RE: [WIRELESS-LAN] Measuring User Experience

[Williams, Matthew]

Great suggestions, everyone.  Thank you very much. 

Regarding Twitter, we started to go down the path of owning a hashtag, but it 
was quashed out of fear of bad PR in the twitterverse.  Instead, we have some 
students that spy on certain search terms and essentially stalk the 
complainers.  I could rant on this approach, but I like my job.  

I'll take all of the ideas presented here and see if we can come up with some 
sort of metric that makes sense and isn't pulled out of thin air.  Thanks 
everyone!

Respectfully, 

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246
Mobile: (330) 469-0445 

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Jason Cook
Sent: Thursday, October 22, 2015 7:30 PM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

I must say many staff aren't much better than the students at reporting issues. 
Often going through upper management before lodging a ticket. Reminds me of 
rant I saw on redit the other day stating he got a petition to fix wireless 
from the students but there were 0 reports in the ticket system for this 
location.. hah

Like many said could collect a pile of info like radius failed auth's and graph 
that as a percentage. Pull RSSI/SNR numbers and report on how many have 
acceptable numbers etc. 

User feedback is great, we usually do a survey every 2ish years and offer 
something like 5x $100 vouchers to get people on. Over 80% of people were happy 
or better, and we used the text feedback to identify the worst locations to 
investigate and resolve. Report on that to management. Seems to keep everyone 
happy. 
We also add to that tickets, we keep a spreadsheet and anything coverage 
related gets marked in. Whenever it comes to new installs time we use the 
spreadsheet and identify the buildings with the highest complaints and tackle 
them. The numbers of often not that big given users don't put tickets in, but 
it's the best we have and it's a statistic. Plus we are seeing to the needs of 
those who make the effort to contact us. What more can you really do?

Why fight twitter when you can join it?? Having said that I don't use it. But 
howabout creating a suitable hashtag for your students to use. 
#{universityname}wifi Advertise that out and get students to use it when they  
have something to say about your wifi. 


--
Jason Cook
The University of Adelaide, AUSTRALIA 5005 Ph    : +61 8 8313 4800

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aaron Lamey
Sent: Friday, 23 October 2015 12:32 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

My experience these last few years has been exactly this: students do not open 
tickets. My best luck has been having the help desk monitor twitter, especially 
the college "complaint" accounts, and engaging as soon as we see problems.

If you do get a ticket, make sure to get a cell phone. Texting has been by far 
the most reliable way to communicate. Phone calls/voicemails is not an 
effective way to communicate with this constituency. I'm attempting to reinvent 
our ticket system from an work tracking system to a full blown CRM with SMS and 
social media tie-ins.

This is not just you having this problem, Matthew. Not by a long shot.

Aaron Lamey
Director of Network and Telecommunications Christian Brothers University

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julian Y Koh
Sent: Thursday, October 22, 2015 8:56 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <mwill...@kent.edu> wrote:
> 
> Thank you for the ideas, everyone.  The problem that we have with measuring 
> tickets is that our user base is more apt to complain on social media and we 
> simply don’t have the man-hours to scour the various sites. 

There was some survey we got last year (can't remember the source, either 
EDUCAUSE or an internal one) that said that students just don't open tickets - 
the vast majority of the time they are going to friends for assistance, which 
of course leads to all sorts of wacky or outright wrong solutions for things.  

If we even do get tickets, the challenge then becomes getting the student to 
respond to us to set up a time to troubleshoot.  

Moving forward, we're going to be looking at some targeted surveys this year to 
see if we can get more actionable data.  


--
Julian Y. Koh
Associate Director, Telecommunications and Network Services Northwestern 
University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 6

Re: [WIRELESS-LAN] Measuring User Experience

[Jeffrey D. Sessler]

One last suggestion, but it does cost money…

We have a residential IT support person and her office is in one of our 
residential halls. She hires a number of student “computer RA’s” (one per 
residence hall), and together they are the primary technical support for our 
students. We’ve found that students are far more likely to talk to the student 
“computer RA’s” then open tickets, so it’s been an effective means of getting 
feedback and hearing about problems.

Jeff



On 10/23/15, 7:19 AM, "The EDUCAUSE Wireless Issues Constituent Group Listserv 
on behalf of Williams, Matthew" <WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU on behalf 
of mwill...@kent.edu> wrote:

