In-service Feedback QoE Framework
Hwa-Jong Kim, Kyoung-Hyoun Lee, Jie Zhang · 2010
Recently, it has become essential for network service providers to know the reason of service dissatisfaction in order to improve service quality. For this purpose, the Quality of Experience (QoE) was introduced. Conventional methods of measuring QoE were usually based on network parameters and trained testers. However, this is unrepresentative of the true end user experience. For the QoE value to be meaningful, end users should be involved in the measuring process. In the paper, a new QoE management framework, called “in-service feedback QoE framework”, is introduced, where end users give feedback instantaneously whenever service dissatisfaction occurs. This user-triggering scheme initiates investigation to find out which factors dominantly deteriorated the quality. Gathered feedback information from distributed end users, network parameters from routers, and application information form servers can be analyzed collectively to find out the reason and location of faults.