFORMANCE BENCHMARK METHODLOGY

Study Methodology

The goal of this study is to provide real-time insights and metrics to gauge customer experience and
application service levels.

The methodology is based on Compuware’s Gomez Last Mile platform, which offers real-world insights
into the performance of web applications from the “edge of the Internet,” behind local ISPs and mobile
carriers – and through to end users’ desktops.

Gomez Last Mile measures actual desktop connections to validate the speed and reliability of the web
site from the customer perspective. This is achieved through “peers” —real, consumer-grade desktops
connected to numerous local ISPs and wireless carriers located in the test countries. Since these agents
are running on real user machines, they represent the type of experience actual users might encounter
interacting with the test target application.

Only high-bandwidth peers are used to run test transactions. Results are then filtered based upon
reported peer network throughput to eliminate peers suffering with grossly underperforming network
connections. Tests were conducted over a four-week period on an hourly basis.

Types of Tests

Participating websites are tested and measured for the responsiveness and availability of the
organisation’s website front door or home page, using Compuware’s Gomez Last Mile Nodes.

Response times measure the end-to-end time elapsed while downloading each Web component
including the base HTML page and objects, JavaScript and Cascading Style Sheets, third-party and other
Web content. The recorded times are averaged out and do not factor in end-user latency.

Availability measures the percentage of successfully completed tests out of total test attempts as
determined by the Gomez Last Mile Node testing agents. Test criteria include the accessibility of the
website, the ability to process error-free transactions, and a 60-second time limit to download/complete
each transaction step.

4


METHODOLOGY

Selection Criteria

A Top Ten list of websites was shortlisted based on their popularity and relevance to the sector.
Popularity metrics were based on insights from comScore’s Media Metrix service which included unique
visitors, page views and visits. Relevance was determined by local or regional content and services, that
were specific to Singapore, Malaysia, Indonesia, Philippines, Thailand and Vietnam.

The selection was validated through comScore’s Unified Digital Measurement™ approach which
combines person-level measurement from the 2 million person comScore global panel with server-side
metrics in order to account for 100 percent of a Web site’s audience.

Where no suitable sites were available via comScore’s monitoring, sites were shortlisted via Alexa
Internet, a web traffic reporting service owned by Amazon.com. Alexa deploys toolbars that track
browsing behavior, which is then compiled to determine how sites are ranked in popularity within their
sector. Sectors with fewer than ten websites were included when all other avenues were exhausted.

5


WEB
WEB PERFORMANCE BENCHMARK

PERFORMANCE:
RESPONSE TIME (BY COUNTRY)

BANKING
Best Time Worst Time
Country
Singapore 1.3 8.6
Malaysia 5.3 15.4
Thailand 1.3 10.0
In the online space, the banking and financial Philippines 8.8 24.0
services sector presents unique challenges in the Indonesia 9.6 35.6
Vietnam 2.8 16.6
development of a web presence. Visitors to
banking sites are typically customers who
interact with complex products and services. There is a significant difference in terms of
Their purchase decisions involve considerable response times between the best-of-class and the
risk and require the banks to go beyond web worst performers in this sector as indicated by
aesthetics to focus on security, convenience and the country-specific breakdown in the table.
responsiveness.
Over the last decade, increased Internet access,
40
computer ownership, and adoption of mobile 35
30
Internet services have created a target market 25
that craves 24/7 access to financial services. The 20
15
result is that banks are downsizing and 10
optimizing branches, while transitioning to an 5
0
online service model. Shifting transactions to
electronic channels such as the Internet, however
are proving more challenging despite lower
technology and development costs. Customers
still desire high levels of service quality even AVAILABILTY (BY COUNTRY)
online. The transformation from high-touch,
interpersonal contact at branches to high-tech Country Country Top 3
interaction over the Web has not undermined the Average Average
demand for higher service quality and Singapore 99.32% 100.0%
performance. Intelligent web design with Malaysia 96.16% 98.25%
enhanced responsiveness and accessibility that Thailand 96.79% 99.44%
Philippines 85.63% 97.44%
improves upon conventional offline service
Indonesia 88.42% 96.6%
performance will keep customers coming back Vietnam 95.64% 99.42%
to the site.

6



Best Performing Banking Site:
Singapore
SINGAPORE RESULTS

Using extensive technical quality measurement
data and analysis based on the Gomez platform,
leading financial institution and banking Web
sites were benchmarked for Responsiveness
and Availability.

RANK RESPONSIVENESS
1 OCBC BANK
2 UOBGROUP
3 CITIBANK

Responsiveness – Measures a site’s ability to
provide highly responsive and consistent page
downloads.

RANK AVAILABILITY
1 OCBC BANK
2 UOBGROUP
3 ICICI BANK
4 DBS BANK

Availability – Measures a site’s ability to service
FINAL RESULT TABULATION
its customers without errors or outages.
TOP 10 BANKING SITES IN Avg Availability
SINGAPORE Response (%)
Benchmark Highlights Time (sec)
http://www.ocbc.com 1.284 100
• Only two sites loaded in under three http://www.uobgroup.com 2.329 100
http://www.citibank.com.sg 3.202 99.53
seconds. http://www.uob.com.sg 3.471 99.55
• Availability was excellent with the http://info.maybank2u.com.sg 4.738 96.43
http://www.icicibank.com 5.288 100
industry average at 100%. This sector
5.317 99.54
posted the most number of perfect http://www.standardchartered.co
m.sg
scores i.e. 100% availability. 5.498 100
• The top performer, OCBC Bank, http://www.dbs.com/sg
5.92 99.07
http://www.hsbc.com.sg
featured a small page size and light web http://www.maybank2u.com.my 8.624 99.11
design for a fast pageload of 1.284
seconds.
• No obvious coding errors on the sites
were observed.

