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Voice of the users: an extended study of software feedback engagement

Tizard, James; Rietz, Tim 1; Liu, Xuanhui; Blincoe, Kelly
1 Karlsruher Institut für Technologie (KIT)


Many software users give feedback online about the applications they use. This feedback often contains valuable requirements information that can be used to guide the effective maintenance and evolution of a software product. Yet, not all software users give online feedback. If the demographics of a user-base aren’t fairly represented, there is a danger that the needs of less vocal users won’t be considered in development. This work investigates feedback on three prominent online channels: app stores, product forums, and social media. We directly survey software users about their feedback habits, as well as what motivates and dissuades them from providing feedback online. In an initial survey of 1040 software users, we identify statistically significant differences in the demographics of users who give feedback (gender, age, etc.), and key differences in what motivates them to engage with each of the three studied channels. In a second survey of 936 software users, we identify the top reasons users don’t give feedback, including significant differences between demographic groups. We also present a detailed list of user-rated methods to encourage their feedback. ... mehr

DOI: 10.1007/s00766-021-00357-1
Zitationen: 1
Web of Science
Zitationen: 2
Zitationen: 2
Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Publikationsmonat/-jahr 06.2021
Sprache Englisch
Identifikator ISSN: 0947-3602, 1432-010X
KITopen-ID: 1000134471
Erschienen in Requirements engineering
Verlag Springer
Vorab online veröffentlicht am 14.06.2021
Schlagwörter voice of the user, feedback engagement, feedback motivation, demographics, survey study
Nachgewiesen in Dimensions
Web of Science
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