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Optimize customer experience

You have been running in the cloud for awhile now, or you just completed your migration from on-premise to the cloud. You have gone through your planning stages, identified your dependencies, tested your assumptions, and everything is looking great. But there are still some big questions:

  • How are your customers experiencing your service?
  • Did the performance of your front-end applications improve, or did performance stay the same?
  • Or did it worsen in ways you did not expect?

New Relic provides a suite of front-end products—Browser, Mobile, and Synthetics—to help you monitor and improve your front-end applications. With dashboards, you can bring together information from each one of these product to give you an overall view of what your customer is experiencing. Follow the steps in this doc to optimize your customer experience after you migrate to the cloud.

1. Identify applications scoped for improvement

When you identify applications that you want to improve, start with applications where you have some clearly defined KPIs (Key Performance Indicators) that are relevant to the overall performance of your business. Selecting an application that tells a complete story of your performance, regarding key performance indicators, builds trust that you are doing the right level of monitoring and gathering the right metrics. When measuring front-end application performance, most companies think about these common KPIs:

Use those common KPIs as a guideline when identifying applications. Take each one of the metrics and consider it from the perspective of your company's CEO and business team. What is the actual impact on your company's business if your application becomes unavailable? How many users will your site lose if your page loads start to take over four seconds? How many dollars are lost if your applications are not able to handle throughput spikes and some users get no response during those spikes?

These are serious questions to answer, and, if you are only measuring metrics on the server/application side, you are very likely not seeing what your customers are seeing on the frontend of the application. That is why Browser, Mobile, and Synthetics are key to understanding the complete picture of your application performance. With dashboards, you bring all of these metrics together and give your company a single place to see every metric that is crucial to your success.

2. Deploy monitoring: Browser, Mobile, and Synthetics

To start monitoring, you need to deploy Browser, Mobile, and Synthetics agents. With Browser, you gain deep insight into how your users are interacting with your application or website. Mobile monitoring allows you to monitor and manage the performance of your iOS and Android applications. Synthetics is a suite of automated, scriptable tools to monitor your websites and API endpoints.

Just like with all of New Relic's agents, Browser, Mobile, and Synthetics are quick to deploy. Here is a quick overview of each and links to documentation to help you get going:

3. Identify your relevant metrics

It is vital to identify which metrics are the most important to your business and use these metrics to define your KPIs. Answer the following questions to begin identifying the relevant metrics:

  • What are your KPIs?
  • Are you setting SLAs for them?

Here is a look at some examples of KPIs:

With New Relic products in place across your ecosystem, you can collect a large number of these metrics right out of the box.

Once you have all of the data flowing, dashboards is the place where you start creating dashboards from before and after your migration to show your teams the value of moving to the cloud.

4. Create dashboards showing KPIs from before and after your migration

So, what might a starter dashboard look like for this part of your migration project? Consider this example:

optimize_exp.png

one.newrelic.com > Dashboards: Create customizable dashboards to monitor performance and business data.

The rows represent the “before” and “after” perspectives. The widgets in these rows get you answers to the key questions behind your KPIs:

  • What is my site's availability?
  • Which global locations are experiencing the slowest performance?
  • How can I use Apdex scoring to measure customer satisfaction levels with my application's performance? How many are satisfied? How many are OK (tolerating)? How many are frustrated with my site?

With just a few setup steps, you can get your monitors running, and then head over to New Relic dashboards and design your widgets.

Check out the Introduction to New Relic One dashboards which shows you many examples of these kinds of queries, using data from your own account. You can quickly get a feel for how to start building queries, widgets, and dashboards.

After you identify your SLAs and KPIs, Browser and Mobile monitoring let you quickly start collecting data from your webpages and mobile apps, and Synthetics lets you schedule the monitors you need so that you can find out about problems before your customers start telling you about them. Bringing it all together in dashboards, you can start building the before/after perspective you need to prove the value of moving to the cloud and gain information that will help you optimize your customer’s experience.

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