7


Malaysia
MALAYSIA RESULTS

and Availability.

RANK RESPONSIVENESS
1 HONG LEONG BANK
2 PUBLIC BANK BHD
3 BANK ISLAM

downloads.

RANK AVAILABILITY
1 BANK ISLAM
2 PUBLIC BANK BHD
3 CIMBCLICKS

its customers without errors or outages. Final Result Tabulation
TOP 10 BANKING SITES IN Average Availability
Benchmark Highlights MALAYSIA Response (%)
Time
(sec)
• Hong Leong Bank was the top http://www.hlb.com.my 5.34 96.7
performer peaking at 5.34 seconds with https://www2.pbebank.com 5.506 98.12
http://www.bankislam.biz/ 6.727 98.64
Public Bank a mere 0.17 seconds http://www.standardchartered.co 7.104 97.67
behind. m.my
http://www.eonbank.com.my 7.491 91.24
• Availability was generally positive http://www.cimbbank.com.my 7.925 97.77
averaging 96.15%. http://www.cimbclicks.com.my 8.312 98
http://www.citibank.com.my 9.65 97.7
• There appears to be no persistent http://www.hsbc.com.my 13.546 91.08
correlation between top response times http://www.maybank2u.com.my 15.388 94.67
and high availability scores. Some of the
worst performers posted high
availability scores.

8



Indonesia
INDONESIA RESULTS

and Availability.

RANK RESPONSIVENESS
1 BANK MANDIRI
2 CITIBANK
3 CIMB CLICKS

downloads.

RANK AVAILABILITY
1 CITIBANK
2 BANK MANDIRI
3 BANK CIMB NIAGA

Availability – Measures a site’s ability to service FINAL RESULT TABULATION
its customers without errors or outages. TOP 10 BANKING SITES IN Average Availability
INDONESIA Response (%)
Time
Benchmark Highlights (sec)
http://www.bankmandiri.co.id/ 9.553 96.63
• The weakest performer registered a http://www.citibank.co.id 10.48 98.51
https://www.cimbclicks.co.id/ 12.125 93.69
staggering 35 second response time— http://www.panin.co.id 12.874 92.23
the slowest across any country tested in http://www.cimbniaga.com 14.019 94.66
http://www.hsbc.co.id 14.396 92.12
this sector. http://www.bprks.co.id/ 14.996 93.97
• Despite double-digit response times, http://www.syariahmandiri.co.id 18.916 90.65
http://www.bni.co.id/ 22.413 73.89
availability exceeded 90% for most sites http://www.bri.co.id/ 35.583 57.89
with an industry average of 88.42%
• The top performer, Bank Mandiri,
peaked at 9.553 seconds .
• A more consistent correlation between
fast response times and high availability
was observed.

9


Philippines
PHILIPPINES RESULTS

and Availability.

RANK RESPONSIVENESS
1 CHINA BANK
2 CITIBANK
3 METROPOLITAN BANK & TRUST
COMPANY

downloads.

RANK AVAILABILITY
1 METROPOLITAN BANK & TRUST
COMPANY
2 CHINA BANK
3 CITIBANK
Availability – Measures a site’s ability to service TOP 10 BANKING SITES IN Average Availability
PHILIPPINES Response (%)
its customers without errors or outages. Time
(sec)
Benchmark Highlights http://www.chinabank.ph/personal 8.775 97.57
http://www.citibank.com.ph/portal 10.014 95.74
11.719 99
• Industry average for availability was https://personal.metrobankdirect.com
15.519 95.54
http://www.metrobank.com.ph
85.62%. Generally, high availability http://www.unionbankph.com 15.779 85.5
https://www.lbpiaccess.com 17.375 93.6
scores corresponded to faster response
http://www.bancnetonline.com 19.587 83.74
times. http://www.bpiexpressonline.com 20.811 61.95
http://www.bpi.com.ph 22.076 60.7
• As the best performing site, the China http://www.hsbc.com.ph 24.023 82.91
Bank, logged in at 8.775 seconds for a
complete homepage download—the
only sub-10s second response on record
for this sector.

10



Thailand
THAILAND RESULTS

and Availability.

RANK RESPONSIVENESS
1 BANK OF AYUDHA
2 GOVERNMENT SAVINGS BANK
3 SIAM COMMERCIAL BANK

downloads.

RANK AVAILABILITY
1 GOVERNMENT SAVINGS BANK
2 SIAM COMMERCIAL BANK
3 BANK OF AYUDHA


Benchmark Highlights
• The Thai web sites posted very strong TOP BANKING SITES IN Average Availability
results, with two of the best response THAILAND Response (%)
Time
times across all countries tested. (sec)
• The Bank of Ayudha polled an http://www.krungsri.com/ 1.331 98.9
http://www.gsb.or.th/ 1.828 100
astonishing 1.33 seconds, secondly only http://scb.co.th/th/ 5.893 99.42
to Singapore’s OCBC Bank, the sector’s http://www.kasikornbank.com/ 6.809 97.67
http://www.kasikornasset.com/ 8.145 94.22
best overall performer. http://www.ktb.co.th/th/main/ 8.611 98.3
• The Thailand banking sites registered http://www.bangkokbank.com/ 10.005 89.02
the second highest industry average for
availability scores at 96.7%

11


Vietnam
VIETNAM RESULTS

and Availability.

