Techniques are disclosed for representing a user quality of experience (QoE) experienced by users of a streaming media service using a single QoE metric. The single QoE metric may be determined based on a set of empirical characteristics relating to the streaming video service such as startup latency, video quality, and the likelihood of interruptions in streaming playback. The empirical characteristics may be weighted according to how much one factor influences user quality of experience, relative to the others. Representing the QoE as a single metric may allow a streaming media service provider to improve key business measures such as subscriber retention and engagement.