>Great suggestions, everyone.  Thank you very much. 
>
>Regarding Twitter, we started to go down the path of owning a hashtag, but it 
>was quashed out of fear of bad PR in the twitterverse.  Instead, we have some 
>students that spy on certain search terms and essentially stalk the 
>complainers.  I could rant on this approach, but I like my job.  
>
>I'll take all of the ideas presented here and see if we can come up with some 
>sort of metric that makes sense and isn't pulled out of thin air.  Thanks 
>everyone!
>
>Respectfully, 
>
>Matthew Williams
>Manager, Network and Telecommunications Services
>Kent State University
>Office: (330) 672-7246
>Mobile: (330) 469-0445 
>
>-Original Message-
>From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
>[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Jason Cook
>Sent: Thursday, October 22, 2015 7:30 PM
>To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
>Subject: Re: [WIRELESS-LAN] Measuring User Experience
>
>I must say many staff aren't much better than the students at reporting 
>issues. Often going through upper management before lodging a ticket. Reminds 
>me of rant I saw on redit the other day stating he got a petition to fix 
>wireless from the students but there were 0 reports in the ticket system for 
>this location.. hah
>
>Like many said could collect a pile of info like radius failed auth's and 
>graph that as a percentage. Pull RSSI/SNR numbers and report on how many have 
>acceptable numbers etc. 
>
>User feedback is great, we usually do a survey every 2ish years and offer 
>something like 5x $100 vouchers to get people on. Over 80% of people were 
>happy or better, and we used the text feedback to identify the worst locations 
>to investigate and resolve. Report on that to management. Seems to keep 
>everyone happy. 
>We also add to that tickets, we keep a spreadsheet and anything coverage 
>related gets marked in. Whenever it comes to new installs time we use the 
>spreadsheet and identify the buildings with the highest complaints and tackle 
>them. The numbers of often not that big given users don't put tickets in, but 
>it's the best we have and it's a statistic. Plus we are seeing to the needs of 
>those who make the effort to contact us. What more can you really do?
>
>Why fight twitter when you can join it?? Having said that I don't use it. But 
>howabout creating a suitable hashtag for your students to use. 
>#{universityname}wifi Advertise that out and get students to use it when they  
>have something to say about your wifi. 
>
>
>--
>Jason Cook
>The University of Adelaide, AUSTRALIA 5005 Ph: +61 8 8313 4800
>
>-Original Message-
>From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
>[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aaron Lamey
>Sent: Friday, 23 October 2015 12:32 AM
>To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
>Subject: Re: [WIRELESS-LAN] Measuring User Experience
>
>My experience these last few years has been exactly this: students do not open 
>tickets. My best luck has been having the help desk monitor twitter, 
>especially the college "complaint" accounts, and engaging as soon as we see 
>problems.
>
>If you do get a ticket, make sure to get a cell phone. Texting has been by far 
>the most reliable way to communicate. Phone calls/voicemails is not an 
>effective way to communicate with this constituency. I'm attempting to 
>reinvent our ticket system from an work tracking system to a full blown CRM 
>with SMS and social media tie-ins.
>
>This is not just you having this problem, Matthew. Not by a long shot.
>
>Aaron Lamey
>Director of Network and Telecommunications Christian Brothers University
>
>-Original Message-
>From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
>[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julian Y Koh
>Sent: Thursday, October 22, 2015 8:56 AM
>To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
>Subject: Re: [WIRELESS-LAN] Measuring User Experience
>
>On Thu Oct 22 2015 08:11:46 CDT, "Will

Re: [WIRELESS-LAN] Measuring User Experience

[Julian Y Koh]

On Thu Oct 22 2015 12:15:09 CDT, Jeffrey D. Sessler  
wrote:
> 
> The difficulty with wireless is that even when the problem is the client, you 
> still get the blame.

Oh that's just a given.  :)

The large majority of the problems that ever end up escalating all the way up 
to us get resolved by having users update drivers, especially on Windows 
machines where the manufacturer distributes the driver updates, not Microsoft.  


-- 
Julian Y. Koh
Associate Director, Telecommunications and Network Services
Northwestern University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: 
PGP Public Key:

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Jeffrey D. Sessler]

Have an open student forum, perhaps done in conjunction with your student 
government. I find this the best way to get feedback, then follow it up with a 
basic survey (not more than 10 questions), and have an incentive tied to 
completion of the survey e.g. Free printing block, free coffee (we have a 
student run coffee house), etc.

In the basic survey, ask if the respondent would like to participate in an more 
in-depth survey and/or discussion group.

Once you get the basic survey, so the in-depth survey and/or discussion group.

The difficulty with wireless is that even when the problem is the client, you 
still get the blame. In addition, it would be really important to ask about 
things you may perceive as beneficial, but the students do not e.g. 
On-boarding, registering device, multiple SSIDs, etc.



Jeff

On 10/22/15, 7:06 AM, "The EDUCAUSE Wireless Issues Constituent Group Listserv 
on behalf of Frank Sweetser"  wrote:

>Others have already covered most of the same ground I would on collecting SNMP 
>data sets and actively looking where users are stubbornly sulking ("why didn't 
>anyone fix this problem I didn't tell anyone about!?"), but if you have at 
>least a little budget and some time you could put a decent system together 
>yourself.  Most of the fancy tools out there aimed at this problem like 
>7signals and NetBeez are just fancy agents running on Raspberry Pis.  If I 
>were in your situation, and wanted to gather hard data, here's what I would do:
>
>  * Get hold of a few of them, and set them up in some of your higher profile 
>locations (libraries, student centers, larger classrooms, etc) with a wireless 
>adapter
>
>  * Use a wired connection for backhaul and management.  If you can put them 
>on a PoE port, you can get a splitter that will allow you to power the Pi off 
>of PoE, making deployment a little simpler.
>
>  * Use a combination of smokeping and regularly scripted iperf tests, dumped 
>into something like graphite.  Throwing in some tests for common services 
>(school web site, email, etc) wouldn't hurt either.
>
>These can give you some hard metrics on latency and throughput, which can go a 
>long way in figuring out whether wireless complaints are really about 
>wireless, or something else in the chain.
>
>Frank Sweetser fs at wpi.edu|  For every problem, there is a solution that
>Manager of Network Operations   |  is simple, elegant, and wrong.
>Worcester Polytechnic Institute |   - HL Mencken
>
>On 10/22/2015 07:04 AM, Williams, Matthew wrote:
>> I have been instructed that I need determine a metric that reasonably
>> guestimates the end user experience of our wireless networks, without
>> procuring a system(s) that does it.  I readily admit that my head kind of
>> exploded when this directive was given.  Have any of you done this exercise 
>> or
>> have any ideas/formulas to try to calculate something like this?  Thanks for
>> any ideas that you care to share.
>>
>> Respectfully,
>>
>> Matthew Williams
>>
>> Manager, Network and Telecommunications Services
>>
>> Kent State University
>>
>> Office: (330) 672-7246
>>
>> Mobile: (330) 469-0445
>>
>> ** Participation and subscription information for this EDUCAUSE
>> Constituent Group discussion list can be found at
>> http://www.educause.edu/groups/.
>>
>
>**
>Participation and subscription information for this EDUCAUSE Constituent Group 
>discussion list can be found at http://www.educause.edu/groups/.

