This document summarizes research on analyzing user reviews from mobile app stores to understand user complaints and market trends. The researchers analyzed over 13 million user reviews for 180,000 Android apps to identify what users were complaining about for individual apps over time, popular complaints for different app categories, and how user reactions differed between free and paid apps.
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Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013
1. Why People Hate Your App
Making Sense of User Feedback in a
Mobile App Store
Bin Fu, Jialiu Lin, Lei Li,
Jason Hong, Christos Faloutsos, Norman Sadeh
Carnegie Mellon University, University of California Berkeley
KDD’13 Industry Track
14. 0
10
20
30
40
50
60
70
80
90
100
day
#ofcomments
S2: Dynamic View: Life Story of App
14
stability cost
Stability Cost
Connectivity Compatibility
stability cost
connectivity
05/30/2012 Would
give 0 stars if I
could. Server error.
06/06/2012 Finally
fixed. Hooray >:)
15. S2: Dynamic View: Life Story of App
15
Stability Cost
Connectivity Compatibility
#ofcomments
day
16. S3: Macro Analysis:
Discovery of Market Trends
16
• User prefs for different types of apps?
8/15/2013 Lei Li @ KDD 2013
17. S3:Outstanding prefs in market categories
• Games, same top complaints
• Non-games: different top complaints
10%
18%
55%
0% 10% 20% 30% 40% 50% 60%
cost
stability
attractiveness
31%
56%
0% 10% 20% 30% 40% 50% 60%
connectivity
accuracy
weather
business
18. Users’ Reaction to Free and Paid Apps
18
100 most reviewed applications and games
equally
scattered
complaints
Unstable
Costly Unattractive
Free
apps
G: Game
A: other apps
Paid apps
??
Unstable
Costly Unattractiv
Paid
apps8/15/2013 Lei Li @ KDD 2013
19. Users’ Reaction to Free and Paid Apps
19
100 most reviewed applications and games
equally
scattered
complaints
Unstable
Costly Unattractive
Free
apps
G: Game
A: other apps
Unstable
Costly UnattractivPaid
apps8/15/2013 Lei Li @ KDD 2013
Users more tolerant to cost
of games than applications
Distinct Features of App ReviewsShorter in length More typos, slangs, not structured sentence Reviews of the same app can target to different versions
Detect inconsistent comments/ratings;Identify root causes of users’ negative reviewsTrack the evolving patterns of user reviewsDiscover market trends
Observation 1: spikes corresponds to versions of apps
Arcade & Action Brain & Puzzle Cards & Casino RacingSports Games CasualBusiness: e-wallet, square
100 most reviewed free applications and 100 most reviewed free games, paid and paidApplication received more unified complains. Left…. , game can attribute to multiple reasons Horizontally, 1 higher quality in generalUsers more tolerant to cost of games than applications
100 most reviewed free applications and 100 most reviewed free games, paid and paidApplication received more unified complains. Left…. , game can attribute to multiple reasons Horizontally, 1 higher quality in generalUsers more tolerant to cost of games than applications
Sentiment analysis, extract the vocabulary that can be used for further analysisDoes this review make sense?Sample 8% of the commentsRemove HTML tags and delete non-English reviewsSegment comments into wordsRemove rarely used words.- Yield 19K distinct words, from 988K comments.
Before we go that direction, there is another small application we want to talk about Might attributed to careless mistakes or intentional manipulationInconsistent reviews were removed for later analysis
Objective function of the regression model
However, most of the words only express strong feeling, but not telling us the reasons. Let’s see another set of words that we picked up from the model
This is also motivate us to proceed to the next level, to find the root cause of bad reviews
Q1: What are the advantages and defects for a particular app?Q2: What are main complaints from users? What are main complaints from my competitors? Automatic summarizationQ3: Is there any anomalies or spam comments? Is there any difference among different categories of apps? What are the market trends?
Some contains features, like , picture, media, telephon, some relate to performance such as stability, compativility, etc. Others talking about cost. These 10 topics are the most significant ones that detected cross the whole market