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New Harris Poll Reveals 67 Percent of Online Shoppers Will Leave a Website Due to Slow Performance


SAN FRANCISCO—August 06, 2013— Riverbed Technology (NASDAQ: RVBD), the application performance company, today announced the results of one of the most extensive surveys to date on website performance and mobile shopping. According to the Riverbed® sponsored Harris Poll, once online, shoppers consult three websites on average before making a purchase and poor website performance causes the shopper to go to a competitor.

A majority of U.S. adults (68 percent) expect to shop online for gifts this upcoming holiday season. Over 40 percent of U.S. adults who shop online evaluate their purchase with a local retailer before buying online, a practice known as showrooming. The survey results highlight the importance of creating a positive online shopping experience for shoppers who visit stores to try out the product then make the purchase online.

Today, an increasing number of shoppers are using mobile phones and tablets to make purchases. The survey found that:

  • 67 percent of shoppers said they would stop using a website if pages were loading slowly on their smart phone.
  • 29 percent of shoppers using a mobile device would buy from a brick-and-mortar store after experiencing website issues, such as slow speed and reliability.
  • 22 percent would buy from a competitor’s website after experiencing website issues and 20 percent would abandon the purchase all together.

Further emphasizing the importance of a positive shopping experience, nearly three quarters (70 percent) of online shoppers would buy from a store if they had a previous positive experience even if they knew they could get the item cheaper elsewhere.

"We've just completed one of the most extensive surveys to date on website performance and online shopping behavior and how consumer decisions are influenced by factors other than price," said Jeff Pancottine, senior vice president and general manager of the application delivery business unit at Riverbed. "The results are very clear – maintaining fast website performance is increasingly important. In fact, 70 percent of consumers said they would buy from a retailer they have had a previous positive shopping experience with knowing they could get the item cheaper elsewhere.”

In order to avoid losing customers once they visit a website, Riverbed recommends making sure a website is high performance and scalable to take peak loads over the holiday season. In addition to spending time optimizing prices and shipping, ecommerce sites need to optimize their websites so shoppers do not leave because the site cannot deliver pages fast enough. It is important to measure performance and improve both website speed and performance of integration with the back office systems.

This survey was conducted from June 25 to 27, 2013 online in the United States among 2,074 adults ages 18 and older by Harris Interactive on behalf of Riverbed. For complete survey methodology, including weighting variables, please contact Lori Bertelli, PR manager at Riverbed Technology.

For additional information on Riverbed web content optimization, please visit http://www.riverbed.com/products-solutions/products/application-delivery-stingray/Stingray-Aptimizer.html

More than 22,000 organizations worldwide depend on Riverbed to understand, optimize and consolidate their IT infrastructure, through solutions that overcome performance issues caused by distance, distributed computing, and ever increasing amounts of data. As IT organizations embark on strategic initiatives to virtualize, consolidate and migrate workloads into cloud environments, users are moved farther from their data. Slow applications, slow file transfers and inefficient websites can negatively impact the performance and success of these initiatives. Riverbed transforms IT performance by providing solutions spanning WAN optimization, storage delivery, application-aware network performance management, application performance management, application delivery controllers, web content optimization (WCO), and cloud data protection. By providing the broadest portfolio of performance solutions that deliver anywhere, any-application optimization, Riverbed enables organizations to increase productivity and efficiency, while enhancing business resilience and controlling costs.

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About Riverbed

Riverbed delivers application performance for the globally connected enterprise. With Riverbed, enterprises can successfully and intelligently implement strategic initiatives such as virtualization, consolidation, cloud computing, and disaster recovery without fear of compromising performance. By giving enterprises the platform they need to understand, optimize and consolidate their IT, Riverbed helps enterprises to build a fast, fluid and dynamic IT architecture that aligns with the business needs of the organization. Additional information about Riverbed (NASDAQ: RVBD) is available at www.riverbed.com.

Riverbed and any Riverbed product or service name or logo used herein are trademarks of Riverbed Technology, Inc. All other trademarks used herein belong to their respective owners.

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Riverbed. WAN optimization for your network: Application acceleration, WAN bandwidth optimization, and IT consolidation. Riverbed is the IT performance company. WAN optimization solutions from Riverbed liberate businesses from common IT constraints by increasing application performance, enabling consolidation, and providing enterprise-wide network and application visibility – all while eliminating the need to increase bandwidth, storage or servers. Thousands of companies trust Riverbed to deliver greater productivity and cost savings by making their IT infrastructure faster, less expensive and more responsive. Riverbed solutions are also available as managed services through select providers.

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