TY - GEN
T1 - Large-scale app-based reporting of customer problems in cellular networks
T2 - 1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11, Co-located with SIGCOMM 2011
AU - Jin, Yu
AU - Duffield, Nick
AU - Gerber, Alexandre
AU - Haffner, Patrick
AU - Hsu, Wen Ling
AU - Jacobson, Guy
AU - Sen, Subhabrata
AU - Venkataraman, Shobha
AU - Zhang, Zhi Li
PY - 2011
Y1 - 2011
N2 - In this paper, we study the Location-based Reporting Tool (LRT), a smartphone application for collecting large-scale feedback from mobile customers. Using one-year data collected from one of the largest cellular networks in the US, we compare LRT feedback to the traditional customer feedback channel - customer care tickets. Our analysis shows that, due to the light-weight design, LRT encourages customers to report more problems from anywhere and at any time. In addition, we find LRT users access network services more intensively than other mobile users, and hence are more likely to experience and are more sensitive to network problems. All these render LRT feedback a valuable information source for early detection of emerging network problems.
AB - In this paper, we study the Location-based Reporting Tool (LRT), a smartphone application for collecting large-scale feedback from mobile customers. Using one-year data collected from one of the largest cellular networks in the US, we compare LRT feedback to the traditional customer feedback channel - customer care tickets. Our analysis shows that, due to the light-weight design, LRT encourages customers to report more problems from anywhere and at any time. In addition, we find LRT users access network services more intensively than other mobile users, and hence are more likely to experience and are more sensitive to network problems. All these render LRT feedback a valuable information source for early detection of emerging network problems.
KW - app-based reporting tool
KW - cellular network
KW - troubleshooting
UR - http://www.scopus.com/inward/record.url?scp=80053015742&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=80053015742&partnerID=8YFLogxK
U2 - 10.1145/2018602.2018607
DO - 10.1145/2018602.2018607
M3 - Conference contribution
AN - SCOPUS:80053015742
SN - 9781450308007
T3 - Proceedings of the 1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11
SP - 13
EP - 18
BT - Proceedings of the 1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11
Y2 - 15 August 2011 through 19 August 2011
ER -