Understanding Customer Voice of Project Portfolio Management Software

Project Portfolio Management (PPM) has gained success in many projects due to its large number of features that covers effective scheduling, risk management, collaboration, and third-party software integrations to mention a few. A broad range of PPM software is available; however, it is essential to select the PPM with minimum usage issues over time. While many companies use surveys and market research to get users feedback, the PPM product software reviews carry the voice of users; the positive and negative sentiments of the PPM software reviews. This paper collected 4,775 reviews of ten PPM software from Capttera.com . Our approach has these phases- text preprocessing, sentiment analysis, summarization, and categorizations. The software reviews are filtered and cleaned, then negative sentiments of user reviews are summarized into a set of factors that identify issues of adopted PPM software. We report the most important issues of PPM software which were related to missing technological features and lack of training. Results using Latent Dirichlet Allocation (LDA) model showed that the top ten common issues are related to software complexity and lack of required features.