RANK RESPONSIVENESS
1 ASIA COMMERCIAL BANK

2 VIETNAM JOINT STOCK COMMERCIAL
BANK FOR INDUSTRY AND TRADE

3 ASIA COMMERCIAL BANK ONLINE

provide highly responsive and consistent page FINAL RESULT TABULATION
downloads. TOP 10 BANKING SITES IN Average Availability

RANK AVAILABILITY
VIETNAM Response (%)
Time (sec)
http://www.acb.com.vn 2.784 99.57
http://www.vietinbank.vn 3.647 99.1
1 ASIA COMMERCIAL BANK https://www.acbonline.com.vn 4.067 98.67
http://www.eximbank.com.vn 5.475 99.14
2 BANK FOR INVESTMENT AND http://www.bidv.com.vn 5.782 99.54
DEVELOPMENT OF VIETNAM https://www.techcombank.com.vn 8.871 97.29
http://www.msb.com.vn 11.254 97.75
3 EXPORT IMPORT BANK OF VIETNAM http://ub.com.vn 11.563 81.36
http://www.vietcombank.com.vn 13.012 98.21
http://www.dongabank.com.vn 16.625 85.78


• Vietnamese banking sites recorded very
good results especially amongst the top
five sites.

• The Asia Commercial Bank posted the
best results with 2.784 seconds while its
subsidiary, ACB Online, took third spot
in the rankings.

12


WEB

PERFORMANCE:

GOVERNMENT
Country Best Time Worst Time
Singapore 2.0 5.1
Malaysia 12.9 27.6
Thailand 1.1 10.3
Philippines 9.7 22.4
eGovernment is about using the tools and
Indonesia 6.9 33.4
systems made possible by Information and Vietnam 2.3 13.3
Communication Technologies (ICTs) to provide
better public services to citizens and businesses.
It enables information or services provided on-
line by local governments to individuals using Best Time Worst Time
the Internet and Web sites.
40
Implemented well, eGovernment enables all 35
citizens, enterprises and organisations to carry 30
out their business with government more 25
easily, more quickly and at lower cost. This can 20
range from simple Web sites conveying only 15
basic information to very complex sites that 10
transform the customary ways of delivering 5
local services. Some examples are submission of 0
applications and forms, managing and viewing
of accounts, and even maps of roads and
transport systems.

Depending on the complexity of the data or
information accessed, government web sites AVAILABILITY (BY COUNTRY)
often draw unusually large traffic flows that
impact their responsiveness and availability.
The need to provide a transparent, user-friendly Country Country Top 3 Average
and convenient way for its citizens and people Average
must be balanced with the ability to manage Singapore 99.75% 100.00%
sudden traffic increases. This is the only way to Malaysia 90.05% 96.17%
ensure smooth transactions for the majority of Thailand 97.29% 99.54%
users. Philippines 94.22% 95.55%
Indonesia 83.81% 96.65%
Vietnam 97.09% 99%

13



Best Performing Government Site:
Singapore
SINGAPORE GOVERNMENT RESULTS

and Availability.

RANK RESPONSIVENESS
1 IMMIGRATION & CHECKPOINTS
AUTHORITY
2 URBAN REDEVELOPMENT
AUTHORITY
3 MINISTRY OF EDUCATION

downloads.

RANK AVAILABILITY
1 URBAN REDEVELOPMENT
AUTHORITY TOP GOVERNMENT Average Availability
SITES IN SINGAPORE Response (%)
2 MINISTRY OF EDUCATION Time (sec)
3 NATONAL ENVIRONMENT AGENCY http://www.ica.gov.sg 1.972 98.88
4 INLAND REVENUE AUTHORITY http://www.ura.gov.sg 2.032 100
http://www.moe.gov.sg 2.379 100
5 MY CPF http://app2.nea.gov.sg 3.196 100
6 MINISTRY OF MANPOWER http://www.iras.gov.sg 3.874 100
http://www.hdb.gov.sg 4.053 99.23
http://mycpf.cpf.gov.sg 4.149 100
Availability – Measures a site’s ability to service http://www.mom.gov.sg 4.18 100

http://www.nlb.gov.sg 5.139 99.63

• The Government sector in Singapore
performs consistently well in all
benchmarks
• Availability scores are off the charts. Six
out of top ten sites boast a perfect
100% with zero outages.
• The top site, ICA, boasts the second
lightest homepage size at 270 bytes.

14


Malaysia
MALAYSIA RESULTS

and Availability.

RANK RESPONSIVENESS
1 MINISTRY OF FINANCE
2 BANK NEGARA MALAYSIA
3 TOURISM MALAYSIA

downloads.

