Indirect User Experience Evaluation: Insights from Employees Working on a Public Sector Information System

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.