Slide 24 of 41
Notes:
The scarcest and most valuable commodity is time. Studies in late 70’s and early 80s by Walt Doherty of IBM and others showed the economic value of Rapid Response Time:
0-0.4s High productivity interactive response
0.4-2s Fully interactive regime
2-12s Sporadically interactive regime
12s-600s Break in contact regime
There is a threshold around 4-5s where complaints increase rapidly. For some newer Internet applications there are other thresholds, for example for voice a threshold appears at about 100ms - above that point, the delay causes difficulty for people trying to have a conversation and frustration grows.