RANK AVAILABILITY
1 NATIONAL HERITAGE COUNCIL
2 DEPARTMENT OF STATISTICS, TOP 10 GOVERNMENT Average Availability
SITES IN MALAYSIA Response (%)
MALAYSIA
Time
3 BANK NEGARA MALAYSIA (sec)
http://www.treasury.gov.my 12.946 92.02
http://www.bnm.gov.my 13.897 94.62
Availability – Measures a site’s ability to service http://www.tourism.gov.my 14.333 93.1
its customers without errors or outages. http://www.sabah.gov.my 15.284 91.6
https://www.heritage.gov.my 16.586 97.32
http://www.statistics.gov.my 16.622 96.56
Benchmark Highlights http://www.pas.org.my 17.024 92.75
http://www.kpkt.gov.my/kpkt 18.428 90.91
• None of the web sites logged in http://www.mosti.gov.my/mosti 22.246 76.23
response times below 10 seconds http://www.kbs.gov.my 27.646 75.39

• The fastest recorded time was a
frustratingly slow 12.946 seconds-
enough to deter the most patient of
users.
• Average availability scores was 90.05%

15



Indonesia
INDONESIA RESULTS

and Availability.

RANK RESPONSIVENESS
1 MINISTRY OF EDUCATION AND
CULTURE
2 CENTRAL BANK OF INDONESIA
3 MINISTRY OF RELIGION

downloads.

RANK AVAILABILITY
1 MINISTRY OF EDUCATION AND
CULTURE
2 MINISTRY OF RELIGIONN
3 CENTRAL BANK OF INDONESIA


Benchmark Highlights FINAL RESULT TABULATION
TOP GOVERNMENT SITES Average Availability
• Apart from one site, much of the IN INDONESIA Response (%)
Time (sec)
sector’s performance was too poor to http://www.kemdiknas.go.id 6.926 97.66
make practical use of the sites viable. http://www.bi.go.id/web/id 11.419 95.95
• The Ministry of Education and Culture http://kemenag.go.id 12.08 96.33
http://www.depkeu.go.id 15.199 91.98
was the best performer at 6.926 http://www.bps.go.id 16.891 87.16
seconds. http://www.depkes.go.id 19.489 89.92
http://www.deptan.go.id 23.08 74.7
• Indonesian public sector web sites http://lipi.go.id 25.129 73.26
logged in the lowest availability scores http://www.pajak.go.id 33.435 47.37
among countries in this test at an
average of 83.81%.

16



Philippines
PHILIPPINES RESULTS

and Availability.

RANK RESPONSIVENESS
1 PROFESSIONAL REGULATION
COMMISSION
2 PHILIPPINE CHARITY SWEEPSTAKES
OFFICE
3 DEPARTMENT OF SCIENCE AND
TECHNOLOGY

downloads.

RANK AVAILABILITY
1 PHILIPPINE CHARITY SWEEPSTAKES
OFFICE
2 PROFESSIONAL REGULATION
COMMISSION
3 DEPARTMENT OF SCIENCE AND
TECHNOLOGY FINAL RESULT TABULATION
TOP GOVERNMENT Average Availability
Availability – Measures a site’s ability to service SITES IN PHILIPPINES Response (%)
Time (sec)
its customers without errors or outages. http://www.prc.gov.ph/ 9.651 95.56
http://www.pcso.gov.ph/ 14.863 96.36
Benchmark Highlights http://www.dost.gov.ph/ 16.239 94.74
http://www.sss.gov.ph/ 16.853 91.1
http://www.gov.ph/ 22.402 93.33
• Most of the sites in this sector posted
dismal, double-digit response times.
• The Professional Regulation
Commission, a licensing authority, was
the top site logging in at 9.651 seconds.
• Availability scores were good across the
sites with an industry average of 94.2%

17


Thailand
THAILAND RESULTS

and Availability.

RANK RESPONSIVENESS
1 ROYAL THAI NAVY
2 THAI GOVERNMENT LOTTERY
3 MINISTRY OF PUBLIC HEALTH

downloads.

RANK AVAILABILITY
1 ROYAL THAI NAVY
2 THAI GOVERNMENT LOTTERY FINAL RESULT TABULATION
3 MINISTRY OF PUBLIC HEALTH
TOP GOVERNMENT SITES Average Availability
IN THAILAND Respons (%)
Availability – Measures a site’s ability to service e Time
its customers without errors or outages. (sec)
http://www.navy.mi.th 1.073 100
http://www.glo.or.th 1.877 100
Benchmark Highlights http://www.moph.go.th 2.941 98.61
http://www.mict.go.th 3.358 97.58
• The Thai web sites posted very strong http://www.rd.go.th 5.03 98.05
http://www.prd.go.th 8.048 91.88
results, with two of the best response 8.373 96.69
http://www.tmd.go.th
times across all countries tested. http://www.dbd.go.th 8.832 97.17
• Both the Royal Thai Army, the best http://www.moe.go.th 10.301 95.59

performing site, and the Thai
Government Lottery, logged in
response times of under two seconds.
• Thailand’s public sector sites registered
99.53% availability, the second highest
after Singapore

18



Vietnam
VIETNAM RESULTS

and Availability.

RANK RESPONSIVENESS
1 PEOPLE’S COMMITTEE OF HO CHI
MINH CITY
2 THE NATIONAL CENTER FOR HYDRO-
METEOROLOGICAL FORECASTING
3 DONG NAI PROVINCE

downloads.

