Collecting subjective ratings in enterprise environments
Kathrin Borchert, Matthias Hirth, Thomas Zinner, Anja S. Göritz · 2017
Similar to many modern applications, enterprise applications like SAP are often implemented in a distributed fashion and consequently suffer from network degradations resulting in impairments like increased loading delays. While the influence of these impairments on the perceived quality of users is well researched for consumer applications and network services, their impact in a business environment is still unclear. To address this gap we develop a non-intrusive software tool for continuously collecting subjective ratings on the performance of an enterprise application from a large number of employees. Based on the feedback from two field studies in a company we briefly discuss challenges of QoE monitoring in the context of enterprises. As a first step towards building QoE models, we combine the subjective ratings with technical monitoring data and observer a negative correlation between the user satisfaction and the overall load of the server infrastructure.