Categories
Customer Stories

unitQ’s Impact on Growth for Category-Leading Companies

unitQ customers build the highest quality products with our leading product quality platform. We’re a company that empowers businesses to take a data-driven approach to product quality so they can deliver the best possible user experience that drives retention and revenue growth.

Our platform, unitQ Monitor, has pioneered the most efficient way for teams like Engineering, Product, and Support to fix quality issues smarter and faster before they impact bottom-line results. Since partnering with unitQ, our customers have seen significant growth, learn more about the notable results below.

Strava

With over 80 million global athletes using its platform, Strava is one of the most popular fitness apps in the world. Athletes from around the globe use its app to connect and share some of their most athletic adventures. Strava turned to unitQ to help balance product quality and product development. They wanted to ensure great experiences for their loyal users and push the proper fixes through their developers. They also wanted to improve their app store ratings.

“We wanted to get alignment between what the community wants and what our developers have planned. We couldn’t quantify the community’s demand for feature requests, so it was difficult to prioritize development. The lack of alignment was starting to impact our app store scores.”

-Stephen Young, Technical Support, Strava

Results they’ve seen since partnering with unitQ:

  • 41% improvement in their unitQ Score
  • 13% increase in Google Play Store ratings
  • 94% reduction in manual user feedback efforts
  • 20% reduction in incoming support tickets

Pandora

Pandora is a leading music streaming service with millions of listeners. Their users tune to their app to play their favorite songs, albums, and podcasts. Pandora partnered with unitQ to automate finding actionable signals through user feedback across multiple channels and languages. They wanted to ensure they had the most efficient product to help them listen, identify, and understand user feedback.

“Since working with unitQ, it has caused our team to stop and rethink how to prioritize user feedback data and how we can shine a better light on poor quality experiences.” 

– Senior Manager, Pandora

Results they’ve seen since partnering with unitQ:

  • 20% boost in unitQ Score within 45 days
  • 15% reduction in churn rate
  • 10% reduction in support tickets
  • 18% increase to their NPS 

LOVOO

LOVOO has paved the way for millions of people to connect and find that someone special. Their service isn’t just about swiping photos. They strive to provide the most authentic way for singles to make a lasting connection. LOVOO chose unitQ to help them reduce friction and automate their manual processes. They needed quality insights to drive better product quality to create better experiences for their users.

“We love unitQ Monitor! It used to take us so time to identify and quantify issues. It has really improved the workflow between our QA and Product teams because we now have all the data we need to make decisions in real-time. Plus, it’s great that we can now search everything from one place!”

-Anja Richter, Head of QA, LOVOO

Results they’ve seen since partnering with unitQ:

  • 42% improvement in their unitQ Score
  • 28% increase in App Store and Google Play Store ratings
  • 40% reduction in support ticket volume
  • Increased session length and average session per day 

StyleSeat

Beauty and wellness professionals and their clients utilize StyleSeat to showcase their work, connect with new and existing clients, and build their business throughout the United States. Since 2011, StyleSeat has generated over 120 million appointments. StyleSeat chose unitQ to help their teams automate processes, work with data vs. in silos, and understand actional signals across all their user feedback data.

“unitQ Monitor is 100% necessary to our StyleSeat. It gives us a clear understanding of product quality in real-time and significantly reduces the amount of time we spend troubleshooting issues. We absolutely need it! We have gone from satisfied users to delighted users.”

-Greg Burch, VP of Engineering, StyleSeat

Results they’ve seen since partnering with unitQ:

  • 18% improvement in their unitQ Score
  • 35% boost in App Store and Google Play Store ratings
  • 100% increase in user retention
  • 50% decrease in user churn  

Quizlet

As one of the most popular global learning platforms and apps that students and teachers use to learn and advance knowledge for school or personal interests, Quizlet has made it simple for their users to study any subject or topic. With unitQ, Quizlet has gained a more efficient way to capture user feedback and turn it into product quality improvements. They’ve been able to go beyond manual processes and close quality gaps.

“Through the utilization of unitQ’s solution, they have the data and actionable insights to address user needs and drive product quality. It’s that combination of a clear and comprehensive signal, plus speed, that brings the most value to Quizlet.”

-Quizlet Team

Results they’ve seen since partnering with unitQ:

  • Less effort to turn support and user feedback data into product quality signals 
  • More user feedback data from more channels for a complete picture of every quality issue
  • Faster identification and prioritization of quality issues
  • New ability to explore user feedback data for product quality improvements

unitQs’ Goals for Our Customers

unitQ’s ongoing goal is not only to enable companies to move fast and build high-quality products for their users, but we want to help them build quality companies. We’re grateful for the ongoing trust and partnership our customers put in our mission and product. We look forward to assisting them with continued success. Read their full success stories here.