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Jorj Bauer]

Hmm. What data do you have? User authentication time stamps could help you find 
frustrating re-authentications. Association logs could describe how users are 
or aren't roaming successfully. 
 DHCP logs could show whether or not users are having sessions interrupted 
while roaming. Signal/noise data would help qualify likelihood of packet drops. 
Association speed logs could indicate how good the client thinks the connection 
is. 

Just some quick thoughts. 

-- Jorj

Sent from my iPhone

> On Oct 22, 2015, at 7:04 AM, Williams, Matthew  wrote:
> 
> I have been instructed that I need determine a metric that reasonably 
> guestimates the end user experience of our wireless networks, without 
> procuring a system(s) that does it.  I readily admit that my head kind of 
> exploded when this directive was given.  Have any of you done this exercise 
> or have any ideas/formulas to try to calculate something like this?  Thanks 
> for any ideas that you care to share.
>  
> Respectfully,
>  
> Matthew Williams
> Manager, Network and Telecommunications Services
> Kent State University
> Office: (330) 672-7246
> Mobile: (330) 469-0445
>  
> ** Participation and subscription information for this EDUCAUSE 
> Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/.

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Jeffrey D. Sessler]

So if a large majority of the problems are driver issues, then is there 
something at the tier 1 level (or before) that could be done to reduce the 
number of these tickets being escalated?

On our campus, we now have a 1st-year bootcamp that’s part of orientation, and 
a team of students assists the first-years with getting connected to WiFi, 
including making sure their drivers are all up-to-date and using CloudPath. 
Basically, set the first-years up for success and reduce the number of 
client-based WiFi issues.

Jeff





On 10/22/15, 10:36 AM, "The EDUCAUSE Wireless Issues Constituent Group Listserv 
on behalf of Julian Y Koh"  wrote:

>On Thu Oct 22 2015 12:15:09 CDT, Jeffrey D. Sessler  
>wrote:
>> 
>> The difficulty with wireless is that even when the problem is the client, 
>> you still get the blame.
>
>Oh that's just a given.  :)
>
>The large majority of the problems that ever end up escalating all the way up 
>to us get resolved by having users update drivers, especially on Windows 
>machines where the manufacturer distributes the driver updates, not Microsoft. 
> 
>
>
>-- 
>Julian Y. Koh
>Associate Director, Telecommunications and Network Services
>Northwestern University Information Technology (NUIT)
>
>2001 Sheridan Road #G-166
>Evanston, IL 60208
>847-467-5780
>NUIT Web Site: 
>PGP Public Key:
>
>**
>Participation and subscription information for this EDUCAUSE Constituent Group 
>discussion list can be found at http://www.educause.edu/groups/.

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

RE: [WIRELESS-LAN] Measuring User Experience

[Jason Cook]

I must say many staff aren't much better than the students at reporting issues. 
Often going through upper management before lodging a ticket. Reminds me of 
rant I saw on redit the other day stating he got a petition to fix wireless 
from the students but there were 0 reports in the ticket system for this 
location.. hah

Like many said could collect a pile of info like radius failed auth's and graph 
that as a percentage. Pull RSSI/SNR numbers and report on how many have 
acceptable numbers etc. 

User feedback is great, we usually do a survey every 2ish years and offer 
something like 5x $100 vouchers to get people on. Over 80% of people were happy 
or better, and we used the text feedback to identify the worst locations to 
investigate and resolve. Report on that to management. Seems to keep everyone 
happy. 
We also add to that tickets, we keep a spreadsheet and anything coverage 
related gets marked in. Whenever it comes to new installs time we use the 
spreadsheet and identify the buildings with the highest complaints and tackle 
them. The numbers of often not that big given users don't put tickets in, but 
it's the best we have and it's a statistic. Plus we are seeing to the needs of 
those who make the effort to contact us. What more can you really do?

Why fight twitter when you can join it?? Having said that I don't use it. But 
howabout creating a suitable hashtag for your students to use. 
#{universityname}wifi Advertise that out and get students to use it when they  
have something to say about your wifi. 


--
Jason Cook
The University of Adelaide, AUSTRALIA 5005
Ph    : +61 8 8313 4800

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aaron Lamey
Sent: Friday, 23 October 2015 12:32 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

My experience these last few years has been exactly this: students do not open 
tickets. My best luck has been having the help desk monitor twitter, especially 
the college "complaint" accounts, and engaging as soon as we see problems.