RANK AVAILABILITY
1 PEOPLE’S COMMITTEE OF HO CHI
MINH CITY FINAL RESULT TABULATION
2 DA NANG CITY
3 MINISTRY OF TRANSPORT TOP GOVERNMENT SITES IN Average Availability
Time (sec)
Availability – Measures a site’s ability to service http://www.hochiminhcity.gov.vn 2.342 99.23
its customers without errors or outages. http://www.nchmf.gov.vn 4.874 95.85
http://www.dongnai.gov.vn 6.19 92.48
http://www.danang.gov.vn 6.858 98.91
Benchmark Highlights http://moj.gov.vn 7.223 98.5
http://www.chinhphu.vn 8.249 96.73
• Vietnamese public sector web sites http://www.mt.gov.vn 8.485 98.87
13.335 96.15
performed strongly across the sector. http://www.moc.gov.vn

• The People’s Committee of Ho Chi Minh
City polled the fastest response time of
2.342 seconds, as the best overall
performer.
• Web server availability averaged
97.09%

19

WEB

PERFORMANCE:

RETAIL

Singapore 1.3 14.7
Malaysia 6.3 30.3
Thailand 6.0 21.1
Even as traditional retail sales slumped globally Philippines 15.0 30.9
in the recent recession of 2009, the online 6.3 30.0
Indonesia
channel continues to offer respite,
Vietnam 5.7 23.1
outperforming the wider retail sector.

The online channel offers several recession-
proof traits such as relatively low operating
costs (allowing cost savings for consumers) and
24x7 operations all year through. Consumers 35
are also increasingly more secure about 30
shopping with their credit cards online in view 25
of perceived benefits. 20

The Internet looks set to be a critical retail 15
channel for the industry as Internet penetration 10
rates explode with an ever tech-savvy audience. 5
Low and transparent pricing and comparison, as 0
well as comprehensive product choices, drive
the convenience, value and selection traits
consumers crave from any retail experience.
Combined with attractive web storefronts that
are fast and unobtrusive, vendors can expect
consumers to keep coming back. AVAILABILITY (BY COUNTRY)

Country Country Top 3
Average Average
Singapore 96.56% 99.8%
Malaysia 91.49% 97.81%
Thailand 92.99% 97.38%
Indonesia 85.18% 92.9%
Vietnam 93.09% 95.35%

20



Best Performing Retail Site:
Singapore
SINGAPORE RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 MCDELIVERY
2 SINGAPORE TELECOMS
3 GOLDEN VILLAGE MULTIPLEX PTE
LTD

downloads.

RANK AVAILABILITY
1 SINGAPORE TELECOMS
2 SHAW THEATRES PTE LTD FINAL RESULT TABULATION
3 MUSTAFA ONLINE TOP 10 RETAIL SITES IN Average Availability
Time (sec)
Availability – Measures a site’s ability to service http://www.mcdelivery.com.sg 1.283 98.84
its customers without errors or outages. https://www.singtelshop.com 3.062 100
http://www.gv.com.sg 5.46 99.4
http://www.mustafa.com.sg 6.227 99.69
Benchmark Highlights http://www.gmarket.com.sg 7.613 99.11
http://www.sistic.com.sg 7.925 97.87
• Singapore retail web sites posted mixed http://www.shaw.sg 8.096 99.71
http://www.streetdeal.sg 10.469 73.65
results with only two sites loading in http://www.ebay.com.sg 10.78 98.22
three or less seconds. http://www.groupon.sg 14.747 99.12
• McDelivery.com, a fast-food delivery
service and order site zipped past the
competition with a fast 1.283 second
download.
• At 96.56%, Singapore’s retail sector
recorded the highest availability across
the region.

21



Malaysia
MALAYSIA RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 DELL COMPUTERS
2 EBAY MALAYSIA
3 MID VALLEY MEGAMALL

downloads.

RANK AVAILABILITY
1 DELL COMPUTERS
2 EBAY MALAYSIA
3 MID VALLEY MEGAMALL


• The top performer, Dell.com.my, was TOP 10 RETAIL SITES IN Average Availability
MALAYSIA Response (%)
fully loaded in 6.286 seconds. Time (sec)
• Overall, response times were uneven http://www.dell.com.my 6.286 98.21
http://www.ebay.com.my 7.306 97.92
with most sites exceeding 10 seconds. http://www.midvalley.com.my 10.307 97.3
• The worst time recorded in this sector http://www.tesco.com.my 12.359 92.81
http://www.reebonz.com 15.104 95.4
was a stuttering 30.261 seconds. http://www.play-asia.com 16.683 89.12
• Availability scores were generally http://www.lelong.com.my 19.828 91.72
http://www.ticketcharge.com.my 20.033 87.35
positive with an industry average of http://www.gmarket.com.sg 20.129 76.76
91.49% http://www.moresales.com.my 30.261 88.34

22



Indonesia
INDONESIA RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 INDONETWORK.NET
2 MOBILE GAUL
3 BUKALAPAK.COM

downloads.

RANK AVAILABILITY
1 INDONETWORK.NET
2 BUKALAPAK.COM
3 PT.DINOMARKET
TOP 10 RETAIL SITES IN Average Availability
Availability – Measures a site’s ability to service INDONESIA Response Time (%)
its customers without errors or outages. (sec)
http://indonetwork.co.id 6.34 97.16
http://www.mobilegaul.com 14.39 87.9
Benchmark Highlights http://www.bukalapak.com 18.991 91.14
http://www.dinomarket.com 19.216 90.4
• Indonesian retail webs sites performed http://www.bukukita.com 20.128 85.05
http://www.bejubel.com 20.966 84.96
poorly across the board. http://www.bhinneka.com 21.328 87.7
• Indonetwork.net, the lone bright spot, http://www.glodokshop.com 22.709 86.4
http://www.dealkeren.com 22.974 79
posted a 6.34 second response time. http://disdus.com 29.97 62.09
• Weak overall web server availability
dragged scores to below 90% at
85.18%.

