Which retailers are showing customers the love this Valentine’s Day?

February 12, 2016 10:58 AM

Love is in the air as we gear up for Valentine’s Day on February 14. As lovebirds look to book their last-minute dinner plans, send roses or buy their sweethearts a little something sparkly, retailers are under increased strain to show customers how much they care by delivering the best customer experience possible on their website.

Valentine’s Day is a niche retail event and is certainly not as big as Black Friday and Cyber Monday. But, for specialty retailers, Valentine’s Day is still a highly competitive time. Dynatrace did a study with one major retailer and saw that when customer sessions started to have performance issues, online conversions would drop.

We know from our Holiday Shopping Survey that 49% of millennials will abandon a site if it fails to load in just three seconds. But, no matter what time of the year it is, shoppers will not tolerate a poor performance and will desert slow website sessions to seek similar products from competitors.

This year, the Dynatrace team is tracking more than 50 retailers and specialty websites around Valentine’s Day. In looking at the past two weeks of performance and availability of these companies, we’re seeing some retailers are already stepping it up – with Victoria’s Secret and HotelTonight leading the way across all categories:

And here are the frontrunners in response time in each of the categories we’re tracking thus far:

Beauty & Wellness: Massage Envy at 3.6 seconds.
Chocolates & Confectionary: Russell Stover at 2.8 seconds.
Dinner Reservations: Yelp at 3.8 seconds.
Entertainment: Netflix at 4.5 seconds.
Flowers: at 2.8 seconds.
Greeting Cards: American Greetings at 3.4 seconds.
Jewelry: Tiffany& Co. at 3.5 seconds.
On-Demand & Ride Services: Lyft at 2.2 seconds.
Specialty Gifts: Victoria’s Secret at .3 seconds.
Travel & Hotel Reservations: HotelTonight at 2.0 seconds.

It’s clear that performance matters for shoppers, even when it comes to chocolates and roses. For more information, click here to read our blog, or stay tuned here on Internet Retailer as we continue to track these retailers and specialty stores through Valentine’s Day. Will retailers love their customers, or will they love them not?

Dynatrace provides web performance monitoring services to 123 retailers in the 2015 Internet Retailer Top 500.




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