Any time a Netflix member sits down, reclines in their chair and turns on their TV to Netflix, there's a moment of truth. It's an opportunity to deliver a spectacular service with amazing quality of experience. Misses, errors, or high latency that prevent individuals from streaming, as a result of ISP configuration changes, code deployment, or catastrophic fallback, result in an impact on how our service is perceived. This talk will go over how we measure the quality of experience for our members and how we work to develop new metrics when we have additional offerings like live streaming and cloud gaming.