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Customer Feedback and Data Collection Techniques in Software R&D: A Literature Review
Malmö högskola, Faculty of Technology and Society (TS). Malmö högskola, Internet of Things and People (IOTAP).ORCID iD: 0000-0003-4908-2708
Malmö högskola, Faculty of Technology and Society (TS). Malmö högskola, Internet of Things and People (IOTAP).ORCID iD: 0000-0002-7700-1816
2015 (English)In: Software Business: 6th International Conference, ICSOB 2015, Braga, Portugal, June 10-12, 2015, Proceedings, Springer, 2015, p. 139-153Conference paper, Published paper (Refereed)
Abstract [en]

In many companies, product management struggles in getting accurate customer feedback. Often, validation and confirmation of functionality with customers takes place only after the product has been deployed, and there are no mechanisms that help product managers to continuously learn from customers. Although there are techniques available for collecting customer feedback, these are typically not applied as part of a continuous feedback loop. As a result, the selection and prioritization of features becomes far from optimal, and product deviates from what the customers need. In this paper, we present a literature review of currently recognized techniques for collecting customer feedback. We develop a model in which we categorize the techniques according to their characteristics. The purpose of this literature review is to provide an overview of current software engineering research in this area and to better understand the different techniques that are used for collecting customer feedback.

Place, publisher, year, edition, pages
Springer, 2015. p. 139-153
Series
Lecture Notes in Business Information Processing, ISSN 1865-1348 ; 210
Keywords [en]
Customer feedback, Data collection, The ‘open loop’ problem, Qualitative feedback, Quantitative data
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:mau:diva-12419DOI: 10.1007/978-3-319-19593-3_12ISI: 000365180900014Scopus ID: 2-s2.0-84937459077Local ID: 19593OAI: oai:DiVA.org:mau-12419DiVA, id: diva2:1409466
Conference
6th International Conference on Software Business (ICSOB 2015), Braga, Portugal (2015)
Available from: 2020-02-29 Created: 2020-02-29 Last updated: 2024-04-04Bibliographically approved

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fulltext(468 kB)2175 downloads
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Publisher's full textScopushttps://sites.google.com/site/icsob2015/

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Fabijan, AleksanderOlsson Holmström, Helena

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