23


Philippines
PHILIPPINES RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 TIPIDSALE.COM
2 PIZZA HUT
3 KENTUCKY FRIED CHICKEN

downloads.

RANK AVAILABILITY
1 TIPSIDALE.COM
2 TICKETNET INC.
3 PLAY-ASIA.COM
Availability – Measures a site’s ability to service TOP 10 RETAIL SITES IN Average Availability
its customers without errors or outages. PHILIPPINES Response (%)
Time (sec)
http://www.kfc.com.ph 15.001 95.48
Benchmark Highlights http://www.tipidcp.com 16.203 90.03
http://www.mcdelivery.com.ph 17.276 87.94
• Philippine retail web sites logged in http://www.ticketnet.com.ph 20.205 92.28
http://www.play-asia.com 20.431 91.36
dismal, double-digit response times, http://www.pricephilippines.com 20.627 90.94
ranging from 10 to 20 seconds. http://www.cdrking.com 21.396 86.71
http://pcx.com.ph 24.885 62.99
• Kentucky Fried Chicken’s site, http://www.pakyaw.com.ph 27.782 87.01
kfc.com.ph, posted the fastest load http://www.metrodeal.com 30.885 77.19
time of 15.001 seconds.
• The highest availability score for the
sector was an average of 93.04%.

24



Thailand
THAILAND RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 THAIWARE COMMUNICATION CO.,
LTD
2 ONLINE OOPS
3 PANTIPMARKET.COM

downloads.

RANK AVAILABILITY
1 PANTIPMARKET.COM
2 THAIONLINEMARKET.COM
3 ONLINE OOPS FINAL RESULT TABULATION
TOP RETAIL SITES IN Average Availability
THAILAND Response (%)
Time (sec)
its customers without errors or outages. http://www.thaiware.com 5.979 96.36
http://www.onlineoops.com 6.383 96.54
7.049 99.25
Benchmark Highlights http://www.pantipmarket.com
http://www.thaionlinemarket.com 10.544 97.74
http://www.pramool.com 11.976 95.85
• Online retailer, Thaiware.com, was the http://www.weloveshopping.com 15.233 92.55
top site polling 5.979 seconds. http://www.tarad.com 15.759 95.95
http://www.majorcineplex.com 20.818 87.83
• Only three out of 10 sites recorded sub- http://www.ibuy.co.th 21.094 74.81
Results from Taradplaza.com were not included due to insufficient
10 second response times indicating data collected to obtain a verifiable result.
significant weakness in the retail web
performance.
• Web site availability for the top three
sites was rated at 97.38%.

25


Vietnam
VIETNAM RETAIL RESULTS

and Availability.

RANK RESPONSIVENESS
1 FUNRING.VN
2 THEGIOIDIDONG.COM, INC.
3 5SEC - E-COMMERCE NETWORK

downloads.

RANK AVAILABILITY FINAL RESULT TABULATION
1 5SEC - E-COMMERCE NETWORK TOP 10 RETAIL SITES IN Average Availability
2 FUNRING.VN VIETNAM Response (%)
3 123MUA.VN Time (sec)
http://www.funring.vn 5.657 95.31
http://www.thegioididong.com 11.675 90.36
Availability – Measures a site’s ability to service http://www.5giay.vn 12.242 95.54
http://www.123mua.vn 13.254 95.21
its customers without errors or outages. http://www.pico.vn 13.583 93.82
http://dienthoaididong.com.vn 14.08 90.91
Benchmark Highlights http://www.nguyenkim.com 16.723 93.05
http://www.dienmay.com 21.27 89.49
http://www.vatgia.com 21.524 94.05
• Ringtone vendor, Funring.vn, was the http://www.nhommua.com 23.121 93.11
best performing Vietnamese retail site Results from Muachung.vn were not included due to insufficient
data collected to obtain a verifiable result.
at 5.657 seconds.
• Vietnamese retail web performance
mirrored Thailand, with the top sites
performing two to three times faster
than the rest of the field.
• Availability scores hovered at an
average of 93.09%.

26


WEB

PERFORMANCE:

TELCO
Singapore 5.3 8.5
Malaysia 11.4 28.2
Thailand 2.1 10.8
From Internet Service providers to national Philippines 5.1 28.7
telecommunication agencies, more and more Indonesia 7.1 36.0
players are embracing their web presence as an Vietnam 3.8 14.6
opportunity to provide value-added services. A
modern telco will feature account
management, redemption of loyalty rewards, Best Time Worst Time
music and ringtone downloads, Apps/Games 40
store, and even mobile TV. 35
30
Whatever the service or feature set offered,
25
telcos bear a heavy burden to provide an 20
exceptional user experienced that must include 15
fast and responsive web interactivity. If more 10
and more services are delivered via their web 5
portals, then availability and responsiveness 0
must rank as priorities in the web marketing
and deployment plans.

AVAILABILTY (BY COUNTRY)

Country Country Top 3 Average
Average
Singapore 99.18% 99.69%
Malaysia 91.68% 94.59%
Thailand 98.17% 99.63%
Indonesia 75.09% 96.53%
Vietnam 96.32% 98.84%

27



Best Performing Telco Site:
Singapore
SINGAPORE TELCO RESULTS

and Availability.

