Spotify User Satisfaction Service

1. Spotify
Lili Marchak
Ayshwarya Balasubramanian
Karen Fernandez
Mandi Gonzalez
Amy Afonso

2. Meet Daniel Eks,
Founder of Spotify
● essentially became savior of the
musical industry
● one of the first to campaign for
legal, licensed music streaming
● early adopter status established
Spotify as one of the top
streaming services

3. Spotify’s main
Competition

4. ● Spotify users skew young (29 &
younger)
● 26% users pay for premium
services
● Highest listening peak between
6PM & 7 PM
Fun Facts

5. Decision Problem:
How can Spotify improve its user
experience when compared to
competing services?

6. Research Questions
● What are the most popular music streaming
services? Why?
● What’s the context in which people use these
music streaming services?
● What aspects are users satisfied and dissatisfied
with?
● Which Spotify features are the most used?
● What features aren’t available on Spotify that users
would like to see?

7. Data Analysis
& Findings

8. Our survey received
82 valid responses
● open for 17 days
● 105 total responses
● received 47 open-ended
questions for data
interpretation

9. Finding 1:
Users are ambivalent with seeing
what their friends are listening to

11. 1 = Strongly Agree, 5 = Strongly Disagree

12. Finding 2:
Most Spotify users stream
music from home and
discovered Spotify from a
friend’s recommendation

15. Finding 3:
Users want a more
diverse music database

18. Recommendations
● Voice Commands for search & music
player interactions
● Improve the social aspect of the overall
experience
● Improve the home listening experience
by exploring smart home technology

19. Limitations
● Not enough data for certain competitors
● Researcher error (oops)
● Heavy Ann Arbor influence

20. Any questions?
Thank you!