More than six weeks after renaming and upgrading its Web analytics service and cutting its price to zero, Google continues
to labor to make it meet the expectations of the company and of users.
On Nov. 14, Google festively announced that it had improved its Urchin on Demand service, renamed it Google Analytics and
made the previously $199-per-month service a freebie.
However, the service's ballyhooed launch as a free offering ended badly. Overwhelming demand created serious performance and
availability problems which angered users and forced Google to suspend sign-ups.
The company said at the time that it would resume accepting new users "very shortly." That was in mid-November. Google Analytics
remains closed to new clients.
Why? Google is still adding computing capacity to the Google Analytics platform, to make sure it doesn't again buckle under
the demand from new users.
This week, a Google official declined to even give a ballpark estimate of when Google will resume sign-ups for the service,
saying only that he expects that to happen "soon," at some point before mid-year.
"We're increasing capacity to add more customers as quickly as we can. We want to make sure every customer that comes on has
an ideal experience, so we’re working hard on the capacity issue," said Richard Holden, Google Analytics' director of product
management, on Tuesday.
While prospective users remain locked out, existing users have faced lingering issues and inconveniences.
For example, a restriction on the number of Web sites that existing customers can track has been lifted progressively over
the past several weeks, and by Tuesday it had been removed for all users, according to Google.
Meanwhile, the freshness of reporting data has also improved progressively, so that users can receive reports several times
per day instead of once every two days, as was the case back in November.
"Yes, reporting time has lagged since it was launched as free service, but it’s getting better, noticeably faster. There were
points when it was taking a day or two to get caught up and now you see reports updated a couple of times a day," said Caleb
Whitmore, manager of search marketing and Web analytics at POP, a Web site design and hosting firm.
POP, based in Seattle, began using Google Analytics about five months ago to provide traffic analysis services to its clients.
Google Analytics monitors Web site visits and can be used to track, for example, the effectiveness of online marketing campaigns
and to determine how to modify Web pages to improve sales conversions.
Others are hoping that in addition to boosting the computing backbone, Google will also beef up its customer service staff.
Jeremiah Foster signed up for Google Analytics when it was launched as a free service and has been impressed with its quality
but not with its customer service, which he called "somewhat disappointing" in an e-mail interview.
"I think Google has never wanted, nor been forced, to supply customer service," wrote Foster, who uses Google Analytics to
track usage of five Web sites, including the one from his company, a free software consultancy called DevModul and based in
Sweden. "They don't do a good job customer service-wise."
John Martyniak, chief technology officer of Before Dawn Solutions, echoes that feeling. "In my opinion, the service/support
area needs the most work at this point," he wrote in an e-mail interview.
The company signed up for Google Analytics about two months ago, and Martyniak had several questions as they were setting
up the system. "It took more than a week to get a response," he wrote.
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