RANK RESPONSIVENESS
1 SINGAPORE TELECOM
2 PACIFIC INTERNET LTD
3 M1 LIMITED

downloads.

RANK AVAILABILITY
1 SINGAPORE TELECOM
2 INSING.COM FINAL RESULT TABULATION
3 M1 LIMITED TOP TELCO SITES IN Average Availability
Availability – Measures a site’s ability to service Time (sec)
http://info.singtel.com 5.344 100
its customers without errors or outages. http://sg.pacnet.com 5.606 98.2
http://www.m1.com.sg 6.623 99.08
Benchmark Highlights http://www.insing.com/singnet 6.884 100
http://www.starhub.com 8.53 98.62

• Despite its stellar performance in other
sectors, the telco web sites posted
relatively weak response times.
• The average response time for
Singapore telco sites was 6.6 seconds.
• Internet service providers and content
sites held their own against telco giants.

28



Malaysia
MALAYSIA TELCO RESULTS

and Availability.

RANK RESPONSIVENESS
1 TELEKOM MALAYSIA BERHAD
2 MAXIS BERHAD
3 MAXIS BERHAD

downloads.

RANK AVAILABILITY
1 DIGI TELECOMMUNICATIONS SDN FINAL RESULT TABULATION
BHD
TOP TELCO SITES IN Average Availability
2 MAXIS BERHAD MALAYSIA Response (%)
3 DIGI TELECOMMUNICATIONS SDN Time (sec)
BHD http://www.tm.com.my 11.382 90.28
http://maxis.net.my 12.023 94.52
http://www.maxis.com.my 13.883 94.04
Availability – Measures a site’s ability to service http://www.digi.com.my 19.925 94.09
its customers without errors or outages. http://www.celcom.com.my 20.458 87.96
http://www.p1.com.my 21.956 85.71
http://www.digi.com.my 28.17 95.16

• Response times for Malaysian telcos
were dismal across the industry.
• Telekom Malaysia Berhad, the sector’s
best performer, could only manage a
time of 11.382 seconds – the slowest
among top performers in the sector.
• Mobile phone service companies
featured prominently in the rankings
• Server responsiveness and availability
stood at 91.68% on average.

29



Indonesia
INDONESIA TELCO RESULTS

and Availability.

RANK RESPONSIVENESS
1 D-NET IT INFRASTRUCTURE &
SOLUTION
2 PT CENTRIN ONLINE
3 PT CYBERINDO ADITAMA

downloads.

RANK AVAILABILITY
1 PT CYBERINDO ADITAMA
2 PT CENTRIN ONLINE
3 D-NET IT INFRASTRUCTURE &
SOLUTION TOP 10 TELCO SITES IN Average Availability
INDONESIA Response (%)
Time (sec)
Availability – Measures a site’s ability to service http://www.dnet.net.id 7.085 96.46
http://www.cbn.net.id 9.923 98.62
its customers without errors or outages. http://www.indosat.com 10.763 94.5
http://www.biznetnetworks.com 23.734 78.95
Benchmark Highlights http://telkomspeedy.com 27.027 71.78
http://www.telkom.co.id 28.355 52.97
• Results were generally weak, ranging http://www.xl.co.id 30.223 61.76
http://www.telkomsel.com 30.357 73.3
from passable to unusable. http://www.telkomflexi.com 30.357 73.3
• The top performer DNet.com logged http://www.tri.co.id 36.03 49.27

7.085 seconds.
• The availability scores for the bottom
five indicate significant performance
degradation and server outages.
• Availability for the sector averaged
75.1%.

30



Philippines
PHILIPPINES TELCO RESULTS

and Availability.

RANK RESPONSIVENESS
1 DIGITAL TELECOMMUNICATIONS
PHILIPPINES INC.
2 SMART COMMUNICATIONS, INC.
3 MOZCOM INC.

downloads.

RANK AVAILABILITY
1 DIGITAL TELECOMMUNICATIONS FINAL RESULT TABULATION
PHILIIPPINES INC. TOP 10 TELCO SITES IN Average Availability
2 SMART COMMUNICATION, INC. PHILIPPINES Response (%)
Time (sec)
3 MOZCOM INC.
http://www.digitel.ph 5.079 97.13
http://smart.com.ph 7.99 97.03
Availability – Measures a site’s ability to service http://www.mozcom.com 8.166 95.54
http://www.pldt.com.ph 10.707 94.71
its customers without errors or outages. http://redmobile.com 12.125 95.31
http://www.globe.com.ph 18.351 91.83
Benchmark Highlights http://www.wi-tribe.ph 20.319 89.55
http://republikatm.ph 23.52 82.87
26.055 82.5
• Top performer, Digitel.com, posted http://www.bayan.com.ph
http://www.suncellular.com.ph 28.743 69.42
5.079 seconds which was a mere 0.265
seconds slower than Singapore’s best
performing site, Singtel.com
• Overall, the results are poor ranging
from five to nearly 30 seconds across
the rankings.
• Availability scores top out at 89.59%
though the top three performing sites
registered a positive 96.56%.

31



Thailand
THAILAND TELCO RESULTS

and Availability.

RANK RESPONSIVENESS
1 TRUE INTERNET
2 TRUE CORPORATION PLC
3 TRIPLET INTERNET

downloads.

