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{"sheet":"Read_First","index":0,"n_rows":14,"n_cols":1,"rows_kept":14,"cut":false,"hidden":false,"merged":[[11,0,11,6],[13,0,13,6],[3,0,3,6],[0,0,0,6],[1,0,1,6],[5,0,5,6],[9,0,9,6],[7,0,7,6]]}
["SFAA Data Analysis Tool\nAuthors: Pattarapong Virojpakorn and Twittie Senivongse\nDepartment of Computer Engineering, Faculty of Engineering, Chulalongkorn University\nCopyright of Chulalongkorn University"]
["The goal of this tool is to support the automated analysis of the SFAA QUESTIONS (Software User Feedback Analysis Assessment) in a simple and efficient way. Just input the response data into the Data worksheet, and the tool will automatically calculate the maturity level and related scores based on predefined criteria.\n\nThis tool is based on the Software User Feedback Analysis Maturity Model (SFAMM) — a simple and structured way to assess how well an organization uses user feedback to maintain and improve its software. User feedback helps reveal real-world usage, common issues, and opportunities for enhancement.\n\nSFAMM defines six maturity levels, showing how effectively teams manage feedback. The tool guides you through self-assessment using the SFAA questionnaire, helping you see your current level and where to improve.\n\nAt its core, this involves Software User Feedback Analysis (SFA) — a process that includes collecting feedback, selecting useful insights, grouping similar inputs, and prioritizing what matters most. This supports better decision-making and smarter software updates.\n\nAll instructions in this tool are provided in English."]
[]
["This tool includes the following sheets:\nEvidence: Before answering the questionnaire, please review the related documents (work products) available in your organization. These can help you better understand each question and support your assessment.\n\nData: This is where you enter the raw responses collected from the SFAA questionnaire. Ensure that all 13 questions are answered, including both single-answer and multiple-answer. The tool will use this data to automatically analyze and calculate the maturity levels.\n\nResults: This sheet shows the step-by-step calculations and outputs in a tabular format. It includes scoring per dimension, overall maturity level classification, and summary indicators to help interpret the results effectively.\n"]
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["Note:\nThis worksheet contains macros that support automated calculations and functions. If the file is downloaded from the internet or shared via platforms such as Google Drive or messaging apps, Excel may block macros for security reasons."]
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["To ensure proper functionality:"]
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["1. Before opening the file, right-click on the downloaded .xlsm file, select Properties, check the box labeled \"Unblock\", then click Apply and OK."]
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["2. When opening the file in Excel, if a yellow security warning appears, click \"Enable Content\" to allow the macros to run."]
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["If macros are not enabled, automatic calculations and results display in this worksheet may not function correctly."]

{"sheet":"Evidence","index":1,"n_rows":26,"n_cols":2,"rows_kept":26,"cut":false,"hidden":false,"merged":[[0,0,0,15]]}
["Refer to related evidence before answering\nTo assist your judgment, each question is supported by examples of relevant work products. These materials—such as planning documents, process records, or meeting summaries—help clarify the meaning of each question and provide a reference point for evaluating your organization’s current practices."]
[]
["These work products are documents or records created during the Software Feedback Analysis Process (SFAP). "]
["They may be informal (e.g., personal notes, team memos) or formal (e.g., reports, meeting minutes), and can be originated from individuals, teams, or the organization."]
[]
["Work products are typically grouped into 4 main types:"]
[]
["1. Strategy Work Products – Documentation and planning for funding and resources prepared for user feedback analysis"]
[1.1000000000000001,"Strategic documents that outline ideas for using user feedback to improve software (e.g., memos, notes, or orgaizational stretegic plans) "]
[1.2,"Planning documents that outline how feedback is analyzed and prioritized (e.g., memos, notes, or organizational planning documents)"]
[1.3,"Budget and resource allocation records related to feedback analysis (e.g., internal notes or official documents)."]
[1.4,"Task assignments and job descriptions related to feedback analysis roles and responsibilities."]
