To help video service providers understand the impact of errors, we look at not just number of errors but the % of the base affected and not affected by errors. We have two user segments here: Service Sufferers: These are unique households that have had at least one error (QoS or QoE only) in the selected time period.
Smooth Sailors: These are unique households that have had no error (QoS or QoE only) in the selected time period.
Clarissa has classified all errors into 4 types of Error categories.
QoS Errors – These errors relate to issues outside of the control of the operator, e.g., bad weather for satellite services or broadband issues for services delivered over IP. Although these problems largely exist beyond the service provider’s control, knowing what they are and how often they occur can help you understand external factors affecting users.
QoE Errors – These errors are associated with issues that impact the viewing experience that are within the control of the operator, such as application or streaming errors. It is important for service providers to understand these errors to improve the viewer experience.
Viewer Variance – These errors are caused by problems that are user-controlled based on end users failing to use the product or platform as per design. Examples here are not inserting the smart card properly or not updating to the correct app version. We can still learn a lot from these errors with regards to user behaviour and viewer experience.
Upsell Errors – These errors offer the most opportunity to the Service Provider. These are errors that allow them to upsell parts of their offering to users. For example, a user with insufficient disk space for recording would be the ideal candidate for a cDVR quota upgrade.