If you do get a ticket, make sure to get a cell phone. Texting has been by far 
the most reliable way to communicate. Phone calls/voicemails is not an 
effective way to communicate with this constituency. I'm attempting to reinvent 
our ticket system from an work tracking system to a full blown CRM with SMS and 
social media tie-ins.

This is not just you having this problem, Matthew. Not by a long shot.

Aaron Lamey
Director of Network and Telecommunications Christian Brothers University

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julian Y Koh
Sent: Thursday, October 22, 2015 8:56 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <mwill...@kent.edu> wrote:
> 
> Thank you for the ideas, everyone.  The problem that we have with measuring 
> tickets is that our user base is more apt to complain on social media and we 
> simply don’t have the man-hours to scour the various sites. 

There was some survey we got last year (can't remember the source, either 
EDUCAUSE or an internal one) that said that students just don't open tickets - 
the vast majority of the time they are going to friends for assistance, which 
of course leads to all sorts of wacky or outright wrong solutions for things.  

If we even do get tickets, the challenge then becomes getting the student to 
respond to us to set up a time to troubleshoot.  

Moving forward, we're going to be looking at some targeted surveys this year to 
see if we can get more actionable data.  


--
Julian Y. Koh
Associate Director, Telecommunications and Network Services Northwestern 
University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public 
Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html>





**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Howard, Christopher]

We experience the same thing here.  I actually periodically check reddit, 
twitter, and yik yak for complaints and try to work with the users to get 
things resolved.  I find they would rather complain sorta-anonymously and then 
live with problems than actually contact us in the proper channels so we can 
investigate/fix things.  We try our best to find issues, but especially with 
wireless we can't find everything and we can't fix problems we don't know about.

We do use help desk ticket counts directly as a way to show upper management 
where problems are and how bad they are when we are requesting funds to fix 
said problems.  That coupled with heat maps helps.

-Christopher

On Oct 22, 2015, at 9:11 AM, Williams, Matthew 
<mwill...@kent.edu<mailto:mwill...@kent.edu>> wrote:

Thank you for the ideas, everyone.  The problem that we have with measuring 
tickets is that our user base is more apt to complain on social media and we 
simply don’t have the man-hours to scour the various sites.

Another component that we were thinking about trying to tie into this metric is 
disconnects, but I can’t find a reliable report from Cisco Prime 
Infrastructure.  At any rate, I’ll start with all of the great feedback from 
all of you and see where we end up.  Thanks again!

Respectfully,

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246
Mobile: (330) 469-0445

From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Pete Hoffswell
Sent: Thursday, October 22, 2015 8:52 AM
To: 
WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU<mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [WIRELESS-LAN] Measuring User Experience

I pretty much measure this by number of tickets opened for wifi issues at our 
support desk.  It's a pretty good spot to measure "user experience".  Perhaps 
the only spot.

-
Pete Hoffswell - Network Manager
pete.hoffsw...@davenport.edu<mailto:pete.hoffsw...@davenport.edu>
http://www.davenport.edu<http://www.davenport.edu/>

On Thu, Oct 22, 2015 at 8:46 AM, Matthew McFall 
<mmcf...@jsu.edu<mailto:mmcf...@jsu.edu>> wrote:
Matthew,

Another suggestion would be to do a poll/survey of the end users.  Depending on 
the response you get, you may get some useful feedback.
Matthew S. McFall
Network Engineer
CCNA/CCNA-Security
Division of Information Technology
Jacksonville State University
Office: 256-782-5664
[http://www.jsu.edu/gem_images/jsu_it_footer.gif]


From: "Philippe Hanset" <phan...@anyroam.net<mailto:phan...@anyroam.net>>
To: 
WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU<mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU>
Sent: Thursday, October 22, 2015 7:43:31 AM
Subject: Re: [WIRELESS-LAN] Measuring User Experience


Matthew,

Here are a few ideas (assuming that your Wi-Fi system/Trouble Ticket system 
allows you to poll that kind of data)

-HELP DESK: % of Help Desk trouble tickets related to Wireless, and type of 
problem
-BANDWIDTH: How is your bandwidth to the Internet doing? (% Utilization, are 
you limited for the Wi-Fi side?)
-AP LOAD: What is your campus wide ratio of user/AP (theoretical campus ratio : 
maximum unique users per day/total number of APs, Distribution ratio: What do 
you observe in your system, and how many APs are not within your own
 requirements…)
-AP DENSITY: What is your average dBm ? what do you consider to be your 
requirement and what % of  users on APs are/are not within that limit
-AP QUALITY: Then move to Jorj suggestion of measuring re-auth etc…

Any other limiting factor like DHCP capacity (number of IPs)
and finally, ease of configuration (number of trouble tickets related to 
configuration issues)

Philippe

Philippe Hanset
www.eduroam.us<http://www.eduroam.us/>


On Oct 22, 2015, at 7:04 AM, Williams, Matthew 
<mwill...@kent.edu<mailto:mwill...@kent.edu>> wrote:

I have been instructed that I need determine a metric that reasonably 
guestimates the end user experience of our wireless networks, without procuring 
a system(s) that does it.  I readily admit that my head kind of exploded when 
this directive was given.  Have any of you done this exercise or have any 
ideas/formulas to try to calculate something like this?  Thanks for any ideas 
that you care to share.

