APAC mobile operator realizes enhanced customer experience through
smoother video playback and faster page load times
The operators’ controlled trial measured customer experience under congested network conditions using a variety of mobile devices including smart phones and tablets. Users performed a variety of Internet-based tasks, including general web browsing and especially video streaming, in both optimized and non-optimized conditions.
Participants experienced several benefits when undertaking the tasks in optimized conditions. These included quicker video start time and noticeably less buffering and stuttering on playback. The vast majority of users stated that they preferred watching videos that played immediately and smoothly, and viewing web pages with faster load times, at the expense of marginal visual degradation. Users noted that they preferred this scenario over higher visual quality with interrupted playback and slower page load times. Overall the Mean Opinion Scores increased by 35 percentage points. A similar increase was also observed in the Net Promoter Score which measures how likely a participant is to recommend the service to a friend.
Wireless network operators in the
“Taken together, factors such as bigger screens and increased subscriber awareness of rich media are causing dramatic surges in usage of mobile data in most APAC regions leading to increased network costs and decreased user experience as parts of the network infrastructure become overloaded and congestion occurs,” said