What are Smart Home Product Users Commenting on? A Case Study of Robotic Vacuums

Researchers are increasingly focusing on smart home products, yet a research gap remains in understanding user satisfaction and dissatisfaction with these products. Robotic vacuums, as a prevalent smart home product type, have become integral to daily life. In this study, we employed topic modeling to extract key factors influencing user satisfaction and dissatisfaction from online reviews of robotic vacuums on Amazon.com. We found that suction power, mapping, and mopping capability are the top factors contributing to user satisfaction, whereas complaints frequently centered around poor mapping, poor customer service, and connectivity issues. We note that mapping emerges as a double-edged sword that can either enhance satisfaction or generate dissatisfaction with robotic vacuums if performed poorly. Our research aims to bridge the existing knowledge gap, adding richness to the broader field of smart home literature. Also, our findings offer practical guidance for practitioners designing smart home products to enhance user satisfaction and minimize dissatisfaction.