Respectfully,

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246<tel:%28330%29%20672-7246>
Mobile: (330) 469-0445<tel:%28330%29%20469-0445>

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

** Participation and subscription in

Re: [WIRELESS-LAN] Measuring User Experience

[Frank Sweetser]

Others have already covered most of the same ground I would on collecting SNMP 
data sets and actively looking where users are stubbornly sulking ("why didn't 
anyone fix this problem I didn't tell anyone about!?"), but if you have at 
least a little budget and some time you could put a decent system together 
yourself.  Most of the fancy tools out there aimed at this problem like 
7signals and NetBeez are just fancy agents running on Raspberry Pis.  If I 
were in your situation, and wanted to gather hard data, here's what I would do:


 * Get hold of a few of them, and set them up in some of your higher profile 
locations (libraries, student centers, larger classrooms, etc) with a wireless 
adapter


 * Use a wired connection for backhaul and management.  If you can put them 
on a PoE port, you can get a splitter that will allow you to power the Pi off 
of PoE, making deployment a little simpler.


 * Use a combination of smokeping and regularly scripted iperf tests, dumped 
into something like graphite.  Throwing in some tests for common services 
(school web site, email, etc) wouldn't hurt either.


These can give you some hard metrics on latency and throughput, which can go a 
long way in figuring out whether wireless complaints are really about 
wireless, or something else in the chain.


Frank Sweetser fs at wpi.edu|  For every problem, there is a solution that
Manager of Network Operations   |  is simple, elegant, and wrong.
Worcester Polytechnic Institute |   - HL Mencken

On 10/22/2015 07:04 AM, Williams, Matthew wrote:

I have been instructed that I need determine a metric that reasonably
guestimates the end user experience of our wireless networks, without
procuring a system(s) that does it.  I readily admit that my head kind of
exploded when this directive was given.  Have any of you done this exercise or
have any ideas/formulas to try to calculate something like this?  Thanks for
any ideas that you care to share.

Respectfully,

Matthew Williams

Manager, Network and Telecommunications Services

Kent State University

Office: (330) 672-7246

Mobile: (330) 469-0445

** Participation and subscription information for this EDUCAUSE
Constituent Group discussion list can be found at
http://www.educause.edu/groups/.



**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Matthew McFall]

Matthew, 


Another suggestion would be to do a poll/survey of the end users. Depending on 
the response you get, you may get some useful feedback. 


Matthew S. McFall 
Network Engineer 
CCNA/CCNA-Security 
Division of Information Technology 
Jacksonville State University 
Office: 256-782-5664 



- Original Message -

From: "Philippe Hanset" <phan...@anyroam.net> 
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU 
Sent: Thursday, October 22, 2015 7:43:31 AM 
Subject: Re: [WIRELESS-LAN] Measuring User Experience 

Matthew, 


Here are a few ideas (assuming that your Wi-Fi system/Trouble Ticket system 
allows you to poll that kind of data) 


-HELP DESK: % of Help Desk trouble tickets related to Wireless, and type of 
problem 
-BANDWIDTH: How is your bandwidth to the Internet doing? (% Utilization, are 
you limited for the Wi-Fi side?) 
-AP LOAD: What is your campus wide ratio of user/AP (theoretical campus ratio : 
maximum unique users per day/total number of APs, Distribution ratio: What do 
you observe in your system, and how many APs are not within your own 
requirements…) 
-AP DENSITY: What is your average dBm ? what do you consider to be your 
requirement and what % of users on APs are/are not within that limit 
-AP QUALITY: Then move to Jorj suggestion of measuring re-auth etc… 


Any other limiting factor like DHCP capacity (number of IPs) 
and finally, ease of configuration (number of trouble tickets related to 
configuration issues) 


Philippe 


Philippe Hanset 
www.eduroam.us 







On Oct 22, 2015, at 7:04 AM, Williams, Matthew < mwill...@kent.edu > wrote: 



I have been instructed that I need determine a metric that reasonably 
guestimates the end user experience of our wireless networks, without procuring 
a system(s) that does it. I readily admit that my head kind of exploded when 
this directive was given. Have any of you done this exercise or have any 
ideas/formulas to try to calculate something like this? Thanks for any ideas 
that you care to share. 

Respectfully, 

Matthew Williams 
Manager, Network and Telecommunications Services 
Kent State University 
Office: (330) 672-7246 
Mobile: (330) 469-0445 
** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/ . 


** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/ . 


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

RE: [WIRELESS-LAN] Measuring User Experience

[Williams, Matthew]

Thank you for the ideas, everyone.  The problem that we have with measuring 
tickets is that our user base is more apt to complain on social media and we 
simply don’t have the man-hours to scour the various sites.

Another component that we were thinking about trying to tie into this metric is 
disconnects, but I can’t find a reliable report from Cisco Prime 
Infrastructure.  At any rate, I’ll start with all of the great feedback from 
all of you and see where we end up.  Thanks again!

Respectfully,

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246
Mobile: (330) 469-0445

From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Pete Hoffswell
Sent: Thursday, October 22, 2015 8:52 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

I pretty much measure this by number of tickets opened for wifi issues at our 
support desk.  It's a pretty good spot to measure "user experience".  Perhaps 
the only spot.

