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Product Releases

Impact Analysis surfaces critical product quality issues, determines impact of fixing them

At unitQ, we believe the Voice of the Customer is the single source of truth for product quality, complete with actionable insights with precise information about what users are saying about a product’s performance, features and capabilities. That’s why unitQ customers embrace our ML-enabled unitQ Monitor to arm their support, product and engineering teams with the relevant user feedback to fix issues blemishing the customer experience. 

Today, we’re announcing a new unitQ Monitor feature, Impact Analysis. This first-of-its-kind tool will make it even easier for our customers to prioritize fixes and understand the impact of addressing and fixing product quality issues near and dear to their users. 

Prioritize, fix the most impactful issues

With Impact Analysis, teams can learn what impacts fixing an issue might have on KPIs like 1-star reviews, support tickets, brand sentiment and more before taking action. Our Impact Analysis tool automatically surfaces user-generated issues, what we call “Quality Monitors,” that will have the most impact on product quality if fixed.

In the example above, a music streaming application’s issues of force closing, and stops playing in vehicles, accounts for more than 20% of 1-star ratings on iOS and more than 5% of 1-star ratings on Android. Had these issues not existed, the Impact Analysis tools shows that you would have had more than 20% fewer 1-star ratings on iOS, and 5% fewer 1-star ratings on Android.

This matters because apps with higher ratings are more likely to have reduced churn and attract new customers. And fixing these issues identified by the Impact Analysis tool eventually will help improve star ratings in mobile app stores.

In addition, fixing these two issues will also help reduce negative sentiment by more than 5%, and will address more than 2% of internal tickets on supported apps like Ada, Freshdesk, Helpshift, Intercom, Solvvy, Zendesk, Zendesk Chat and Zoho Desk. What’s more, eliminating this user friction will address more than 11% of the total number of Quality Issues, or pieces of an organization’s negative user feedback. 

unitQ Score

How much an organization’s unitQ Score and Internal unitQ Score could be boosted by fixing customer-surfaced issues is also calculated by the Impact Analysis tool.

unitQ Score allows companies to measure their product quality against other organizations in the same industry based on ratings and reviews in the Apple App Store and the Google Play Store. An organization’s Internal unitQ Score includes the same user feedback from the Apple App Store and Google Play Store, but also includes user feedback from social media like Twitter, Reddit, and internal support and chatbot applications.

In our screenshot example above, the Impact Analysis tool shows that each of the two scores could be boosted several points by taking action on the issues of force closing, and stops playing in vehicles.

Why does this matter? 

A unitQ Score closer to 100 indicates a brand has few product quality issues overall. It means users enjoy the product, the experience is well-designed, easy to use, responsive — and is virtually free of bugs, broken flows, and operational mistakes. Higher scores equal better products, and more satisfied customers. A score of 90, for example, means 90% of an organization’s user feedback did not contain product quality issues when evaluated through the lens of unitQ algorithms and machine learning. 

ML-powered Impact Analysis

The intelligence to bolster the unitQ Score and Internal unitQ Score stems from the power of the unitQ Monitor and its machine learning capabilities that power our new Impact Analysis feature. The lower the number of product quality issues, the higher the score. Detecting, investigating, prioritizing and fixing issues identified by users increases the score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

Read what our customers are saying about unitQ. 

Want to learn how unitQ, and our new feature, Impact Analysis, can help your organization boost product quality? Request a demo today!

Brett Caplan is unitQ’s Product Manager

Categories
Best Practices

How unitQ helps product managers succeed

Talking to other product managers, whether on Zoom, over drinks, or on a chairlift up a mountain, our conversations naturally turn to the same shared obsession: how can I improve the quality of my product?

A desire to understand customers’ needs drives PMs to spend hours every week digging into conversion funnels, interviewing customers, poring over bug reports, and reading app store reviews. Sifting through disparate feedback sources to find recurring themes can feel like a black hole, where hours of work are required to find one, critical insight to improve product quality.

Product managers need a single, centralized platform to explore, monitor and benchmark user feedback and product quality signals. unitQ Monitor is that AI-enabled platform, empowering product managers to efficiently identify, prioritize, and fix product quality issues.  

Explore

With unitQ, product managers can easily search for user feedback trends in a centralized platform that aggregates all your feedback sources, including support tickets and app store reviews. unitQ’s AI-enabled platform translates feedback from any language, so you don’t have to dust off your high school level Spanish to learn that users in Latin America are experiencing higher than normal password reset errors, impacting your retention. 

Without requiring a line of SQL, unitQ shows you broken user flows and negative sentiment associated with specific features. The platform provides rich filters so your team can drill down on the user segments you care about most (like Twitter users mentioning your newest Android release), and see the feedback volume associated with each issue. By quantifying the customer impact of qualitative data, product managers can more efficiently prioritize the highest impact product enhancements and fix previously unknown bugs.

Monitor

unitQ alerts you whenever customers complain about your product, and provides the metadata your engineering team needs to quickly triage. How many times have you wondered whether your newest release is moving the needle on improving your user’s experience? Now with unitQ, you can track changes to user sentiment release over release, and see the real-time impact to support volume and app store reviews with each enhancement.

unitQ also helps your team celebrate improvements to the user experience and keep morale high. With unitQ, product managers can monitor “customer love” and automatically share positive feedback into a shared team slack channel.

Benchmark

Finally, unitQ Monitor helps you outperform the competition by benchmarking product quality. unitQ rates product quality based on public feedback, and compares your score to your top competitors. Product managers can compare their product’s quality directly against competitors, and make improving your unitQ score part of your OKRs.

Armed with the wealth of quantitative data that unitQ Monitor provides, product managers can explore, monitor, and benchmark product quality. unitQ helps product managers prioritize the highest impact enhancements, stay ahead of customer-impacting issues, and hold your team to the highest standard of product quality. 

Try

Whether or not you are a product manager, unitQ can help you understand your customers better, and build better user experiences. Don’t take my word for it, try it yourself.