Large-scale app-based reporting of customer problems in cellular networks: Potential and limitations

Yu Jin, Nick Duffield, Alexandre Gerber, Patrick Haffner, Wen Ling Hsu, Guy Jacobson, Subhabrata Sen, Shobha Venkataraman, Zhi Li Zhang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

4 Scopus citations

Abstract

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.

Original languageEnglish (US)
Title of host publicationProceedings of the 1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11
Pages13-18
Number of pages6
DOIs
StatePublished - Sep 26 2011
Event1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11, Co-located with SIGCOMM 2011 - Toronto, ON, Canada
Duration: Aug 15 2011Aug 19 2011

Publication series

NameProceedings of the 1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11

Other

Other1st ACM SIGCOMM Workshop on Measurements Up the Stack, W-MUST'11, Co-located with SIGCOMM 2011
CountryCanada
CityToronto, ON
Period8/15/118/19/11

Keywords

  • app-based reporting tool
  • cellular network
  • troubleshooting

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