RANK AVAILABILITY
1 TOT PUBLIC COMPANY LIMITED TOP 10 TELCO SITES IN Average Availability
THAILAND Response (%)
2 TRIPLET INTERNET Time (sec)
3 TRUE INTERNET http://www.trueinternet.co.th 2.075 99.43
http://www2.truecorp.co.th 2.615 99.4
http://www.3bb.co.th 4.083 99.45
Availability – Measures a site’s ability to service http://www.trueonline.com 5.229 98.28
its customers without errors or outages. http://www.tot.co.th 5.373 100
http://www.dtac.co.th 5.581 97.37
http://www.inet.co.th 7.795 97.28
Benchmark Highlights http://www.cattelecom.com 8.352 98,88
http://www.truewifi.net 8.425 97.21
• Top three Thailand sites recorded faster http://www.ais.co.th 10.768 94.41
response times than Singapore’s best
performer, Singtel.com.
• Best performing site in Thailand’s telco
sector was True Internet, a internet
service provider logging in at 2.075
seconds
• Internet service providers dominated
the rankings.
• The sector registered the second
highest availability score average across
the region at 98.17%

32



Vietnam
VIETNAM TELCO RESULTS

leading financial institution and banking Web sites
were benchmarked for Responsiveness and
Availability.

RANK RESPONSIVENESS
1 THIENDUONGWEB.COM
2 VIETTEL TELECOM
3 VIETTEL.VN

downloads.

RANK AVAILABILITY
1 VIETNAMOBILE
2 THIENDUONGWEB.COM FINAL RESULT TABULATION
3 VIETTEL GROUP TOP TELCO SITES IN Average Availability
Time (sec)
Availability – Measures a site’s ability to service http://www.thienduongweb.com 3.819 98.76
its customers without errors or outages. http://vietteltelecom.vn 4.781 97.44
http://viettel.vn 4.846 95.87
http://viettelmobile.com.vn 4.999 96.8
Benchmark Highlights http://www.mobifone.com.vn 5.116 90.52
http://viettel.com 5.816 98.69
• At 3.819 seconds, thienduongweb.com http://viettelonline.com 7.949 94.02
http://www.vietnamobile.com.vn 12.109 99.08
polled one of the fastest response times 14.626 95.78
http://www.vinaphone.com.vn
tested in this sector. Results from FPT Telecom were not included due to insufficient data
collected to obtain a verifiable result.
• The top five web sites recorded sub-five
second load times—the best performance
in the sector.
• Mobile phone service companies featured
prominently in the rankings.
• The average availability in the sector was
96.32%.

33


WEB

PERFORMANCE:

TRAVEL
Singapore 2.2 10.8
Malaysia 7.6 19.2
Thailand 6.0 21.6
In the ecommerce space, the travel industry was Philippines 8.1 21.6
one of the earliest to take the plunge and go Indonesia 5.8 24.6
online. Faced with none of the logistical hurdles
Vietnam 5.6 18.5
associated with other online retailers such as
shipping and inventory, adoption of online travel
storefronts soared through the last decade,
drawing old and new entrants alike. The Asian Best Time Worst Time
experience in this sector was no different.
30
The travel boom in Asia, spurred on by the rise of 25
budget airlines and short-haul regional and 20
domestic airlines, changed the way consumers
15
plan, shop and purchase their travel experience.
With convenience of the Web to shop and 10
complete the transaction, intermediaries such 5
physical travel agencies have faded in favour of 0
online travel storefronts. The ease of securing
travel products immediately over the web has
made online travel a growth industry. But
increasing competition has driven many to rely on
AVAILABILITY (BY COUNTRY)
sophisticated technologies such as shopping tools,
interactive videos to attract attention and retain
Country Country Top 3
visitors. The trade-off between increasing Average Average
functionality and features against light, Singapore 99.08% 99.80%
streamlined web sites that are highly responsive
Malaysia 94.70% 96.98%
and available is an ongoing challenge for every
Thailand 96.74% 98.41%
online travel vendor.
Indonesia 89.35% 96.01%
Vietnam 92.8% 98.61%

34


Best Performing Travel Site:
Singapore
SINGAPORE TRAVEL RESULTS

and Availability.

RANK RESPONSIVENESS
1 TIGER AIRWAYS
2 ASIA TRAVEL
3 JETSTAR

downloads.

RANK AVAILABILITY
1 SILKAIR
2 ASIA TRAVEL
3 JETSTAR
TOP 10 TRAVEL SITES IN Average Availability
Availability – Measures a site’s ability to service Time (sec)
its customers without errors or outages. http://www.tigerairways.com 2.248 99.41
http://www.asiatravel.com 2.95 99.7
http://www.jetstar.com 4.413 99.7
Benchmark Highlights http://www.tripadvisor.com.sg 4.431 99.7
http://www.singaporeair.com 5.006 97.57
• Regional airlines dominate the rankings. http://www.silkair.com 5.088 100
http://www.booking.com 6.521 99.11
Hotel and vacation booking sites are a http://www.agoda.com 7.389 99.4
close second. http://www.zuji.com.sg 10.476 99.41
http://www.airasia.com/sg 10.839 96.77
• At 2.248 seconds, Tiger Airways is the
most responsive site with a light, no-
frills homepage design.
• Overall, results were mixed with some
sites recording underwhelming times
exceeding 10 seconds.
• Availability scores however, were
excellent across the board.

35


Zd net asia-web-benchmark-report-2012-v1.0

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