-
Pete Hoffswell - Network Manager
pete.hoffsw...@davenport.edu<mailto:pete.hoffsw...@davenport.edu>
http://www.davenport.edu

On Thu, Oct 22, 2015 at 8:46 AM, Matthew McFall 
<mmcf...@jsu.edu<mailto:mmcf...@jsu.edu>> wrote:
Matthew,

Another suggestion would be to do a poll/survey of the end users.  Depending on 
the response you get, you may get some useful feedback.
Matthew S. McFall
Network Engineer
CCNA/CCNA-Security
Division of Information Technology
Jacksonville State University
Office: 256-782-5664
[http://www.jsu.edu/gem_images/jsu_it_footer.gif]


From: "Philippe Hanset" <phan...@anyroam.net<mailto:phan...@anyroam.net>>
To: 
WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU<mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU>
Sent: Thursday, October 22, 2015 7:43:31 AM
Subject: Re: [WIRELESS-LAN] Measuring User Experience


Matthew,

Here are a few ideas (assuming that your Wi-Fi system/Trouble Ticket system 
allows you to poll that kind of data)

-HELP DESK: % of Help Desk trouble tickets related to Wireless, and type of 
problem
-BANDWIDTH: How is your bandwidth to the Internet doing? (% Utilization, are 
you limited for the Wi-Fi side?)
-AP LOAD: What is your campus wide ratio of user/AP (theoretical campus ratio : 
maximum unique users per day/total number of APs, Distribution ratio: What do 
you observe in your system, and how many APs are not within your own
 requirements…)
-AP DENSITY: What is your average dBm ? what do you consider to be your 
requirement and what % of  users on APs are/are not within that limit
-AP QUALITY: Then move to Jorj suggestion of measuring re-auth etc…

Any other limiting factor like DHCP capacity (number of IPs)
and finally, ease of configuration (number of trouble tickets related to 
configuration issues)

Philippe

Philippe Hanset
www.eduroam.us<http://www.eduroam.us>


On Oct 22, 2015, at 7:04 AM, Williams, Matthew 
<mwill...@kent.edu<mailto:mwill...@kent.edu>> wrote:

I have been instructed that I need determine a metric that reasonably 
guestimates the end user experience of our wireless networks, without procuring 
a system(s) that does it.  I readily admit that my head kind of exploded when 
this directive was given.  Have any of you done this exercise or have any 
ideas/formulas to try to calculate something like this?  Thanks for any ideas 
that you care to share.

Respectfully,

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246<tel:%28330%29%20672-7246>
Mobile: (330) 469-0445<tel:%28330%29%20469-0445>

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

** Participation and subscription information for this EDUCAUSE 
Constituent Group discussion list can be found at 
http://www.educause.edu/groups/.

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Philippe Hanset]

Matthew,

Here are a few ideas (assuming that your Wi-Fi system/Trouble Ticket system 
allows you to poll that kind of data)

-HELP DESK: % of Help Desk trouble tickets related to Wireless, and type of 
problem
-BANDWIDTH: How is your bandwidth to the Internet doing? (% Utilization, are 
you limited for the Wi-Fi side?)
-AP LOAD: What is your campus wide ratio of user/AP (theoretical campus ratio : 
maximum unique users per day/total number of APs, Distribution ratio: What do 
you observe in your system, and how many APs are not within your own
 requirements…)
-AP DENSITY: What is your average dBm ? what do you consider to be your 
requirement and what % of  users on APs are/are not within that limit
-AP QUALITY: Then move to Jorj suggestion of measuring re-auth etc…

Any other limiting factor like DHCP capacity (number of IPs)
and finally, ease of configuration (number of trouble tickets related to 
configuration issues)

Philippe

Philippe Hanset
www.eduroam.us


> On Oct 22, 2015, at 7:04 AM, Williams, Matthew  wrote:
> 
> I have been instructed that I need determine a metric that reasonably 
> guestimates the end user experience of our wireless networks, without 
> procuring a system(s) that does it.  I readily admit that my head kind of 
> exploded when this directive was given.  Have any of you done this exercise 
> or have any ideas/formulas to try to calculate something like this?  Thanks 
> for any ideas that you care to share.
>  
> Respectfully, 
>  
> Matthew Williams
> Manager, Network and Telecommunications Services
> Kent State University
> Office: (330) 672-7246
> Mobile: (330) 469-0445 
>  
> ** Participation and subscription information for this EDUCAUSE 
> Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/ .


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Pete Hoffswell]

I pretty much measure this by number of tickets opened for wifi issues at
our support desk.  It's a pretty good spot to measure "user experience".
Perhaps the only spot.

-
Pete Hoffswell - Network Manager
pete.hoffsw...@davenport.edu
http://www.davenport.edu


On Thu, Oct 22, 2015 at 8:46 AM, Matthew McFall <mmcf...@jsu.edu> wrote:

