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Cable Operator Study
Symmetricom, Inc. has released its Cable Operator Video Quality Study, conducted by Multimedia Group, Inc., which assesses cable operators’ criteria for Video quality test, measurement and monitoring, which returned similar results to the 2007 IPTV Video Quality Study.
According to the study, video quality monitoring continues to be central to cable operators, who don’t feel, that currently, they have the right tools to accurately measure video quality from a customer angle. Cable operators also indicated service quality problems are main concern, and cause for customer support calls, and with millions of customers across the country, end user monitoring, is essential in the cable operator’s business.
Key results of the cable operator study show:
• 90.4% reported end-user video quality monitoring as either “critical,” “very important,” or “important” to their video initiatives.
• 61.9% said they learn of video quality problems via customer phone calls; only 31% said they use network monitoring tools to discover quality problems.
• 80% said that service quality problems are the reasons for high support calls.
• 40% said Video-on-Demand (VOD) is the service causing the most quality problems today, while 51.6% said HDTV is expected to produce the most quality problems one year from now.
• 58.1% said that end-user quality of experience (QoE) is “critical” and needs to be monitored.
• Top issues with current monitoring solutions deployed today are: they are not an accurate measure of end-user experience, and they are too costly.
• 68% said that cost is the biggest reason for customer churn, while service quality problems were next with 40%.
Current President and Principal Analyst of MRG Gary Schultz expressed views on the study findings, “This independent study points out cable operators are aware that video quality issues are important and are affecting their business, driving up operating costs. The study also indicates that cable operators feel they don’t have a monitoring solution today that provides an accurate measure of the customers’ experience.”
“Although cable operators are pioneers in the video business, VOD and HD services are causing new video quality problems which need to be addressed, preferably before the customer even knows they exist,” added David Cox, Symmetricom’s EVP GM of the Quality of Experience (QoE) Assurance Division. “With competitive pressures increasing, cable operators need a comprehensive video monitoring solution to ensure they meet customer expectations, or face possible increases in churn and operational costs.”
Survey Methodology
In December 2007, Symmetricom commissioned MRG to do an independent survey of executives (VP, Director, Manager-level) from operations groups in top tier U.S. MSOs. A total of 9 MSOs responded, all within the top 20 MSOs in the U.S. The study was conducted using a written survey questionnaire, and many were interviewed additionally by phone.
The focus of the survey was to gain a perspective on the importance of quality issues for cable operators, as well as the use of video quality monitoring and just where the issues are arising from.
To view a full summary of the report, click on http://qoe.symmetricom.com/lp/cable_operators_study/
About Symmetricom’s QoE Assurance Division
Symmetricom’s QoE Assurance Division provides perceptual video quality monitoring and diagnostic solutions for cable operators, telcos and other CSPs to deliver mission-critical QoE solutions for IP-based switched digital video services. For more information, visit http://qoe.symmetricom.com.
About Symmetricom, Inc.
As a worldwide leader in precise time and frequency products and services, Symmetricom has provided “Perfect Timing” to customers around the world, since 1985, the company’s solutions have helped define the world’s time and frequency standards, delivering precision, reliability and efficiency to wireline and wireless networks, instrumentation and testing applications and network time management. For more information, visit www.symmetricom.com.
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