[1.5,"Tools supporting manual or automated collection and analysis of feedback"]
[]
["2. Culture Work Products – Materials that reflect the value, goals, or benefits of analyzing user feedback, including training, to promote organizational awareness"]
[2.1,"Statements on goals, value, and benefits of user feedback analysis, including directives for its utilization (e.g., memos, notes, meeting records, or organizational policies) "]
[2.2000000000000002,"Training materials or consultation records related to building personnel capability in analysis and utilization of user feedback (e.g., memos, notes, or organizational training materials)"]
[]
["3. Process Work Products – Documentation and data related to the activities conducted in the software user feedback analysis process"]
[3.1,"Operational documents such as performance records or standard operating procedures (SOPs) related to SFA activities."]
[3.2,"Outputs of analysis work, including raw and filtered feedback, categorized and deduplicated items, prioritized feedback, and related change requests."]
[]
["4. Outcomes Work Products – Final outcomes of feedback analysis"]
[4.0999999999999996,"Documents related to the analysis of the impact of software changes resulting from user feedback (e.g., memos, notes, meeting minutes, or organizational-level impact analysis reports)"]
[4.2,"Software changes to be implemented as a result of analyzing and prioritizing user feedback"]
[4.3,"Quantitative metrics or data related to the analysis of user feedback (e.g., Number of Feedback (by type), Defect Rate, Customer Satisfaction Score (CSAT), Churn Rate, Time to Market (TTM), UX Score, Performance, Traffic, User Engagement, Conversion)"]

{"sheet":"Data","index":2,"n_rows":187,"n_cols":2,"rows_kept":187,"cut":false,"hidden":false,"merged":[[97,1,98,15],[120,1,121,15],[127,1,128,15],[139,1,140,15],[153,1,154,15],[63,1,64,15],[86,1,87,15],[91,1,92,15],[94,1,95,15],[66,1,68,15],[0,0,0,15],[1,0,1,15],[53,0,53,15],[36,1,37,15],[56,1,57,15],[162,1,163,15],[165,1,166,15],[170,1,171,15],[112,0,112,15],[157,0,157,15],[113,0,114,15]]}
["Please answer the questions below!\nEnsure that all 13 SFAA questions are answered. For each item, select the answer that best reflects your organization's current practice. \n\nThis assessment is designed based on four key maturity factors—Strategy (Q1–Q4), Culture (Q5–Q8), Process (Q9–Q11), and Outcomes (Q12–Q13)—with subfactors defined across different maturity levels. A total of 13 questions have been developed to evaluate how your organization conducts Software User Feedback Analysis Process (SFAP).\n\nThe questionnaire includes two types of questions:\nSingle-answer questions – Only one option can be selected.\nMultiple-answer questions – Multiple selections are allowed."]
["Strategy"]
["Question 1: What kind of goals does your organization have regarding SFAP?"]
[]
[null,"1 - There are no goals related to user feedback analysis."]
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[null,"2 - There are general goals related to user feedback analysis, with references to how the analysis should be conducted or how success should be achieved."]
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[null,"3 - There are specific, clearly defined, and documented goals related to user feedback"]
[]
[null,"4 - There are goals related to user feedback analysis that are defined for both the short term and the long term."]
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[null,"5 - User feedback analysis goals are prioritized to identify the most important ones."]
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[null,"6 - There is a roadmap or strategic plan that outlines how the user feedback analysis goals will be achieved."]
[]
[]
["Question 2 : When are SFAP activities scheduled into the work plan?"]
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[null,"1- User feedback analysis is not included in software maintenance project schedules."]
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[null,"2 - User feedback analysis usually occurs before any software improvement or corrective action is taken."]
[]
[null,"3 - User feedback analysis is usually included when planning maintenance project schedules."]
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[null,"4 - User feedback analysis plays a role in prioritizing software feature improvements and in planning maintenance tasks."]
[]
[null,"5 - User feedback analysis is always part of early planning of maintenance projects, at least to scope whether it is needed to be carried out."]
[]
[]
["Question 3:  What type of human resources does your organization have for conducting SFAP?"]
[]
[null,"1 - There are no personnel with specialized skills or experience in user feedback analysis."]
[]
[null,"2 - Some personnel have skills or experience related to user feedback analysis, even though it is not their primary responsibility."]
