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Customer satisfaction and customer feedback are essential to software manufacturers for a better understanding of customer needs. This paper focuses on one Croatian software development company that relies on its employees to communicate with customers and propose necessary actions for improving customer satisfaction. A questionnaire was used to collect the data. It aims to determine customer involvement in developing new features and what information can be extracted from customer feedback. The results show that senior employees can make decisions based on customer feedback. Additionally, these employees involve customers in the development process.

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1009240
Subject
End users;
User interface;
Software;
Customer satisfaction;
Usability;
Software development;
User experience;
Communication;
Feedback;
Customer feedback;
User satisfaction;
Employees;
User feedback;
Multiple choice;
Questionnaires;
Information systems;
Data collection;
Customers;
User-centered design
Business indexing term
Title
Indirect User Experience Evaluation: Insights from Employees Working on a Public Sector Information System
Author
Kavran, Krešimir 1 ; Šumak, Boštjan 2 

1  InfoDom Ltd. Andrije Žaje 61, 10000 Zagreb, Croatia [email protected] 
2  University of Maribor Faculty of Electrical Engineering and Computer Science Koroska cesta 46, 2000 Maribor, Slovenia [email protected] 
Publication title
Central European Conference on Information and Intelligent Systems; Varazdin
Pages
247-257
Number of pages
12
Publication year
2025
Publication date
2025
Publisher
Faculty of Organization and Informatics Varazdin
Place of publication
Varazdin
Country of publication
Croatia
Publication subject
Computers--Artificial Intelligence, Computers--Information Science And Information Theory
ISSN
18472001
e-ISSN
18482295
Source type
Conference Paper
Language of publication
English
Document type
Conference Proceedings
ProQuest document ID
3285777971
Document URL
https://www.proquest.com/conference-papers-proceedings/indirect-user-experience-evaluation-insights/docview/3285777971/se-2?accountid=208611
Copyright
© 2025. This work is published under http://archive.ceciis.foi.hr/app/index.php/ceciis/archive (the "License"). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.
Last updated
2025-12-22
Database
ProQuest One Academic