Streaming video continues to experience unprecedented growth. This underscores the need to identify user-centric performance measures and models that will allow operators to satisfy requirements for cost-effective network dimensioning delivered with an acceptable level of user experience. This paper presents an analysis of two novel metrics in the context of fixed capacity links: (i) the average proportion of a video’s playing time during which the quality is reduced and (ii) the average proportion of videos which experience reduced quality at least once during their playing time, based on an M/M/∞ system. Our analysis is shown to hold for the more general M/G/∞ system for metric (i), but not for (ii) and simulation studies show an unexpected form of sensitivity of metric (ii) to the flow duration distribution, contrary to the norm of increasing variance causing worse performance. At typical operational loads these new metrics provide a more sensitive and information rich guide for understanding how user experience degrades, than the widely used average throughput metric does. We further show that only the combined use of this existing and our new metrics can provide a holistic perspective on overall user performance.