Customer Feedback and Data Collection Techniques in Software R&D : A Literature Review

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Customer Feedback and Data Collection Techniques in Software R&D : A Literature Review

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Publication Conference Paper, peer reviewed
Title Customer Feedback and Data Collection Techniques in Software R&D : A Literature Review
Author(s) Fabijan, Aleksander ; Holmström Olsson, Helena ; Bosch, Jan
Date 2015
Editor(s) Fernandes, João M.; Machado, Ricardo J.; Wnuk, Krzysztof
English abstract
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.
DOI http://dx.doi.org/10.1007/978-3-319-19593-3_12 (link to publisher's fulltext)
Publisher Springer
Host/Issue Lecture Notes in Business Information Processing;210
ISSN 1865-1348
Pages 139-153
Language eng (iso)
Subject(s) Customer feedback
Data collection
The ‘open loop’ problem
Qualitative feedback
Quantitative data
Technology
Research Subject Categories::TECHNOLOGY
Note 6th International Conference on Software Business (ICSOB 2015), Braga, Portugal
Handle http://hdl.handle.net/2043/19593 (link to this page)
Link https://sites.google.com/site/icsob2015/ (external link to related web page)

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