Designing a Survey Tool for Monitoring Enterprise QoE

Abstract

Enterprise applications like SAP are part of the day-to-day work of a large number of employees. Similar to many modern applications, enterprise applications are often implemented in a distributed fashion and consequently suffer from network degradations resulting in impairments like increased loading delays. While the influence of these impairments on the perceived quality of users is well researched for consumer applications and network services, the impact of these impairments in a business environment is yet to be investigated. To address this gap we develop a non-intrusive software tool for continuously collecting subjective ratings on the performance of an enterprise application from a large number of employees. Based on the feedback from a company and results from two initial field studies we discuss the specific challenges when assessing the perceived quality of employees during regular working hours and point out our further research directions.