The effect of requests for user feedback on Quality of Experience

Abstract

Companies are interested in knowing how users experience and perceive their products. Quality of Experience (QoE) is a measurement that is used to assess the degree of delight or annoyance in experiencing a software product. To assess QoE, we have used a feedback tool integrated into a software product to ask users about their QoE ratings and to obtain information about their rationales for good or bad QoEs. It is known that requests for feedback may disturb users; however, little is known about the subjective reasoning behind this disturbance or about whether this disturbance negatively affects the QoE of the software product for which the feedback is sought. In this paper, we present a mixed qualitativequantitative study with 35 subjects that explore the relationship between feedback requests and QoE. The subjects experienced a requirement-modeling mobile product, which was integrated with a feedback tool. During and at the end of the experience, we collected the users' perceptions of the product and the feedback requests. Based on the users' rational for being disturbed by the feedback requests, such as Bearly feedback,^Binterruptive requests,^Bfrequent requests,^and Bapparently inappropriate content,^we modeled feedback requests. The model defines feedback requests using a set of five-tuple variables: Btask,^Btiming^of the task for issuing the feedback requests, user's Bexpertise-phase^with the product, the Bfrequency^of feedback requests about the task, and the Bcontent^of the feedback request. Configuration of these parameters might drive the participants' perceived disturbances. We also found that the disturbances generated by triggering user feedback requests have negligible impacts on the Software Qual J

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