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[null,"3 - Some personnel are responsible for user feedback analysis or are assigned this role as a primary task, but the number is insufficient for all required activities. External personnel may need to be hired to assist or provide consultation."]
[]
[]
[null,"4 - There are sufficient personnel with specialized skills and experience in user feedback analysis to carry out all related activities."]
[]
[]
["Question 4:  What type of financial resources does your organization have for conducting user feedback analysis?"]
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[null,"1 - No money is spent on internal staff, external personnel, consultants, or any other resources related to user feedback analysis."]
[]
[null,"2 - Some parts of user feedback analysis are supported through leftover or unplanned budgets, but there is no dedicated budget specifically for this work."]
[]
[null,"3 - There is a dedicated budget for user feedback analysis, but it is not sufficient to fully support all related activities."]
[]
[null,"4 - There is a sufficient or substantial dedicated budget for user feedback analysis."]
[]
[]
["Culture"]
["Question 5:  In your organization, how do most personnel perceive or understand SFAP?"]
[]
[null,"1 - Personnel in the organization are unfamiliar with user feedback analysis or misunderstand it. They may see it as complicated and unnecessary, or believe that operations can continue effectively without engaging in such activities."]
[]
[]
[null,"2 - Personnel have some awareness of the concept of user feedback analysis but still have limited understanding of its benefits."]
[]
[null,"3 - Some personnel have a clear understanding of user feedback analysis, but many others still lack knowledge and clear understanding of the subject."]
[]
[null,"4 - The definition of user feedback analysis is consistently understood across the organization, but the understanding is limited. For example, it may be viewed solely as a task for developers to fix software issues (Corrective Maintenance), such as software malfunctions or errors."]
[]
[]
[null,"5 - The definition of user feedback analysis is not only consistently understood across the organization but also recognized as a task involving various roles and development teams. It is considered beneficial across the entire software maintenance and evolution process, including corrective, perfective, adaptive, and preventive maintenance."]
[]
[]
[]
[]
["Question 6:  How do your leaders support SFAP?"]
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[null,"1 - Leaders do not support user feedback analysis in any way."]
[]
[null,"2 - Leaders are aware of user feedback analysis but show little interest or provide minimal support for its implementation."]
[]
[null,"3 - Most leaders acknowledge the importance of user feedback analysis, but some remain unconvinced or do not offer adequate support."]
[]
[null,"4 - User feedback analysis is actively supported by the organization's top executives (e.g., CEO, CIO, CTO, or CDO)."]
[]
[]
["Question 7:  How does your organization support personnel in conducting SFAP?"]
[]
[null,"1 - There are no roles in the organization specifically responsible for user feedback analysis."]
[]
[null,"2 - There are few or no personnel whose job roles directly involve user feedback analysis, but some employees are self-motivated to incorporate feedback analysis into their regular tasks."]
[]
[]
[null,"3 - There are personnel with job roles directly responsible for user feedback analysis, but only a few have actual expertise in the area."]
[]
[null,"4 - The organization has human resource elements such as job profiles and career paths related to user feedback analysis, but career progression in these roles is not closely monitored."]
[]
[]
[null,"5 - The organization has human resource elements such as job profiles and career paths for user feedback analysis roles, and career progression in these roles is actively tracked."]
[]
[]
[null,"6 - The organization provides human resource structures (e.g., job profiles, career paths) for general roles related to user feedback analysis (e.g., Service Desk, Support Engineer, UX Researcher, UX Designer), as well as specialized roles (e.g., DesignOps, ResearchOps)."]
[]
[]
[]
["Question 8:  How does your organization plan to implement and improve SFAP in the future?"]
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[null,"1 - There are no user feedback analysis activities currently being conducted."]
[]
[null,"2 - User feedback analysis is being carried out in an ad hoc or superficial manner, with no clear planning and little to no effort to evaluate or improve the process."]
[]
[null,"3 - Only some teams are attempting to improve user feedback analysis in their work, but not all teams across the organization."]
[]
[null,"4 - There are plans to continuously improve and iterate on user feedback analysis across all teams throughout the organization."]
[]
[]
["Process"]
["Question 9:  How and when are SFAP methods applied in your organization? (These methods involve feedback collection, useful feedback selection, feedback categorization and duplicate filtering, and feedback prioritization.)"]