Categories
News

unitQ at Money20/20

We’re excited to be sponsoring Money2020 in Las Vegas from October 24th to 27th! This year’s event will feature global leaders in the financial sector ranging from tech giants to growing startups. During the conference, thought leaders will share new ideas to reshape the finance industry’s future.

unitQ is looking forward to showcasing how our AI-enabled platform can help businesses drive automation, cut costs, and boost product quality. Our leading product quality platform, unitQ Monitor, has empowered many financial companies to take a data-driven approach to product quality so they can fix mission-critical issues faster. This approach to product quality is why category-leading companies like Chime, Truebill, DailyPay, BRD Wallet, and Greenlight Financial have better retention, engagement, and ratings.

When and Where to Connect with unitQ at Money2020

  • Booth #5120: Meet the team and see unitQ in action. You can also schedule a time with our Product Specialists before the event here.
  • Meetup Session at the Central Expo: Unlock Growth and Retain Your Customers by Delivering World-Class Product Quality featuring unitQ’s Founder & CEO, Christian Wiklund.
  • Product Innovation Zone: See a live product demo of unitQ Monitor and learn how teams use user feedback data to make faster and more confident decisions.

Results Our Finance Customers Have Seen

unitQ’s powerful product insights play an instrumental role in critical metrics for our finance customers. Here are some key results they’ve seen since partnering with unitQ:

  • 20% improvement in product quality in 30 days
  • 25% increase in App-Store rating scores  
  • 25% increase in net sentiment
  • 50% decrease in time to fix
  • 40% reduction in support tickets
Categories
News

unitQ at FinovateFall 2021

We are excited to sponsor FinovateFall 2021 in New York City from 9/13 – 9/15! The conference showcases the best innovations in financial and banking technology. This year’s event will feature 50 live demos from leading innovators and thought leaders. It will also feature expert sessions where businesses can connect with key influencers and network with peers in the finance industry.

Join unitQ at the conference for a live demo and an executive board session to see firsthand how our AI-enabled platform can help your business drive automation, cut costs, and boost product quality. unitQ Monitor has empowered many fintechs and banks to take a data-driven approach to product quality so they can fix mission-critical issues faster. This approach to product quality is why category-leading companies like Chime, BRD Wallet, and Greenlight Financial have better retention, engagement, and ratings.

When and Where to Connect with unitQ at FinovateFall

  • Live Demo on Stage: Monday, September 13th – 2:25 p.m. – 3:25 p.m. ET
    Presenter: Anthony Heckman, unitQ’s Head of Business Development
  • Executive Boardroom Session: Tuesday, September 14th – 4:45 p.m. – 5:45 p.m. ET 
    Harnessing New Tech To Improve Back Office Automation; To Boost Product Quality; To Drive Digital Transformation; To Improve CX and To Drive Down Costs featuring Anthony Heckman, unitQ’s Head of Business Development.
  • Booth #39: Monday, September 13th – Wednesday, September 15th
    Meet the team and see unitQ in action.

Results Our Fintech Customers Have Seen

unitQ’s powerful product insights play an instrumental role in critical metrics for our finance customers. Here are some key results they’ve seen since partnering with unitQ:

  • 20% improvement in product quality in 30 days
  • 25% increase in App-Store rating scores  
  • 25% increase in net sentiment
  • 50% decrease in time to fix
  • 40% reduction in support tickets

Bonus: Nearby Local Attractions

  • Times Square– One of the most prominent commercial intersections and entertainment centers in New York City.
    Location: the intersection of Seventh Avenue, 42nd Street, and Broadway
  • Rockefeller Center – A must-see attraction while in New York City.
    Location: 45 Rockefeller Plaza, New York, NY 10111
  • Central Park – 843 acres and one of the world’s most iconic parks.
    Location: 59th to 110th Street Manhattan Borough, from Central Park West to 5th Avenue, New York City, NY 10022
  • Empire State Building– 102-story Art Deco skyscraper that you don’t want to miss.
    Location: 20 W 34th St, New York, NY 10001
  • Madison Square Garden – In the middle of Manhattan and one of the world’s most famous sporting and entertainment venues.
    Location: 4 Pennsylvania Plaza, New York, NY 10001
Categories
Best Practices

5 Key Features Businesses Need in a Product Quality Solution to Drive Growth and Retention

Product quality is paramount for every business. Businesses understand growth and retention metrics are dependent on the quality of their products and the experiences they create for their users. For that reason, it’s imperative to make the right investment in a solution that can provide the most tangible value in helping them drive product quality. 

unitQ has pioneered the most efficient way for category-leading companies like Chime, Pandora, Strava, Quizlet, and AppLovin to take a data-driven approach in excelling at this. It has the only AI-enabled product quality monitoring platform to provide timely and actionable signals from all user feedback channels and languages.

