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There's a cots (commercial off-the-shelf) application that I work on customizing, where a couple of pages take an extremely long time to load for certain distributions of data. (I'm talking approximately 3 minutes for a page to load in this instance... and the time is growing exponentially).
Clearly this is unacceptable but are there studies out there where I can point what acceptable response time is?
I'd like some good studies possibly that discuss response time.
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According to Google, the average response time should be under 200 milliseconds as it gives the feeling of an instant response. A web response time ranging between 200 milliseconds and 1 second is considered acceptable as users still likely won't notice the delay.
Generally, APIs that are considered high-performing have an average response time between 0.1 and one second. At this speed, end users will likely not experience any interruption. At around one to two seconds, users begin to notice some delay.
The general rule of thumb is to optimize to around 1 second response time. This metric is related to the number of transactions or calls over a certain period of time. It is critical because you want to make sure that as the load increases, your application performance doesn't degrade.
An average response time of 200ms (0.2 of a second) or less should be considered to be a good response time, while a response time over 300ms (0.3 a second) is considered to be prohibitively large, and therefore, scans may take very long to complete.
Jakob Nielsen's research has answered this for any application (web apps aren't special in this regard):
So for web apps you should keep your page response times at 500 ms maximum on average near the servers, to have a web app that is a pleasure to use even with a network latency of 200-300 ms.
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Acceptable UI response times are based on human psychology and are therefore the same for web applications as they are for traditional desktop applications.
Depending on how the end user perceives the operation that is being performed, an acceptable response time might be 1 second (e.g. for closing a 'dialog window') or 10 seconds (e.g. for displaying the results of a calculation).
The usability guru Jakob Nielsen has written a good article about acceptable web application response times.
Published UI guidelines specify the same acceptable response times, for example:
Java Look and Feel Guidelines
GNOME UI Documentation.
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