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.

References

[1]

M. Chan and R. Ramjee. Tcp/ip performance over 3g wireless links with rate and delay variation. In MobiCom '02, pages 71--82, 2002.

Digital Library

Google Scholar

[2]

X. Liu, A. Sridharan, S. Machiraju, M. Seshadri, and H. Zang. Experiences in a 3g network: interplay between the wireless channel and applications. In MobiCom '08, pages 211--222, 2008.

Digital Library

Google Scholar

[3]

H. Falaki, R. Mahajan, S. Kandula, D. Lymberopoulos, R. Govindan, and D. Estrin. Diversity in smartphone usage. In MobiSys '10, pages 179--194, 2010.

Digital Library

Google Scholar

[4]

J. Huang, Q. Xu, B. Tiwana, M. Mao, M. Zhang, and P. Bahl. Anatomizing application performance differences on smartphones. In MobiSys '10, 2010.

Digital Library

Google Scholar

[5]

A. Mahimkar, Z. Ge, A. Shaikh, J. Wang, J. Yates, Y. Zhang, and Q. Zhao. Towards automated performance diagnosis in a large iptv network. In SIGCOMM'09, pages 231--242, 2009.

Digital Library

Google Scholar

[6]

Y. Jin, N. Duffield, A. Gerber, P. Haffner, W.-L. Hsu, G. Jacobson, S. Sen, S. Venkataraman, and Z.-L. Zhang. Making sense of customer tickets in cellular networks. In INFOCOM'11 Mini-Conference, 2011.

Crossref

Google Scholar

[7]

Q. Xu, A. Gerber, M. Mao, and J. Pang. Acculoc: practical localization of peformance measurement in 3g networks. In MobiSys '11, 2011.

Digital Library

Google Scholar

[8]

T. Qiu, J. Feng, Z. Ge, J. Wang, J. Xu, and J. Yates. Listen to me if you can: tracking user experience of mobile network on social media. In IMC'10, 2010.

Digital Library

Google Scholar

[9]

J. Erman, A. Gerber, M. Hajiaghayi, D. Pei, and O. Spatscheck. Network-aware forward caching. In WWW '09, 2009.

Digital Library

Google Scholar

[10]

G. Khanna, M. Yu Cheng, P. Varadharajan, S. Bagchi, M. P. Correia, and P. J. Veríssimo. Automated rule-based diagnosis through a distributed monitor system. IEEE Trans. Dependable Secur. Comput., 2007.

Digital Library

Google Scholar

[11]

I. Cohen, M. Goldszmidt, T. Kelly, J. Symons, and J. S. Chase. Correlating instrumentation data to system states: a building block for automated diagnosis and control. In OSDI'04, 2004.

Digital Library

Google Scholar

[12]

B. Aggarwal, R. Bhagwan, T. Das, S. Eswaran, V. N. Padmanabhan, and G. M. Voelker. Netprints: diagnosing home network misconfigurations using shared knowledge. In NSDI'09, 2009.

Digital Library

Google Scholar

[13]

P. Bahl, R. Chandra, A. Greenberg, S. Kandula, D. A. Maltz, and M. Zhang. Towards highly reliable enterprise network services via inference of multi-level dependencies. In SIGCOMM'07, 2007.

Digital Library

Google Scholar

[14]

S. Kandula, R. Mahajan, P. Verkaik, S. Agarwal, J. Padhye, and P. Bahl. Detailed diagnosis in enterprise networks. In SIGCOMM'09, 2009.

Digital Library

Google Scholar

Cited By

View all

Zhu LZhao JWang YFeng JDeng CLi H(2019)Smart Prediction of the Complaint Hotspot Problem in Mobile NetworkProceedings of the 2019 Workshop on Network Meets AI & ML10.1145/3341216.3342209(22-28)Online publication date: 14-Aug-2019
https://dl.acm.org/doi/10.1145/3341216.3342209
Ahmed FErman JGe ZLiu AWang JYan H(2017)Monitoring quality-of-experience for operational cellular networks using machine-to-machine trafficIEEE INFOCOM 2017 - IEEE Conference on Computer Communications10.1109/INFOCOM.2017.8057165(1-9)Online publication date: May-2017
https://doi.org/10.1109/INFOCOM.2017.8057165
Liang HKim HTan HYeow W(2016)Where am I? Characterizing and improving the localization performance of off-the-shelf mobile devices through cooperationNOMS 2016 - 2016 IEEE/IFIP Network Operations and Management Symposium10.1109/NOMS.2016.7502834(375-382)Online publication date: Apr-2016
https://doi.org/10.1109/NOMS.2016.7502834
Show More Cited By