To equip businesses to fix the correct issues faster, unitQ Monitor’s machine learning models provide a single source of truth, parse out noise, and pinpoint Quality Issues that directly impact growth. The granular data minimizes discovering high-impact issues too late and dismisses anecdotal-based decisions. It also enables teams to cut time to fix in half, automate processes, formulate strong consensus, and develop higher quality products.

Don’t Overlook These Features

Many app review management tools and social monitoring solutions can help oversee app performance, but they’re not a one size fit. Many lack functionalities that genuinely help businesses make measurable improvements for both their users and products. Here are some of the most critical examples teams should not overlook:

  • Comprehensive coverage of user feedback sources Users are the best testing team for your product. As they use it frequently, they understand what’s working and not working. Without their feedback, businesses are guessing what their product truly needs instead of taking a data-driven approach to move product development efforts in the right direction. But user feedback comes in through different sources. The most effective way to ensure a well-rounded view of all user feedback is to have a solution that captures the data from every source (i.e., social, review, chat, survey, support). With data captured from all sources, teams can get the most accurate single source of truth that depicts how their product is tracking right now.
  • Detailed insights
    Many solutions provide insights, but they’re too high-level. Businesses can’t attain granular data and leverage the right ones to help their teams execute timely fixes, streamline processes, and liaise effectively with key stakeholders. As a result, teams lack timely and detailed data on their product health. Without detailed insights, businesses can’t focus on mission-critical items, address high-impact user pain points, and fix the right things fast.
  • Impact analysis reporting
    Some solutions also lack powerful impact analysis reporting that enables teams to gain actionable insights on what product issues to prioritize right now. As a result, businesses can’t gain insights into what users genuinely value. And because the data is not timely nor granular, companies can’t get imminent signals that would validate critical product decisions. Businesses then have siloed systems that reach ineffective results. They can’t improve support ticket volume, churn rates, rating scores, and sentiment conversions. They also miss which mission-critical areas to focus on to achieve crucial performing metrics and company objectives.
  • A consistent operational performance metric
    Businesses need an operational metric to track daily to understand what users want and effectively measure product quality. The metric would help them quantify what’s impacting their product right now to set internal goals, form the best order of priority, and stay ahead of the competition. Without a metric, they’ll miss having a leading indicator for important KPIs like revenue, retention, support ticket volume, sentiment, star ratings, and net sentiment.
  • Functionality for every team
    Specific management and monitoring solutions only offer functionalities for a subset of teams like support or marketing. Teams need a solution where they can effectively collaborate cross-functionally. It’s essential for them to align so the correct information reaches the right person at the right time to meet the right product expectations. When teams work together on one platform, they will gain productivity, easier collaboration, and faster decision-making. In turn, they’ll deliver more timely improvements to users.

Investing in the Right Solution Pays Off

Product quality matters, and investing in a solution that provides business teams the most value pays off. The best user feedback solutions offer a holistic view of all user feedback sources, enabling teams to understand product health from a customer perspective. They ensure teams don’t lack granular insights, so they don’t lack decreasing time to fix. They provide indisputable data, impact analysis reporting, and a quantitative metric to help businesses genuinely understand VoC (Voice of the Customer) in real-time. They offer functionality for every team, so productivity and collaboration are smooth and easy. They also supply businesses with extra bandwidth to focus on quality issues and thus save resource cycles. Most significantly, they ensure business teams make all the right moves to drive the most retention, engagement, revenue, and growth.

Categories
Industry

unitQ Score Industry Report: The State of Product Quality in H1 2021

Category-leading companies rely on unitQ for a data-driven approach to product quality. They’ve replaced anecdotal behaviors with actions based on granular data and can focus on Quality Issues that truly move the needle right now. And, with detailed insights tied to business metrics like net sentiment and app store ratings, it’s no surprise that our customers have shortened time to fix and improved their unitQ Scores across the board. Correspondingly, they’ve noticed their unitQ Score goes up when their time to fix decreases. This approach to product quality, one supported by granular data and tied to KPIs, is driving retention, engagement, and revenue for some of the fastest-growing companies in the world. Below, you’ll find what we’ve learned about the state of product quality across different industries and quality trends from the most downloaded mobile apps in the first half of 2021.

