HOW TO AVOID USER DISSATISFACTION WITH STRESS TESTS
More than a year into the pandemic, the Chilean government has faced constant challenges in delivering aid to those most in need. Thousands of people have applied for different benefits throughout this period, always facing the same incidents: crashes and failures in the websites, as well as long waits and unanswered calls on the telephone channels. During the month of June, several users through social networks have reported failures of the website of the Social Registry of Households (RSH), a key platform to access benefits such as the Universal Family Emergency Income (IFE), facing once again the same problems they have had all year when applying for government aid.
Users on Twitter have been angry, and mostly offended, at the long waits and constant errors in the platforms, blaming mainly the government in power for its mismanagement and lack of interest in its citizens. But how could the government have anticipated possible failures in its customer service channels? How could it know how many users a website or even a call centre supports before presenting failures that could cost them the support and trust of their users? The answer is simple: Real Load Stress Testing.
Atentus, a leading company in the Visibility Management of IT Services and Digital Channels, has been carrying out Real Load Stress Tests to different sites for more than 20 years. For this purpose, the monitoring company has its own methodology, unique in the market, which measures the performance of an application or web platform against different levels of concurrency during a determined period of time. The service consists of a series of load tests, also known as stress tests, which determine the responsiveness and browsing experience when faced with a high number of simultaneous users. The difference with a common load and stress test is that Atentus uses robots that generate an automatic and massive navigation behaving the same way as a real userThe difference with a common load and stress test is that Atentus uses robots that generate an automatic and massive navigation, behaving in the same way as a real user, "stressing" the selected application or platform, in order to know their behaviour and reaction to multiple sessions at the same time. What is achieved by this exercise is to improve the platforms before a high turnout event such as a massive application for government benefits, thus avoiding user dissatisfaction and therefore support for the government in question. Today we have a capacity of at least 10,000 concurrent national users and no less than 10,000 international users available to test any web system.
For more information on Stress testing click here.