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User review is a crucial component of open mobile app markets such as the Google Play Store. How do we automatically summarize millions of user reviews and make sense out of them? Unfortunately, beyond simple summaries such as histograms of user ratings, there are few analytic tools that can provide insights into user reviews. In this paper, we propose WisCom, a system that can analyze tens of millions user ratings and comments in mobile app markets at three di erent levels of detail. Our system is able to (a) discover inconsistencies in reviews; (b) identify reasons why users like or dislike a given app, and provide an interactive, zoomable view of how users' reviews evolve over time; and (c) provide valuable insights into the entire app market, identifying users' major concerns and preferences of di fferent types of apps. Results using our techniques are reported on a 32GB dataset consisting of over 13 million user reviews of 171,493 Android apps in the Google Play Store. We discuss how the techniques presented herein can be deployed to help a mobile app market operator such as Google as well as individual app developers and end-users. Bin Fu, Jialiu Lin, Lei Li, Jason Hong, Christos Faloutsos, Norman Sadeh
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Why People Hate Your App Making Sense of User Feedback in a
Mobile App Store
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 SadehCarnegie Mellon University, University of California Berkeley
KDD’13 Industry Track
2
32.4GB data:180k Android app until Nov 2012.13M user reviews
......
Lei Li @ KDD 2013
awesome
good but needs
improving
crash, pls fix!!!
What are users complaining about? What are users complaining about?
04/10/2023 3
awesome
good but needs
improving
crash, pls fix!!!
Lei Li @ KDD 2013
What are market trends?What are market trends?
04/10/2023 4
Lei Li @ KDD 2013
All build upon a single questionAll build upon a single question
04/10/2023 5
How to summarize millions of comments with ratings?
Beyond histogram
Lei Li @ KDD 2013
WisCom to rescueWisCom to rescue• S1: Per review analysis
–Inconsistent reviews• S2: Per app analysis
–Root causes –Dynamic view
• S3: Whole market analysis–Trends and insights
04/10/2023 6
Unstable
Costly Unattractive
04/10/2023 Lei Li @ KDD 2013 7
S2: Meso Analysis:Dynamic View of Root CausesS2: Meso Analysis:Dynamic View of Root Causes• Summarization of all comments / app• Root causes over time
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
Negative reviews Positive reviews
“What’s in it?” J.Kleinberg
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# of
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men
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
12/30/2011 fix it! It keeps force closing on stage 1, need an update, please!!!
stability cost
Stability CostConnectivity Compatibility
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
“What’s in it?”
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1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity05/30/2012 Would give 0 stars if I could. Server error.
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1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity05/30/2012 Would give 0 stars if I could. Server error.
06/06/2012 Finally fixed. Hooray >:)
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S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
Stability CostConnectivity Compatibility
# of
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04/10/2023 Lei Li @ KDD 2013 16
S3: Macro Analysis:Discovery of Market TrendsS3: Macro Analysis:Discovery of Market Trends
• User prefs for different types of apps?
S3:Outstanding prefs in market categoriesS3:Outstanding prefs in market categories
• Games, same top complaints
• Non-games: different top complaints
cost
stability
attractiveness
0% 10% 20% 30% 40% 50% 60%
10%
18%
55%
connectivity
accuracy
0% 10% 20% 30% 40% 50% 60%
31%
56%weather
business
Lei Li @ KDD 2013 18
Users’ Reaction to Free and Paid AppsUsers’ Reaction to Free and Paid Apps
100 most reviewed applications and games
equally scattered
complaints
Unstable
Costly UnattractiveFree apps
G: GameA: other apps
Paid apps??
Unstable
Costly UnattractivePaid apps04/10/2023
Lei Li @ KDD 2013 19
Users’ Reaction to Free and Paid AppsUsers’ Reaction to Free and Paid Apps
100 most reviewed applications and games
equally scattered
complaints
Unstable
Costly UnattractiveFree apps
G: GameA: other apps
Unstable
Costly UnattractivePaid apps04/10/2023
Users more tolerant to cost of games than applications
Lei Li @ KDD 2013 20
ConclusionsConclusions• WisCom discovers
–Inconsistency–Root causes–Market trends
• [email protected]• Stay tuned for online
version04/10/2023
Unstable
Costly Unattractive
