Average Revenue Per User (ARPU) is everything – Identify Unknown Errors and Tackle Them Head-on to Deliver Best Video Experience Possible [#ARPU]

Average Revenue Per User (ARPU) is everything – Identify Unknown Errors and Tackle Them Head-on to Deliver Best Video Experience Possible [#ARPU]

The average revenue per user (ARPU) is everything to streaming video providers, whether subscription-based or ad-based.

But few may realize that a service’s reliability, stability, and performance can be the difference between revenue growth and decline.

A recent report found that 6% of subscribers have canceled a streaming video service due to technical issues, such as startup times—or in-stream failures.

This percentage may vary per demographic, with older generations having a lower tolerance for error due to their experience with low-error applications, such as traditional TV.

But if consumers are willing to leave because of, say, repeated buffering, this would be a massive problem for streaming stalwarts and newcomers alike.

This may be unfortunate news for the plethora of OTT services that debuted in the last few years, ready to impress consumers with an abundance of new content.

If launched without a plan to address errors, these streaming video providers can potentially damage their brands on a global scale.

With little time or resources to properly debug and fix errors before release, it is critical that OTT services can determine the cost of their errors as well as their root cause.

But they must also identify unknown errors and tackle them head-on to deliver the best video experience possible.

1. Take a closer look at the error details
It is useful to review the error details from individual sessions, which can provide more insight into the problems at hand.

From available user bandwidth to video quality consistency and/or the frequency and severity of buffering, this information can help streaming video services determine whether or not the issues are continuous.

It will also help reveal if the issue is sourced from the service or came from external factors that are out of its control.

2. Explore the stack traces of web or app use
What happens if multiple issues potentially fit the same error code or message?

In that instance, OTT providers can do a deep dive into the stack traces of web or app use. This will help remove the anonymity of the error by mapping it to an actual cause.

3. Review network information
If neither of these approaches has provided enough information to persevere, there is one more option: review where the error occurred by looking at the last network requests for every viewer session.

Issues can be difficult to replicate in isolation.

But if each individual error is clearly displayed as it occurred in real-time, it allows for critical analysis and successful debugging of the specific issue.

Errors cost more than OTT providers realize—here’s how to tackle them – TVTechnology.com:
TV Technology

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