What Do Mobile App Users Complain About?

Khalid, Hammad; Shihab, Emad; Nagappan, Meiyappan; Hassan, Ahmed E.
May 2015
IEEE Software;May2015, Vol. 32 Issue 3, p70
Academic Journal
Mobile-app quality is becoming an increasingly important issue. These apps are generally delivered through app stores that let users post reviews. These reviews provide a rich data source you can leverage to understand user-reported issues. Researchers qualitatively studied 6,390 low-rated user reviews for 20 free-to-download iOS apps. They uncovered 12 types of user complaints. The most frequent complaints were functional errors, feature requests, and app crashes. Complaints about privacy and ethical issues and hidden app costs most negatively affected ratings. In 11 percent of the reviews, users attributed their complaints to a recent app update. This study provides insight into the user-reported issues of iOS apps, along with their frequency and impact, which can help developers better prioritize their limited quality assurance resources.


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