Are Users Satisfied With Digital Assistants?
This research study explores whether user expectations of digital assistants (e.g.,
Siri, Alexa) are aligned with user satisfaction. It also examines whether the interaction
affects user perceptions of information privacy concerns and trust in the direction
and/or strength of the relation between user expectations and user satisfaction.
What the Research Shows
- Satisfaction is largely driven by the user’s expectations of the digital assistant’s
- Since these expectations involve a new technology, users want confirmation that their
expectations are being met.
- Surprisingly, trust and information privacy concerns had no significant interaction
effect on the direction and/or strength of the relation between user expectations
and user satisfaction.
Why Research Matters
- Focus on educating users about new digital assistant skill capabilities and how these
skills can be used to meet user needs.
- Help users to understand how digital assistants can be used to perform more than just
- Maintain high levels of user satisfaction across the digital assistant lifecycle in
recognition of the constant evolution of user expectations.
- Be careful not to create unrealistic product expectations. Establish trust-building
and privacy-focused programs and user experiences.
About the Researchers