Customer Feedback and Data Collection Techniques : A Systematic Literature Review on the Role and Impact of Feedback in Software Product Development

• Background: Customer feedback is critical for successful product development. Software companies continuously collect it in order to become more data-driven. By understanding how these feedback data are collected, companies’ ability to accumulate and synthesize the learnings, and correctly prioritize product development decisions increases. Objective: The purpose of this study is to (1) provide an overview of the sources and feedback collection techniques, (2) demonstrate the impact that customer and product data have on product development, and (3) provide the open research challenges on this topic. Method: We performed a systematic literature review of customer feedback and data collection techniques, analyzing 71 papers on the subject taken from a gross collection of 1298.  Results: We (1) identify the different customer feedback techniques and sources where these data originate and summarize them in the “Customer Feedback Model”. Next, we show the (2) impact that the customer feedback has on the overall development process. Finally, we (3) conclude with future research challenges. Conclusions: Our research reveals a compelling set of feedback data collection techniques that can be used throughout the development stages of software products. The identified challenges, however, indicate that the use of feedback today is fragmented and with limited tool support. 

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap -- Programvaruteknik (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences -- Software Engineering (hsv//eng)

Publikations- och innehållstyp

vet (ämneskategori)

ovr (ämneskategori)