Apdex Score

Apdex (Application Performance Index) is an open standard to measure the user satisfaction regarding a web application. It is a metric that provides a single score ranging between 0-1 (0 = no users satisfied, 1 = all users satisfied), giving business application owners an insight into the measure of their customer happiness and satisfaction levels.

Apdex Score, as a whole, is critical to measure the service levels and customer satisfaction which in turn measures the business growth. Moreover, these values are easy to decipher; unlike the traditional values of average response time and throughput, that does not accurately interpret a particular transaction that is performing slow and affect user satisfaction.

The Apdex Score is calculated using the following universal formula:

              Satisfied Count + Tolerating Count

 Apdex =                                              2                

            Total Samples

Easy to calculate and interpret, the data collected over a period of time are converted into a simple index based on the application responsiveness. Application responsiveness is categorized into three zones based on the Apdex score:

• Satisfied: This represents the time value (T seconds) below which users are not impeded by application response time. Depicts the user is fully productive.
• Tolerating: This represents response time greater than T (precisely, T to 4T), where the user notices performance lagging but continues the process, which depicts the response is tolerated by the user.
• Frustrated: This represents response time greater than 4T which is unacceptable, and users may abandon the process, which depicts the user is frustrated.

where, the value T can be defined by the application owners.

The score of 1 show all the users are satisfied with the application performance, whereas a score of 0 show no users are satisfied. Score of 0.5 shows all the users are tolerating the application performance. As the application responsiveness vary, the score ranges from 0 to 1.

Example

Let us say 500 ms is configured as the Apdex threshold. In this case,

• If the response time is less than 500 ms, it will be counted as Satisfied.
• If the response time is between 500 ms and (500*4) = 2000 ms, it will be counted as Tolerating.
• If the response time is greater than (500*4) = 2000 ms, it will be counted as Frustrated.

This calculation is then followed by getting to know the number of visitors for the corresponding response time. For a 5 minute poll interval, we get 288 data points per day. Say,

• If the response time is less than 500 ms for 40 times, then the satisfied count will be 40.
• If the response time is between 500 ms and 2000 ms for 200 times, then the tolerating count will be 200.
• If the response time is greater than 2000 ms for 48 times, then the frustrated count will be 48.

Thus,
Apdex = (Satisfied Count + (Tolerating Count / 2)) / Total Samples

= (40 + (200/2))/288 = (40 + 100) / 288 = 140/288 = 0.486 ~ 0.49

Therefore, the Apdex value obtained shows that it is time to speed up your website and improve its usability.