A new survey conducted by Edgeware and streaming media expert Dan Rayburn, has found that 29.2 per cent of streaming TV providers aren’t using any kind of QoE analytics solution.
The survey, conducted in May 2020 with 250 broadcasters, OTT service providers, cable companies, publishers and brands, explored the video quality issues facing streaming TV providers’ customers and how QoE problems are currently diagnosed and solved.
Almost 20 per cent of participants said they know that their customers have QoE issues but can’t tell what impact they’re having on user experience. Despite 70.8 per cent of participants having an analytics solution, 55 per cent of them have no means to correct any quality-affecting issues in real time.
The report also found:
- 73.2 per cent of participants confirmed that their customers have suffered from bad delivery at some point, with only 26.8 per cent saying that their customers have rarely/never suffered from a bad QoE due to content delivery issues.
- Almost 40% (39.6%) of participants said their customers make a couple of attempts to playback video and then eventually quit when experiencing QoE issues, impacting customer loyalty and brand affinity.
- 25% of participants said they don’t shape streams / bitrates, so all users in all markets/networks get the same bitrates. In addition, more than a third (34.8%) manually re-configure master manifests at certain events to reduce traffic, which can be resource-heavy and detrimental if left unmanaged.
“Video quality is a value parameter which enables OTT service providers to attract advertisers and audiences alike. So, when video quality is jeopardised, it’s essential to react quickly and fix it without highlighting any problems to the customer,” said Rayburn. “For multi-CDN distribution, the streaming TV providers which take advantage of a QoE analytics solution can strengthen their business.”