Sentiment Analysis of Users' Reviews on COVID-19 Contact Tracing Apps with a Benchmark Dataset

TL;DR

This paper introduces a benchmark dataset and AI models for automatic sentiment analysis of users' reviews on COVID-19 contact tracing apps, achieving high accuracy and revealing user concerns.

Contribution

It provides the first large-scale annotated dataset and a pipeline for automatic sentiment analysis of reviews on COVID-19 contact tracing applications.

Findings

Achieved up to 94.8% F1-score with AI models

Collected and annotated 34,534 reviews from 46 countries

Identified key user concerns and app advantages

Abstract

Contact tracing has been globally adopted in the fight to control the infection rate of COVID-19. Thanks to digital technologies, such as smartphones and wearable devices, contacts of COVID-19 patients can be easily traced and informed about their potential exposure to the virus. To this aim, several interesting mobile applications have been developed. However, there are ever-growing concerns over the working mechanism and performance of these applications. The literature already provides some interesting exploratory studies on the community's response to the applications by analyzing information from different sources, such as news and users' reviews of the applications. However, to the best of our knowledge, there is no existing solution that automatically analyzes users' reviews and extracts the evoked sentiments. In this work, we propose a pipeline starting from manual annotation via a crowd-sourcing study and concluding on the development and training of AI models for automatic sentiment analysis of users' reviews. In total, we employ eight different methods achieving up to an average F1-Scores 94.8% indicating the feasibility of automatic sentiment analysis of users' reviews on the COVID-19 contact tracing applications. We also highlight the key advantages, drawbacks, and users' concerns over the applications. Moreover, we also collect and annotate a large-scale dataset composed of 34,534 reviews manually annotated from the contract tracing applications of 46 distinct countries. The presented analysis and the dataset are expected to provide a baseline/benchmark for future research in the domain.