Index Terms

Large-scale app-based reporting of customer problems in cellular networks: potential and limitations
1. Networks
  1. Network services

Recommendations

Post deployment planning of 3G cellular networks through dual homing of NodeBs
ICDCN'10: Proceedings of the 11th international conference on Distributed computing and networking

3G Cellular networks typically consist of a group of NodeBs connected to a Radio Network Controller (RNC), and a group of RNCs to a Serving GPRS Support Node (SGSNs) as well as to a Mobile Switching Centre (MSCs). Post deployment planning of such ...
Modeling of Cellular Network Subscriber Mobility
AICT '09: Proceedings of the 2009 Fifth Advanced International Conference on Telecommunications

In this work, we have studied the behavior and mobility of a cellular network subscriber who belong to a determined class such as (personal employee, student, retired and others) between different areas. Our contribution in this work is a proposition of ...
Performance analysis of mobility management architectures in cellular networks

Flattened cellular network architecture for the mobile internet is expected to meet the demands of rapidly increasing traffic from mobile users. Dynamic mobility anchoring (DMA) mechanism distributes the mobility management functions using such network ...

Comments

Information & Contributors

Information

Published In

W-MUST '11: Proceedings of the first ACM SIGCOMM workshop on Measurements up the stack

August 2011

74 pages

ISBN:9781450308007

DOI:10.1145/2018602

Program Chairs:
Nina Taft
Technicolor, USA
,
David Wetherall
University of Washington, USA

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 19 August 2011

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Conference

SIGCOMM '11

Sponsor:

SIGCOMM

SIGCOMM '11: ACM SIGCOMM 2011 Conference

August 19, 2011

Ontario, Toronto, Canada

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

4
Total Citations
View Citations
209
Total Downloads

Downloads (Last 12 months)37
Downloads (Last 6 weeks)7

Reflects downloads up to 26 Sep 2024

Other Metrics

View Author Metrics

Citations

Cited By

View all

Zhu LZhao JWang YFeng JDeng CLi H(2019)Smart Prediction of the Complaint Hotspot Problem in Mobile NetworkProceedings of the 2019 Workshop on Network Meets AI & ML10.1145/3341216.3342209(22-28)Online publication date: 14-Aug-2019
https://dl.acm.org/doi/10.1145/3341216.3342209
Ahmed FErman JGe ZLiu AWang JYan H(2017)Monitoring quality-of-experience for operational cellular networks using machine-to-machine trafficIEEE INFOCOM 2017 - IEEE Conference on Computer Communications10.1109/INFOCOM.2017.8057165(1-9)Online publication date: May-2017
https://doi.org/10.1109/INFOCOM.2017.8057165
Liang HKim HTan HYeow W(2016)Where am I? Characterizing and improving the localization performance of off-the-shelf mobile devices through cooperationNOMS 2016 - 2016 IEEE/IFIP Network Operations and Management Symposium10.1109/NOMS.2016.7502834(375-382)Online publication date: Apr-2016
https://doi.org/10.1109/NOMS.2016.7502834
Ye XYan BChen G(2013)Providing diagnostic network feedback to end users on smartphones2013 IEEE 32nd International Performance Computing and Communications Conference (IPCCC)10.1109/PCCC.2013.6742771(1-9)Online publication date: Dec-2013
https://doi.org/10.1109/PCCC.2013.6742771

View Options

View options

PDF

View or Download as a PDF file.

PDF

eReader

View online with eReader.

eReader

Get Access

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Cited By

Index Terms

Recommendations

Post deployment planning of 3G cellular networks through dual homing of NodeBs

Modeling of Cellular Network Subscriber Mobility

Performance analysis of mobility management architectures in cellular networks