User feedback has grown in importance for organizations to improve software products. Prior studies focused primarily on feedback collection and reported a high-level overview of the processes, often overlooking how practitioners reason about, and act upon this feedback through a structured set of activities. In this work, we conducted an exploratory interview study with 40 practitioners from 32 organizations of various sizes and in several domains such as e-commerce, analytics, and gaming. Our findings indicate that organizations leverage many different user feedback sources. Social media emerged as a key category of feedback that is increasingly critical for many organizations. We found that organizations actively engage in a number of non-trivial activities to curate and act on user feedback, depending on its source. We synthesize these activities into a life cycle of managing user feedback. We also report on the best practices for managing user feedback that we distilled from responses of practitioners who felt that their organization effectively understood and addressed their users' feedback. We present actionable empirical results that organizations can leverage to increase their understanding of user perception and behavior for better products thus reducing user attrition.

翻译：用户反馈对于组织改进软件产品的重要性日益增长。以往的研究主要关注反馈收集，并提供了流程的高层概述，往往忽略了从业者如何通过一系列结构化活动来推理并响应这些反馈。在本研究中，我们对来自32家不同规模组织（涵盖电子商务、分析、游戏等多个领域）的40名从业者进行了探索性访谈研究。研究结果表明，各组织利用了众多不同的用户反馈来源。社交媒体作为一种反馈类别逐渐涌现，对许多组织而言愈发关键。我们发现，组织根据反馈来源，积极参与一系列非琐碎的活动来整理和响应用户反馈。我们将这些活动综合归纳为用户反馈管理的生命周期。我们还报告了从那些认为其组织有效理解并处理用户反馈的从业者回应中提炼出的最佳实践。我们提供了可操作的实证结果，组织可借此加深对用户感知和行为的理解，从而打造更好的产品，减少用户流失。