Quality Issues from Most Downloaded Apps

The data chart below represents an analysis of product quality data for 4,376 of the most downloaded mobile apps from January 1st through June 30th of this year. Our models identified 1,786,640 Quality Issues (16%) within this data set out of 11,116,351 user reviews from the App Store and Google Play Store.

Amount of Feedback Evaluated Across iOS App Store and Google Play Store

iOS App Store and Google Play Store user reviews for 4,376 most downloaded apps

Percent of Quality Issues Across All User Feedback Data

16% of user feedback contained Quality Issues 

unitQ Score Industry Averages

70% of the 4,376 most downloaded apps fell within Social, Gaming, Music, Health and Fitness, Education, Finance, Shopping, Food and Drink, Travel, and Dating industries. We’ve analyzed the average unitQ Scores across these industries. 

The unitQ Score represents the fraction of feedback that contains a Quality Issue (bugs or user friction). Using machine learning models, we normalize data to provide a unitQ Score between 0 and 100. The average unitQ Score across sectors was 81, Education had the highest score at 87, and Food and Drink had the lowest score at 72.

Average unitQ Score Breakdown – Top Industries

Average unitQ Score by industry 
  • Social: 83
  • Gaming: 86
  • Music: 84
  • Health and Fitness: 80
  • Education: 87
  • Finance: 75
  • Shopping: 82
  • Food and Drink: 71
  • Travel: 78
  • Dating: 82

Quality Issue Trends Across Top Industries

Users never stop leaving valuable feedback. See below for the four Quality Issues they cared about the most in the first half of 2021.

The Top 4 Trending Quality Issues Based on User Feedback Data

Quality Issues from trending categories across industries

A. Installation Quality Issues (39%)

40-50% of user feedback for the Social, Gaming, Music, Health, and Fitness industries were related to installation issues, with the majority of that feedback on downloads and updates. Gaming had the most Quality Issues in this category with 53% while Shopping had the least at 23%.

B. Application Quality Issues (24%)

3 industries (Social, Gaming, and Education) had the most Quality Issues detected in this category. Users mentioned problems relating to glitches, crashes, and speed. Gaming had the most reported issues with 31% in this category, while Shopping had the lowest at 16%.

C. Account Quality Issues (19%)

-Shopping and Dating Industries saw the highest amount of Quality Issues in this category. Users had concerns regarding Quality Issues like password reset, login, verification issues, and shipping errors. Although Gaming saw the highest reported amount of Quality Issues in the categories above, only 8% pertained to account issues.

D. Billing Quality Issues (18%)

Food and Drinks, Music, Finance, and Travel industries saw the highest amount of Quality Issues in this category ranging from 27%-32%. Users raised their concerns about payment, discounts, and promotion code errors in their feedback. While Food and Drinks saw the most Quality Issues (32%) in this category, Social app users saw fewer concerns at 5%.

Drive Product Quality with unitQ

No matter the category, users gravitate to those apps with the best product quality. When they’re delighted with high-quality products, they will keep coming back. And this will accelerate conversion cycles, margins, and profits for companies. unitQ customers Chime, Pandora, Strava, The RealReal, Quizlet, NerdWallet, and AppLovin continue to see significant growth in retention, engagement, and revenue by leveraging data-driven insights from unitQ.

Test drive unitQ Monitor and get your unitQ Score today. Immediately see how they’ll help your teams align around product quality, get accurate insights on product health, and elevate user satisfaction.

Categories
Product

unitQ Product Highlights

unitQ strives to make every customer’s experience with unitQ Monitor as productive and efficient as possible. We’re excited to share some product highlights that will further support teams to take the best data-driven approach to product quality! 

Teams can utilize:

  • Hourly unitQ Scores
  • Trending Quality Monitors 
  • New Integration Sources

Hourly unitQ Scores

The unitQ Score is an operational metric that measures the current state of a product’s health. It serves as a leading indicator for many KPIs such as revenue, retention, support ticket volume, sentiment, star ratings, and NPS scores. This is why we’ve made hourly unitQ Scores the heart of our platform. Teams can easily track what’s impacting their product right now and act on issues before they become widespread. By seeing how their score tracks on an hourly basis, teams like User Support, Product Ops, Engineering, Leadership can be proactive with user issues, gauge product quality efforts over time, save time and resources, and benchmark how they’re comparing to top competitors.

Trending Quality Monitors

With the new Trending Quality Monitors, teams will get granular data on all their user feedback. The detailed data will guide them in understanding what’s specifically impacting their users right now. They won’t have to base decisions on anecdotes but instead, rely on timely and factual data that will help them achieve strong priority alignment and resource allocation. In turn, teams can stay on top of high-impact issues and attain faster Time to Fix. As a result, businesses will see a direct correlation in key metric improvements such as higher user satisfaction, elevated margins, and better conversion cycles.

