Abstract
The Web is one of the most successful Internet applications. Yet, the quality of Web users’ experience is still largely impenetrable. Whereas Web performance is typically studied with controlled experiments, in this work we perform a large-scale study of a real site, Wikipedia, explicitly asking (a small fraction of its) users for feedback on the browsing experience. The analysis of the collected feedback reveals that 85% of users are satisfied, along with both expected (e.g., the impact of browser and network connectivity) and surprising findings (e.g., absence of day/night, weekday/weekend seasonality) that we detail in this paper. Also, we leverage user responses to build supervised data-driven models to predict user satisfaction which, despite including state-of-the art quality of experience metrics, are still far from achieving accurate results (0.62 recall of negative answers). Finally, we make our dataset publicly available, hopefully contributing in enriching and refining the scientific community knowledge on Web users’ QoE.
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