When survey scores for online performance began to decline, Nordstrom wanted to know why and brought in SOASTA to gather actionable data behind the customer feedback.

 

Challenge

  • Leading up to one of their biggest days of the year (Anniversary Sale), Nordstrom noticed a negative change in customer satisfaction survey scored for online performance
  • Synthetic monitoring & internal testing, wasn’t giving Nordstrom the full picture—it needed to understand customer perceived performance & obtain actionable data to meet expectations

Solution

Result

  • Using mPulse, Nordstrom was able to marry client-& server-side data to make data-driven decisions about how online performance affects the business
  • Read case study

Khyati Vyas Senior Program Manager Nordstrom

"Pre-mPulse, there wasn’t a good sense of customer-perceived performance using metrics."

Similar Customers