Analyzing user experience from negative reviews: The Salesforce case study

The mobile business represents a rapidly growing market where user experience has a crucial role in sustaining the business. Its evaluation has gained interest, both in industry and academia, as it directly affects user satisfaction and loyalty, thus, competitiveness and company revenue. This paper aims to point to the reach of topic modeling in user experience evaluation. It is an effective approach to identifying aspects considered negative by mobile application users, relevant as a guideline for product improvement. The authors demonstrate this in the SalesForce mobile application case study using topic modeling to analyze 2.501 user reviews collected from the Google Play Store. Research results indicate key shortcomings of the application: compatibility, unreliability, slow loading, and excessive notifications. The research presents an innovative approach to user experience analysis and offers practical solutions for improving the SalesForce mobile business application.