> Matthew,
>
> Another suggestion would be to do a poll/survey of the end users.
> Depending on the response you get, you may get some useful feedback.
>
> Matthew S. McFall
> Network Engineer
> CCNA/CCNA-Security
> Division of Information Technology
> Jacksonville State University
> Office: 256-782-5664
>
>
> --
> *From: *"Philippe Hanset" <phan...@anyroam.net>
> *To: *WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
> *Sent: *Thursday, October 22, 2015 7:43:31 AM
> *Subject: *Re: [WIRELESS-LAN] Measuring User Experience
>
>
> Matthew,
>
> Here are a few ideas (assuming that your Wi-Fi system/Trouble Ticket
> system allows you to poll that kind of data)
>
> -HELP DESK: % of Help Desk trouble tickets related to Wireless, and type
> of problem
> -BANDWIDTH: How is your bandwidth to the Internet doing? (% Utilization,
> are you limited for the Wi-Fi side?)
> -AP LOAD: What is your campus wide ratio of user/AP (theoretical campus
> ratio : maximum unique users per day/total number of APs, Distribution
> ratio: What do you observe in your system, and how many APs are not within
> your own
>  requirements…)
> -AP DENSITY: What is your average dBm ? what do you consider to be your
> requirement and what % of  users on APs are/are not within that limit
> -AP QUALITY: Then move to Jorj suggestion of measuring re-auth etc…
>
> Any other limiting factor like DHCP capacity (number of IPs)
> and finally, ease of configuration (number of trouble tickets related to
> configuration issues)
>
> Philippe
>
> Philippe Hanset
> www.eduroam.us
>
>
> On Oct 22, 2015, at 7:04 AM, Williams, Matthew <mwill...@kent.edu
> <mwill...@kent.edu>> wrote:
>
> I have been instructed that I need determine a metric that reasonably
> guestimates the end user experience of our wireless networks, without
> procuring a system(s) that does it.  I readily admit that my head kind of
> exploded when this directive was given.  Have any of you done this exercise
> or have any ideas/formulas to try to calculate something like this?  Thanks
> for any ideas that you care to share.
>
> Respectfully,
>
> Matthew Williams
> Manager, Network and Telecommunications Services
> Kent State University
> Office: (330) 672-7246
> Mobile: (330) 469-0445
>
> ** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at
> http://www.educause.edu/groups/.
>
>
> ** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at
> http://www.educause.edu/groups/.
>
>
> ** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at
> http://www.educause.edu/groups/.
>
>

**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

RE: [WIRELESS-LAN] Measuring User Experience

[Aaron Lamey]

My experience these last few years has been exactly this: students do not open 
tickets. My best luck has been having the help desk monitor twitter, especially 
the college "complaint" accounts, and engaging as soon as we see problems.

If you do get a ticket, make sure to get a cell phone. Texting has been by far 
the most reliable way to communicate. Phone calls/voicemails is not an 
effective way to communicate with this constituency. I'm attempting to reinvent 
our ticket system from an work tracking system to a full blown CRM with SMS and 
social media tie-ins.

This is not just you having this problem, Matthew. Not by a long shot.

Aaron Lamey
Director of Network and Telecommunications
Christian Brothers University

-Original Message-
From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julian Y Koh
Sent: Thursday, October 22, 2015 8:56 AM
To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Subject: Re: [WIRELESS-LAN] Measuring User Experience

On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <mwill...@kent.edu> wrote:
> 
> Thank you for the ideas, everyone.  The problem that we have with measuring 
> tickets is that our user base is more apt to complain on social media and we 
> simply don’t have the man-hours to scour the various sites. 

There was some survey we got last year (can't remember the source, either 
EDUCAUSE or an internal one) that said that students just don't open tickets - 
the vast majority of the time they are going to friends for assistance, which 
of course leads to all sorts of wacky or outright wrong solutions for things.  

If we even do get tickets, the challenge then becomes getting the student to 
respond to us to set up a time to troubleshoot.  

Moving forward, we're going to be looking at some targeted surveys this year to 
see if we can get more actionable data.  


--
Julian Y. Koh
Associate Director, Telecommunications and Network Services Northwestern 
University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public 
Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html>





**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Julian Y Koh]

On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew"  wrote:
> 
> Thank you for the ideas, everyone.  The problem that we have with measuring 
> tickets is that our user base is more apt to complain on social media and we 
> simply don’t have the man-hours to scour the various sites. 

There was some survey we got last year (can't remember the source, either 
EDUCAUSE or an internal one) that said that students just don't open tickets - 
the vast majority of the time they are going to friends for assistance, which 
of course leads to all sorts of wacky or outright wrong solutions for things.  

If we even do get tickets, the challenge then becomes getting the student to 
respond to us to set up a time to troubleshoot.  

Moving forward, we're going to be looking at some targeted surveys this year to 
see if we can get more actionable data.  


-- 
Julian Y. Koh
Associate Director, Telecommunications and Network Services
Northwestern University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: 
PGP Public Key:





**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

RE: [WIRELESS-LAN] Measuring User Experience

[Mathieu Sturm]

This may sound stupid but I have a bash script running on a linux server that 
every 5 minutes does a show client summary. It then counts the clients that are 
associated and authenticated. I then try to get a percentage by dividing the 
two. This is displayed on our monitoring wall. It's fairly correct and displays 
the overall connection success. 

I also have a linux pc with 2 wifi cards and try to connect to our 2 most 
important SSID's. If this doesn't work we get an SMS.

-Oorspronkelijk bericht-
Van: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] Namens Julian Y Koh
Verzonden: donderdag 22 oktober 2015 15:56
Aan: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU
Onderwerp: Re: [WIRELESS-LAN] Measuring User Experience

On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <mwill...@kent.edu> wrote:
> 
> Thank you for the ideas, everyone.  The problem that we have with measuring 
> tickets is that our user base is more apt to complain on social media and we 
> simply don’t have the man-hours to scour the various sites. 

