Converting customer survey feedback data into usable insights has always been a great challenge for large software enterprises. Despite the improvements on this field, a major obstacle often remains when drawing the right conclusions out of the data and channeling them into the software development process. In this paper we present a practical end-to-end approach of how to extract useful information out of a data set and leverage the information to drive change. We describe how to choose the right metrics to measure, gather appropriate feedback from customer end-users, analyze the data by leveraging methods from inferential statistics, make the data transparent, and finally drive change with the results. Furthermore, we present an example of a UX prototype dashboard that can be used to communicate the analyses to stakeholders within the company.
@article{arxiv.2509.10064,
title = {From customer survey feedback to software improvements: Leveraging the full potential of data},
author = {Erik Bertram and Nina Hollender and Sebastian Juhl and Sandra Loop and Martin Schrepp},
journal= {arXiv preprint arXiv:2509.10064},
year = {2025}
}