Research Report - End-User
Quality of Experience - the Ultimate Collaboration: How Real Deployments Are Succeeding and Why
Date: 12/10/2008 Length: 33 pages Cost: $795.00

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In October of 2008, EMA embarked upon some ground-breaking research to assess Quality of Experience (QoE) from multiple perspectives – as QoE touches both business and IT professionals.  The report included 207 respondents with a broad range of backgrounds, including a significant number (56 based on titles) who were not IT professionals and specifically belonged to business groups in Line of Business, e-business, people performance managers and other groups.  EMA also conducted nine focal interviews to provide narrative context with which to supplement the rich data collected.   Research was completed by December 1, 2008.

“QoE,” or “Quality of Experience,” is not centered in technology, but in the flesh-and-blood experience of the user consuming IT services.   More than Quality of Service (QoS) its focus is a lot like Mean Opinion Score (MOS) was originally intended as it applied to telecommunications services.  Like it or not, how IT customers “feel” about their services is in the end going to be how they’re going to vote with their pocketbook or their budget approvals.

QoE’s diversity is also reflected in diverse constituencies.  These include application managers, network managers, application development, line of business professionals, on-line operations, e-business and e-commerce professionals, people performance professionals, and compliance and process professionals.

Dennis Drogseth

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