New Integration Feedback Sources

unitQ Monitor scans feedback from a wide-range of user feedback channels and we integrate with popular productivity tools teams use every day. We’re now integrated with additional sources so teams can seamlessly connect to existing workflows.

  • Trustpilot
  • Better Business Bureau
  • Pissed Consumer
  • Consumer Affairs
  • Deposit Accounts
  • Galaxy Store

See the full list of all unitQ integrations here

To Get Started

For existing unitQ customers, you now have access to all of these product enhancements. If you want to learn more about how these work, our team is available to answer any questions and walk you through the features. Not a customer yet and want to see how it all works? Connect with our team to learn more.

Categories
Best Practices

unitQ Score: The Ultimate Leading Indicator for NPS

NPS is Big Business

Net Promoter Score®, or NPS®, is a widely used method for measuring user satisfaction. It’s a simple and understandable measurement, so ubiquitous in user experience circles that two-thirds of Fortune 1000 companies use it internally and it’s become big business for the organizations who use it.

NPS was the 2003 brainchild of Bain consultant Fred Reichheld. Reichheld theorized that companies with higher loyalty also had higher profits. His example was Enterprise Rent-A-Car, which, at the time, measured loyalty with two simple questions: how was their rental experience, and would they rent again. By catering to users who answered positively to both questions, Enterprise assumed those profitable users would return.

Today, Bain and dozens of other firms provide NPS consulting services to help companies conduct NPS surveys. However, when it comes to measuring product quality and company growth, NPS is missing a leading indicator. Boiling user satisfaction down to a simple yes or no question misses the critical reasoning, feedback, and detail behind each user’s answer. Studies show that respondents drop off at a rate of 50% per question. So, a survey with just 2 questions should expect a 25% response rate, and you need many more than just 2 questions to capture useful user feedback. Companies are further missing comprehensive results because they’re only given a snapshot of portioned results over various time periods. 

To get an accurate representation of both user satisfaction and product quality, companies are increasingly going straight to the users themselves. With the rise of technology, users convey issues with product quality through comments across app stores, social media channels, as well as internal and external support tools. But, it’s incredibly difficult for businesses to capture and evaluate user feedback from so many sources and languages. Some user feedback and five-point star ratings can be captured from the Apple App Store and Google Play Store, but it’s still difficult to parse the details from an abundance of comments written in different languages. Even then, you’re left with mountains of data, and still missing user feedback from all channels.

unitQ Score – Leading Indicator for NPS

Businesses need an operational metric they can track daily, so they can get a current and precise understanding of what’s impacting their product and user experiences right now. Product Operations, Support, Engineering, and Leadership teams rely on timely details to make confident data-driven decisions to fix the right things faster and retain user satisfaction.

As the first metric to measure your product’s health, the unitQ Score is a leading indicator businesses rely on to monitor product quality and improve their ratings. It’s based on user feedback data gathered automatically and evaluated by machine learning, and then normalized to allow for easy tracking of improvements and comparing your products with those of competitors. As an operational metric that’s updating daily, it provides the most timely and accurate representation of product health. Using artificial intelligence to understand the sentiment, the unitQ Score automatically captures data to provide a comprehensive, unbiased indicator of product quality. It also provides imminent signals that businesses need to drive quick action and validate key product decisions. 

When used as a leading indicator of NPS, businesses can leverage powerful insights to ensure user retention and satisfaction, set goals, identify strengths and weaknesses, compare progress against other brands, and give their teams the quantitative data needed to determine the scope, impact, and prioritization. unitQ Scores are updated daily, with over 2,000 public unitQ Scorecards published every day. Working constantly, the unitQ platform also captures detailed metadata on operating systems, Quality Issues, languages, and more so business teams can quickly spot issues, accurately prioritize with data-driven insights, and get to work fixing what’s most important to them and their users.

unitQ Score + NPS = Powerful Insights

NPS is built into the fabric of corporate user experience initiatives. But, as technology takes over and users provide the bulk of their feedback online, across dozens of channels, and in diverse languages, a leading indicator is also needed to measure user experience, and being able to quantify product quality plays a significant role in both maintaining and increasing user satisfaction.

unitQ Score lets Quality, Product Operations, and Engineering quickly, efficiently, and effectively understand and act on user feedback while giving teams an easy-to-understand score for tracking product quality and user experience trends. Both are critical to reaching corporate goals, and while a score gives you a metric, unitQ Score gives you intelligence to improve your score and the user experience. 