[]
[]
[null,"1 - No methods related to user feedback analysis are applied."]
[]
[null,"2 - At least a few methods or activities related to user feedback analysis are applied."]
[]
[null,"3 - Methods related to user feedback analysis are repeatedly applied throughout the software maintenance process—from problem and requirement analysis, design, software improvement, testing, to follow-up—ensuring responses align with the feedback received."]
[]
[]
[null,"4 - User feedback analysis activities are defined as a formal process, documented in writing, and commonly understood across all teams in the organization."]
[]
[null,"5 - A variety of user feedback analysis methods are applied across multiple software maintenance projects."]
[]
[null,"6 - User feedback analysis is used not only in regular software maintenance but also in other business arenas such as organizational strategy, marketing, human resources, and research and development."]
[]
[]
[]
["Question 10:  How do personnel who are not directly responsible for SFAP perceive or understand SFAP?"]
[]
[null,"1 - There are no user feedback analysis activities, no personnel responsible for them, and the topic is never discussed within the organization."]
[]
[null,"2 - Personnel not directly responsible for user feedback analysis are aware that such activities exist, but they do not acknowledge or support them."]
[]
[null,"3 - Some personnel not directly responsible for user feedback analysis are interested and willing to be involved, but the majority still do not support these activities."]
[]
[null,"4 - Most personnel not directly responsible for user feedback analysis acknowledge and support these activities, though the level of support may vary across different parts of the organization."]
[]
[]
[null,"5 - Personnel not directly responsible for user feedback analysis strongly recognize the value of these activities and actively cooperate or assist in related tasks."]
[]
[]
["Question 11: Is SFAP conducted consistently across teams or projects and how?"]
[]
[null,"1 - Not at all: User feedback analysis is not being performed, and teams and projects are neither aware of nor concerned with this activity."]
[]
[null,"2 - Inconsistently: User feedback analysis is being performed, but the processes differ across teams and projects."]
[]
[null,"3 - Consistently: User feedback analysis is being performed, and the processes are similar or identical across teams and projects."]
[]
[null,"4 - Systematically: User feedback analysis is conducted using a well-established, organization-wide framework that is widely accepted and continuously improved across all teams and projects."]
[]
[]
[]
["Outcomes"]
["Question 12:  How does SFAP, leading to software change, impact the quality of software maintenance?"]
[]
[null,"1 - Not at all: Since user feedback analysis is not performed, it has no impact on the quality of maintained software."]
[]
[null,"2 - Minimal impact: User feedback analysis has little or no positive effect on the quality of maintained software due to lack of experience, internal political issues, or insufficient knowledge, resulting in ineffective practices."]
[]
[]
[null,"3 - Moderate impact: Teams attempt to leverage user feedback analysis to enhance software quality during maintenance, aligning improvements with user needs. Several teams have achieved in this regard."]
[]
[]
[null,"4 - High impact: A large portion or all of the maintained software is of high quality as a result of user feedback analysis."]
[]
[null,"5 - Very high impact: User feedback analysis enables well-designed software improvements, resulting in high-quality software that meets user needs. The maintained software has become a leading product in the industry or a recognized standard within its product community."]
[]
[]
[]
["Question 13:  How are quantitative metrics used to measure and evaluate software change in the maintenance that results from SFAP?"]
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[null,"1 - No metrics are defined to assess software maintenance outcomes resulting from user feedback analysis."]
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[null,"2 - At least a few metrics related to software maintenance and user feedback analysis are collected for evaluation purposes."]
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[null,"3 - Metrics related to software maintenance from user feedback analysis are collected regularly and monitored over time."]
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[null,"4 - Metrics related to software maintenance from user feedback analysis are commonly used across the organization."]
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[null,"5 - Decision-makers in the organization receive metrics related to software maintenance derived from user feedback analysis."]
[]
[null,"6 - Metrics related to software maintenance from user feedback analysis influence the decisions made by organizational decision-makers."]

