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Amazon describes response time requirements for internal services in terms of the 99.9th percentile, even though it only affects 1 in 1,000 requests. This is because the customers with the slowest requests are often those who have the most data on their accounts because they have made many purchases—that is, they’re the most valuable customers [19]. It’s important to keep those customers happy by ensuring the website is fast for them: Amazon has also observed that a 100 ms increase in response time reduces sales by 1% [20], and others report that a 1-second slowd...


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amazon definition of response time and relation to customer satisfaction