Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction. - Jade Logan; Daniele Doneddu; Kevin McLafferty; Muneeb Imtiaz Ahmad; Nicholas Micallef (INTERACT (2), 2025)

Towards a Structured Framework for Large-Scale AI-Driven Thematic Analysis on Domain-Specific Customer Feedback. - Jade Logan; Nicholas Micallef; Daniele Doneddu; Kevin McLafferty; Muneeb Imtiaz Ahmad (CHI Extended Abstracts, 2026)