Quality of Experience - how four colors make sense of terabytes of metrics

30 March, 2021

Blog

By Alexander Nordstr m

Quality of Experience (QoE) is central to the insights that video operators get from the Agama solution. But what does QoE mean in the Agama solution and in a broader context, and what makes it so special?

What is QoE? In its most general sense, QoE is a measure of a customer's satisfaction with a service as a whole. This is also closely related to the Net Promoter Score (NPS) concept - how likely a customer is to recommend the service to others.

There are many aspects of a video service that can affect overall customer satisfaction. These include available content, price, and customer service. The Agama solution helps operators excel in these areas by measuring engagement, streamlining operations and providing insights to customer-facing teams.

But when it comes to measuring QoE, the Agama solution is focused on another key driver of customer satisfaction: technical quality. With this focus, QoE is a holistic measure of how well services are encoded, delivered and played back.

How is QoE different from QoS or MOS? Quality of Service (QoS) is not a single metric but rather a class of metrics that measure the technical performance of a service. QoS measurements usually differ between technology domains. Examples of QoS measurements in an IPTV network are packet loss and jitter. For a streaming service, examples include buffering ratio and Exits Before Video Start. An experienced engineer may know what level of jitter or buffering ratio is problematic in a given ecosystem, but QoS metrics don't directly convey how the end-user perceives the service.

Mean Opinion Score (MOS) does take the end user's experience into account, but unlike QoE, it typically focuses on a single aspect of a service, such as a video encoding quality. As such, it may not only be domain-specific but can even be codec-specific.

LINK:	https://agama.tv/quality-of-experience-how-four-colors-make-sense-of-t...
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