Learn more about unitQ Score, or test-drive unitQ Monitor today. You’ll see how unitQ helps your teams align around product quality, get fast and accurate insights on product health, and can elevate your user experience to fuel growth.

Categories
Best Practices

How to Convert User Feedback into Instant Business Growth

Product quality is more important than ever, whether you’re part of a global enterprise or a tiny startup. New users have only a few interactions with your products before they make up their minds for good. Those who have a low-quality experience drop off, submit poor ratings and ultimately tell their friends and colleagues to avoid your brand. But those who have a high-quality experience stick around longer, use your products more often and offer rave reviews and positive word-of-mouth.

The most important business metrics — user retention, brand equity, churn, and revenue — are all driven by the quality of your products and the experiences you deliver. Good product quality is good business, and that’s a fact. Companies that consistently deliver great products and experiences beat the competition, and those at the top of their industries in satisfaction rankings grow revenue 2.5 times faster than their peers. In addition, 80% of consumers will pay more for a higher-quality experience. And, positive reviews can increase conversions by 270%.

Delighting users is easier said than done, but you can bridge the gap with the insights provided by the users themselves. By identifying quality issues in user feedback and gathering the actionable data within those reviews, you can use it to guide leadership, product, engineering, and support teams. While that’s difficult to do across products, versions, languages, platforms, and many internal and external feedback channels, we have identified four steps you can take to overcome those challenges.

1.  Fish for Signals in a Sea of Noise

The first step into converting user feedback into business growth is finding signals in the vast amount of user feedback noise. It’s quite challenging to break down when you add internal and external sources of feedback then account for different regions and languages user feedback comes in. And of course, there’s the process of determining the context, sentiment, relevant metadata, and more. Then, there’s the prioritization of the issues and identifying which are the mission-critical ones. As one can imagine, this can quickly become overwhelming for teams to work towards and align on.

For smaller companies and startups, there are limited resources to rely on to effectively collect, aggregate, evaluate, and solve user feedback. And for larger enterprises, the volume of feedback is even higher, making the processes even more convoluted and challenging for teams to align on. However, regardless of company sizes, it’s important to catch the actionable signals from the noise. If you turn a blind eye to them, you’ll miss opportunities to increase both product quality and user experience.

The best solution to tackle this step is finding an automated solution that can deliver actionable insights in a timely and organized manner for your teams. This will allow them to get one view across all your user feedback then work on fixing the right issues at the right time. As a result, you can expect reduced noise, categorized issues without bias, and quantitative data to drive your product forward. In addition, your teams can get aligned addressing the right quality issues that will have the most impact on your business.

2. Identify Quality Issues

Although aggregating all user feedback data seems straightforward, there are different articulations of comments that can hold hidden valuable issues or product suggestions. This next step is crucial: you must identify which of those are Quality Issues and then look into each one carefully. A passive comment could actually be a critical issue if not fully analyzed. This is an added dimension to account for when teams are prioritizing and making product-related decisions.

Business teams also rely on quantitative data to ensure they’re acting and fixing the right issues. This will ensure they’re allocating resources in the right direction. The data will help them quickly and accurately understand the scope, impact, criticality of each issue so the right prioritization and triages can occur. If there are no quantifiable details, teams won’t be able to align on how to approach them. Automated product quality analysis helps address quality issues and equips teams to make data-driven decisions. It demonstrates the health of your products and empowers teams to focus on what matters most for the product and business. Moreover, it also removes the reliance on anecdotes and data silos assumptions. In turn, this ensures businesses are not wasting valuable time and resources.

3. Connecting Product Quality and Growth

A must for connecting quality and growth in this third step is making sure you’re consistently delighting and delivering the best for your users while driving growth. User acquisition costs are typically high, and so is the cost of churn. You initially impress your users with your product, and they’re willing to stay if you continue raising the bar with our product quality. If your product quality can retain users with high engagement and satisfaction, retention will grow. Moreover, ensure you’re listening to your users as they hold the answers on how you should navigate your efforts.

The best solution is not to limit your perspective to just a fragment of your user feedback data and channels (e.g., survey data). Focus on both positive and negative feedback that helps you get a single source of truth across the full landscape of your user feedback. An automated product quality analysis will help make connections between keywords, issue categorization, star rankings, prioritizations, issues remediation, company performance, and more. It gives you a complete view of understanding the high impact and mission-critical insights, so your teams can efficiently prioritize and automate workflows. They can use data to make the most impactful decisions and work faster and smarter on items that correlate key goals across your business.