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["Results\nThis worksheet summarizes the outcomes of the Software User Feedback Analysis Assessment (SFAA), which evaluates the maturity of an organization's Software User Feedback Analysis Process (SFAP). The assessment is based on 13 equally weighted questions derived from SFAMM, encompassing four key maturity factors. Depending on the question, participants may select one or multiple answers.\n\nScore Obtained for Answer, based on the question type: \nFor single-answer questions, responses indicating no practice receive 0 points, while responses that reflect increasing levels of maturity are assigned higher scores, with the most developed practice earning the highest point value.\nFor multiple-answer questions (marked with *), responses indicating no practice receive 0 points, while each response reflecting actual or progressive practice earns 1 point.\n\nThe Maximum Score from Question varies depending on the question type, representing the highest score a respondent can achieve for that item.\n\nThe Normalized score for answer is calculated by dividing the obtained score by the maximum possible score for that question\n\nthe Average score of the factor is calculated by averaging all normalized scores within that group\n\nThe Total score of Software User Feedback Analysis Maturity is the average of the four factor scores"]
[]
["Assessment Questionnaire","Score Obtained for Answer","Maximum Score from Question","the Normalized score for answer ","Average score of the factor","Total score of Software User Feedback Analysis Maturity ","Software User Feedback Analysis Maturity Model (SFAMM)"]
["Q1 (Vision)  *",{"$f":"Formula!G1","v":0},5,{"$f":"B4/C4","v":0},{"$f":"(D4+D5+D6+D7)/4","v":0},{"$f":"(E4+E8+E12+E15)/4","v":0.2361111111111111},{"$f":"IF(F4<=0.1666,\"Level 1: Absent\",\n IF(F4<=0.3333,\"Level 2: Limited\",\n IF(F4<=0.5,\"Level 3: Emergent\",\n IF(F4<=0.6666,\"Level 4: Structured\",\n IF(F4<=0.8333,\"Level 5: Integrated\",\n IF(F4<=1,\"Level 6: User-Driven\",\"\"))))))","v":"Level 2: Limited"}]
["Q2 (Planning) *",{"$f":"Formula!G2","v":0},4,{"$f":"B5/C5","v":0}]
["Q3 (Budget: human resources)",{"$f":"Formula!G3","v":0},3,0]
["Q4 (Budget: financial resources)",{"$f":"Formula!G4","v":0},3,0]
["Q5 (Awareness)",{"$f":"Formula!G5","v":0},4,0,{"$f":"(D8+D9+D10+D11)/4","v":0.5}]
["Q6 (Appreciation)",{"$f":"Formula!G6","v":3},3,1]
["Q7 (Competency)",{"$f":"Formula!G7","v":5},5,1]
["Q8 (Adaptability)",{"$f":"Formula!G8","v":0},3,0]
["Q9 (Methods) *",{"$f":"Formula!G9","v":0},5,0,{"$f":"(D12+D13+D14)/3","v":0.44444444444444442}]
["Q10 (Collaboration)",{"$f":"Formula!G10","v":4},4,1]
["Q11 (Consistency)",{"$f":"Formula!G11","v":1},3,0.33333333333333331]
["Q12 (Impact of SC)",{"$f":"Formula!G12","v":0},4,0,{"$f":"(D15+D16)/2","v":0}]
["Q13 (Measurement) *",{"$f":"Formula!G13","v":0},5,0]

{"sheet":"Formula","index":4,"n_rows":13,"n_cols":7,"rows_kept":13,"cut":false,"hidden":true,"merged":[]}
[true,false,false,false,false,false,{"$f":"IF(A1=TRUE, 0, COUNTIF(A1:F1, TRUE))","v":0}]
[true,false,false,false,false,"-",{"$f":"IF(A2=TRUE, 0, COUNTIF(A2:F2, TRUE))","v":0}]
["-","-","-","-","-",1,{"$f":"F3-1","v":0}]
["-","-","-","-","-",1,0]
["-","-","-","-","-",1,0]
["-","-","-","-","-",4,3]
["-","-","-","-","-",6,5]
["-","-","-","-","-",1,0]
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["-","-","-","-","-",1,{"$f":"F12-1","v":0}]
[true,false,false,false,false,false,{"$f":"IF(A13=TRUE, 0, COUNTIF(A13:F13, TRUE))","v":0}]