There was some survey we got last year (can't remember the source, either 
EDUCAUSE or an internal one) that said that students just don't open tickets - 
the vast majority of the time they are going to friends for assistance, which 
of course leads to all sorts of wacky or outright wrong solutions for things.  

If we even do get tickets, the challenge then becomes getting the student to 
respond to us to set up a time to troubleshoot.  

Moving forward, we're going to be looking at some targeted surveys this year to 
see if we can get more actionable data.  


--
Julian Y. Koh
Associate Director, Telecommunications and Network Services Northwestern 
University Information Technology (NUIT)

2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public 
Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html>





**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.


**
Participation and subscription information for this EDUCAUSE Constituent Group 
discussion list can be found at http://www.educause.edu/groups/.

Re: [WIRELESS-LAN] Measuring User Experience

[Jon Scot Prunckle]

Matthew,

We experienced a similar dynamic when we first launched 802.11n with 802.1x.  
We moved from a previous system that was *completely* open (by necessity, not 
desire) to a secure auth system (very desired).

There was certainly a social media backlash as the new authentication was 
painful by comparison.  Peer organizations we spoke with on the matter said, to 
paraphrase, “Why are you paying attention to Twitter?”  Not that this is the 
advice you want, but we eventually proved that based on volume of successful 
authentications and volume of peak concurrent devices that the social media 
complains amounted to about 0.002% of authentications and 0.4% of the user base.

We’re not on the same system unfortunately so I can’t offer exact steps to 
remedy.  We’re using Juniper (formerly Trapeze) and we are able to run weekly 
reports of our 802.1x auth failures, assoc. failures, etc.  They’re not 
entirely helpful - most failures occur with improper MSCHAPv2 credentials so we 
see a failure for “John’s PC,” not 
jdoe4...@college.edu<mailto:jdoe4...@college.edu>.  Our system does log MAC 
address, but we don’t require our BYOD users to register the MAC address of 
their machine with the school, so we miss 1:1 correlation in that department as 
well.  But we did find about 25% of the data collected in the early running 
helped us track down valid credentials and assist users.

As to quality metrics…we received that one as well.  We’ve only recently 
completed super-gluing one-another’s heads back together.

What we opted for was to:
1) graph and measure bandwidth used by our wireless networks: this accounts for 
roughly 2/3 of the bandwidth used on campus or stated conversely is 
approximately 2 times the bandwidth used on the “wired” networks;
2) count and chart successful authentications by month*;
3) graph session load on each wireless controller via Cacti and create an 
aggregate graph showing total sessions at 5 minute intervals with min, max and 
averages output.

* A member of our access management team was kind enough to provide us data 
with time stamps for successful authentications so we were able to demonstrate 
authentications per minute.  I think we had several peaks in the mid-thousands 
per minute. I would have to look back at the data.

But, short story longer, we were able to provide enough data that essentially 
10^7th auths per month for a student body of 10^4 students with peak concurrent 
sessions of 10^4 / 2 and bandwidth of ‘x’ Gbps = quality user experience.

It is as close as we were able to get to assessing end user experience.

With our system, we can track the performance of individual sessions, average 
SNR, RSSI and duration, but the numbers were more difficult to work with than 
we anticipated.

Hope this was mildly helpful.

- Scot


On Oct 22, 2015, at 8:11 AM, Williams, Matthew 
<mwill...@kent.edu<mailto:mwill...@kent.edu>> wrote:

Thank you for the ideas, everyone.  The problem that we have with measuring 
tickets is that our user base is more apt to complain on social media and we 
simply don’t have the man-hours to scour the various sites.

Another component that we were thinking about trying to tie into this metric is 
disconnects, but I can’t find a reliable report from Cisco Prime 
Infrastructure.  At any rate, I’ll start with all of the great feedback from 
all of you and see where we end up.  Thanks again!

Respectfully,

Matthew Williams
Manager, Network and Telecommunications Services
Kent State University
Office: (330) 672-7246
Mobile: (330) 469-0445

From: The EDUCAUSE Wireless Issues Constituent Group Listserv 
[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Pete Hoffswell
Sent: Thursday, October 22, 2015 8:52 AM
To: 
WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU<mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [WIRELESS-LAN] Measuring User Experience

I pretty much measure this by number of tickets opened for wifi issues at our 
support desk.  It's a pretty good spot to measure "user experience".  Perhaps 
the only spot.

-
Pete Hoffswell - Network Manager
pete.hoffsw...@davenport.edu<mailto:pete.hoffsw...@davenport.edu>
http://www.davenport.edu<http://www.davenport.edu/>

On Thu, Oct 22, 2015 at 8:46 AM, Matthew McFall 
<mmcf...@jsu.edu<mailto:mmcf...@jsu.edu>> wrote:
Matthew,

Another suggestion would be to do a poll/survey of the end users.  Depending on 
the response you get, you may get some useful feedback.
Matthew S. McFall
Network Engineer
CCNA/CCNA-Security
Division of Information Technology
Jacksonville State University
Office: 256-782-5664
[http://www.jsu.edu/gem_images/jsu_it_footer.gif]


From: "Philippe Hanset" <phan...@anyroam.net<mailto:phan...@anyroam.net>>
To: 
WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU<mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU>
Sent: Thursday, October 22, 2015 7:43:31 AM
Subject: Re: [WIRELESS-LAN] Measu