4. Foster Alignment Around Quality

This final step is fostering alignment around quality. In order to do this, the previous steps come into play. No one can deny reliable, trusted, and timely data. The data needs to be crisp and clear to make it easily comprehensible, consumable, and actionable by your cross-functional teams. With a data-driven mindset, bias is removed and ambiguity is decreased.

Correspondingly, teams can align and effectively work together to drive the product forward in the most efficient and effective way. Furthermore, mission-critical issues are addressed before they become widespread and important integrations are placed to grow the product. By having an automated product quality analysis, there’s one framework to bring teams together. They can seamlessly work together to track progress, evaluable the impact of each quality issue, and understand user needs. 

Drive Growth with unitQ

Supreme product quality is essential for user retention and a variety of business metrics. Other valuable factors such as time to fix, ticket volume, and negative sentiment will also improve. Leveraging user feedback elevates their experience and drives growth towards your product quality and subsequently your business growth. See how unitQ Monitor helps your teams align around product quality and get fast and accurate insights on product health. unitQ has a powerful impact analysis reporting tool where our customers can see exactly which quality issues they should fix that has the most impact on KPIs they’ve set for their organization. They can use the data provided to monitor trends, gauge product health. There’s no ambiguity or anecdotes to ponder on, they can really drill down on issues based on data that will foster growth in their retention, engagement, and ultimately revenue. Our unitQ Score shows, again and again, that companies with higher quality scores lead their industries. They see the quality signals within their incoming user feedback noise.

Categories
Product

What is a Quality Issue?

Product quality is an essential component of success for every business. The most effective way to drive product quality and business growth is to listen and act on user feedback. Users are constantly reviewing your product and have the most valuable feedback when it comes to its quality. Their insights hold a lot of weight because they’re seeing the best and worst of your product. They use the product regularly so they’re most in tune with what’s working, what’s not working, and what can be improved across various devices. More often than not, they share feedback across multiple channels like social platforms, review sites, or directly to an organization’s user support channels. When businesses take this data into account and apply it to their product quality efforts, they’re earning user loyalty and driving retention. If product quality efforts are neglected, businesses are essentially inviting increased churn and the organization will ultimately feel the impact. While it’s critical to leverage user feedback across multiple channels, businesses are faced with the difficult process of both combing through large volumes of user feedback and correctly identifying the quality issues that will have the greatest impact on their product.

User Feedback Data Challenges

Nothing comes easy, and that’s especially true with taking a data-driven approach to product quality. First, businesses have to contend with the volume of noise. As user feedback data accumulates across channels, regions, languages, devices, and software variations/versions, noise increases. The process of manually reviewing feedback from every channel is not only overwhelming but ineffective. And even with a streamlined approach, teams are confronted with another challenge. It’s exceedingly more challenging to identify and work on mission-critical quality issues. There’s a lot that goes into the process after you’ve collected the feedback. For starters, there’s the context of each piece of feedback, various articulations, and sentiment. There’s also a language component to consider when evaluating feedback outside a reviewer’s primary language. If any aspect is neglected, teams are left with a scattered approach that has minimal influence on the product and growth metrics. In addition, they miss key elements such as true impact, scope, and causes of product issues. Teams need quantitative data so they can effectively understand, prioritize, and act on the right user issues at the right time. 

Identifying and Analyzing Quality Issues Data Challenges

unitQ Monitor analyzes user feedback across channels and languages using machine learning. As it’s processing user feedback, the platform reduces user feedback noise while determining the sentiment and root cause behind product quality issues. It’s then able to quantify KPI impact of Quality Issues identified. Diving a little deeper into Quality Issues, our models are able to identify reports of disconnect between user expectations and what the product actually delivered. unitQ Monitor can parse out complaints and opinions from quantifiable product quality issues.

Quality Issue Examples

Let’s look at an example:

Feedback A

I cannot log in.

Feedback B

I cannot log in because I forgot my password.

Feedback A indicates that a user cannot log into the product. The user expected to be able to log in and cannot due to a potential product issue. Feedback B shows user feedback that is based on user error. The user forgot their password and cannot log in for a reason unrelated to the product’s quality.

Here’s another example:

Feedback A

My account was randomly suspended.

Feedback B

I removed my account by pressing the wrong button.

Feedback A shows a user was surprised when their account was unexpectedly suspended, this could be due to a product bug or glitch. Feedback B shows no indication that there’s an error with a product but rather implies that the user would like their account removed.

Act on Quality Issues to Improve Core KPIs

The best companies in the world trust unitQ for timely, detailed data that allows teams to understand and fix Quality Issues that are impacting their product right now. With faster identification and resolution, companies will not only drive improvements in their unitQ Score, but KPIs that are directly tied to that score like retention, engagement, and revenue. 


Do you want to know what Quality Issues your company should focus on today? Test drive unitQ Monitor now.

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Product

Win with Quality: Why Leadership Teams are Relying on unitQ to Drive Growth

Product quality, especially in technology, hasn’t always been a priority. For decades, many tech offerings were the only game in town, so developers overlooked quality because users had limited alternatives. But, with an explosion of new choices, quality became everything. Now, years later, successful leaders understand delivering a great user experience requires a quality-first strategy. They know their teams must be aligned around quality because it drives usage and adoption, and helps products stand out from the lower quality competition. Of course, being quality-driven also means being data-driven, having the tools to work smarter and faster based on what that data says, and getting ahead of quality issues before they become widespread.

Put Quality at Your Core with unitQ Monitor

Today, leadership teams are focused on growth in users, profits, revenue, market share, and more- and they understand that all revolves around product quality. That’s why they’ve leveraged unitQ Monitor. The mission-critical product quality platform empowers their entire organization to take a data-driven approach to product quality. With a solution that’s able to bring focus and intelligence to a product’s health, they’ve been able to drive growth and execute on top business goals. Here’s how:

  • Leadership teams have been able to efficiently align their entire organization (Product Ops, Engineering, Customer Experience, Product) around quality. unitQ Monitor builds a common language around product quality to ensure their teams are fixing the right things at the right times.
  • They’re constantly informed on what’s impacting their product right now. It allows decision-makers to deploy the right resources on products and quality issues that matter most to their business and users.
  • The timely insights equip their cross-functional teams to prioritize, align, and act fast on mission-critical quality issues before they become critical. This also ensures they’re not working off anecdotes and data silos.
  • Utilizing unitQ Monitor’s automated workflow, they’re saving budget and time by reducing bandwidth and additional tools to manually find, collate, and aggregate user feedback data across multiple channels and languages. 
  • With a single, connected platform for external user feedback data and internal quality, support, and development tools, it brings efficiency and standardization needed by their teams. 
  • With unitQ’s powerful impact analysis reporting, they’re able to gain actionable insights to help guide them on which quality issues to fix next. The data allows them to see which quality issues have the most impact on the KPIs that matter most for their organization.
  • And, all of those efforts work together to keep users happy, which reduces churn and keeps them from migrating to competitors.

Stay Ahead of Competitors with the unitQ Score

The unitQ Score is based on the same user feedback data and machine learning intelligence used in unitQ Monitor, but normalized to allow for easy comparison between a company’s product and those of their competitors. It lets leadership teams accurately compare their app quality and health against the highest quality apps in their space or other relevant industries. It also filters out the noise of non-quality comments and feedback to provide a more accurate representation of product quality than many other rating methods. 

For executives, the unitQ Score provides a relative and reliable comparison to track and guide teams as they execute on product quality initiatives and work towards surpassing quality goals. It’s also an unbiased indicator of overall quality issues experienced by their users as compared with other brands, so they can use it to set goals, identify competitive strengths and weaknesses, and more. Leadership teams have seen a boost with their product quality by 20% in 30 days when utilizing the score. 

unitQ Customers Know the Value

LOVOO, a European dating app, used unitQ Monitor and their unitQ Score to improve App Store ratings by 28% and reduce support tickets by 40%. That kept users coming back with increased sessions and session lengths. With unitQ, leadership teams also saw an increase in team efficiency and found their product teams were able to focus on product improvements that matter to their business.

Styleseat, an online booking and payment platform, doubled user retention and cut churn in half by using unitQ Monitor to automate, add intelligence to, and streamline their product quality and product ops processes. Now, instead of managing multiple tools across support, QA, and product operations, they have a single source of quality truth. It’s enabled them to focus on resolving issues rather than troubleshooting and searching.

Product Quality is Critical to Company Growth

When users are delighted with a high-quality product, they keep coming back for more and stop looking for alternatives. This accelerates sales cycles, increases profits, and makes for a more valuable company. A study found companies that focus on product-driven growth over sales-driven growth have above-average growth and gross margins, and are valued 29% higher. Those are all metrics every executive would be happy to improve. 


Having the tools to quickly, efficiently, and effectively build products of high quality are critical to reaching corporate goals, no matter if you’re running a small team at a startup or a huge product and development team at a global enterprise. Learn more about unitQ Monitor and unitQ Score. You’ll see how unitQ helps your teams align around product quality, get fast and accurate insights on product health, and can elevate your user experience to fuel growth.