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Best Practices

Reduce Support Ticket Volume by Fixing Ongoing Quality Issues

The best support ticket is the one that never gets filed. At unitQ, we’ve found out that the best way to keep your customers from filing support tickets is by fixing long-standing quality issues.

We’ve noticed that many companies have persistent quality issues that never seem to get fixed. This usually happens because the issues get lost in the noise from the overwhelming amount of user feedback from multiple channels a company gets day in and day out. 

Turning User Feedback Into Actionable Insights

But there’s a way out: unitQ Monitor, our AI-enabled monitoring platform, can dig through all the noise from support tools like Zendesk, Helpshift or Intercom, to public app review sites like the App Store or Google Play Store, taking all this qualitative user feedback and turning it into a quantitative goldmine.

Say, for example, you see a report that your password reset link isn’t working. You might think that it was user error and the user just logged in with the wrong account. However, after a few days of unitQ Monitor analyzing your user feedback, you may discover that the login issue has been persistent and ongoing for days or weeks!

Fixing Long-Standing Quality Issues

We consistently see outcomes like this — whenever a new partner goes live with unitQ, it’s like they turned on the lights in a dark room. Armed with actionable data directly from their users, they act quickly to identify the root cause of the problem and fix it. As a result, they dramatically reduce the volume of support touches — whether email, chat, tickets or phone calls — since these issues stop being reported over and over again. 

The end result is a higher unitQ Score, less user churn, fewer 1-star reviews and fewer support tickets. unitQ Monitor does all this by leveraging your existing data assets, without asking your users to do anything differently, like reporting more bugs! What’s more, your support team becomes more efficient and can now spend more time on the right tasks.

But don’t just take our word for it. Our partners are seeing these dramatic declines in support touches soon after they start using unitQ Monitor. LOVOO saw their support ticket volume drop by 40% in the first months after going live with unitQ Monitor. Pandora’s support ticket volume dropped by 10% in the first 45 days. And Strava estimates that it will see as much as a 20% reduction in support ticket volume.

Next Steps

So while it’s a great idea to invest in tools that deflect support touches, like chatbots and knowledge bases, it’s an even better idea to invest in fixing quality issues that generate the support touches in the first place!

If you want to see how unitQ Monitor can help reduce the burden on your support team, schedule a live demo today.

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Best Practices

Give Engineering Teams the Data to Detect and Fix Bugs Faster

Engineering is charged with so much more than just delivering high-quality products. From prioritizing and resolving product issues and managing new release roadmaps to planning with product teams and ensuring quality assurance (QA) testing, engineering leaders need to balance resources and priorities against shifting strategies and increasingly diverse and demanding users.

The key to engineering’s success, however, resides within user feedback. A single source of truth for global user feedback, provided by unitQ Monitor’s AI-enabled platform, gives engineering leaders the insights to make smarter, data-driven decisions on new product direction, existing product improvements, issue prioritization and resolution, QA focus, and more. 

Overcoming Common Engineering Pain Points

You have a lot on your plate as an engineering decision maker. For live products, there’s a constant onslaught of incoming user feedback and bug reports. But that data is full of noise and lacks critical details, so it’s a challenge to identify, prioritize, and fix the high-impact bugs while considering your limited engineering bandwidth. Those limited resources must also be allocated to new product development and working with product teams to architect roadmaps and build product strategies that boost engagement and overcome competitive threats. It’s a lot to juggle. 

Most engineering teams have deployed one or more monitoring tools, such as Datadog, PagerDuty, or Bugsnag. These tools do surface product quality issues but they also miss user feedback hidden within reviews and comments across social media channels and app stores. Add to that the incoming data from customer support tools like Zendesk, Helpshift, or Solvvy, and response and ticketing tools like Slack, Jira, and PagerDuty, and it’s no wonder engineering continues to rely more on gut and less on data. Worse yet, much of the incoming user feedback data lacks detailed product, version, or device information to reproduce, triage, or prioritize incoming issues. These data gaps add even more time to an already slow process.

QA teams, on the front lines of the release process, serve as a safety mechanism to catch issues before they make it into production. Of course, it’s an impossible task given the myriad devices, integrations, languages, versions, and other potentially known and unknown variables across users, geographies, and brand ecosystems. So QA must prepare to quickly capture user feedback, detect issues, and fix bugs post-release. But many QA teams, just like their engineering counterparts, also make these critical decisions based on anecdotes or limited user and device information.

To help engineering, you need insights from a wide and diverse array of existing user feedback channels. To save time, you need intelligence to automatically gather and categorize user feedback. And, to drive better decisions, you need data-driven insights to identify issues, enhance prioritizations, and build better product strategies. You can do all of that and more with unitQ Monitor.

Definitive User Feedback and Product Quality Signals from unitQ Monitor

unitQ Monitor gathers user feedback from across the web and your internal engineering, support, and QA tools and brings it together in a single view. From Zendesk to Reddit, the Apple App Store to Zoho, unitQ aggregates app store reviews, social media posts, and ticketing data to create a one-stop shop for user feedback and product quality insights. unitQ Monitor then translates that feedback from over 70 languages, automatically categorizes it, and evaluates the user’s sentiment so you can quickly and confidently analyze issues, trends, and more to act decisively on product health and quality. 

For engineering, unitQ Monitor turns disparate user feedback into data-driven insights to improve product quality, enhance resource utilization, and craft winning product roadmaps. Our AI-driven platform consolidates user feedback into an accessible central repository, automatically adds meaningful and granular categorizations, and visualizes product, user, device, and other critical trends over time. Having those user feedback insights at your fingertips allows you to:

  • Rely on a single source of truth to prioritize the right fixes and make the right decisions.
  • Move away from anecdotal information to detect urgent issues with more confidence and fix the most impactful issues faster.
  • Get early warnings and timely notifications to act quickly before quality issues become widespread.
  • Uncover root causes and get definitive data for investigating, reproducing, and fixing critical issues.
  • Incorporate user feedback into data-backed product decisions. 

StyleSeat, an online booking and payment platform, uses unitQ to elevate engineering above the weeds of bug fixing and into a more strategic, product-forward viewpoint. With accurate user feedback data at their fingertips, unitQ Monitor enables the company’s engineering team to easily measure progress on product quality with real-time user feedback and analysis.

“We realized that unitQ can turn our existing user base into an extended quality team,” said Greg Burch, VP of Engineering at StyleSeat. “Before unitQ, our product improvement prioritization started with a long meeting and many opinions. Now, we look at unitQ Monitor and immediately start doing what we’re good at: building a great product.”

unitQ Monitor Turns User Feedback into Engineering Value

User comments only tell a portion of the story. To be truly useful to engineering, unitQ Monitor pairs user feedback with device, platform, version, and other metadata. That gives you the power to directly search and analyze raw user feedback data from across channels without noise or the aggregations and rollups that can filter out important nuances. With integrations to Slack, PagerDuty, and dozens of other popular engineering tools, unitQ Monitor also alerts you to new issues so you can act before they become widespread. 

With user feedback data in a single view and AI-augmented with critical product, quality, and issue data, unitQ Monitor gives engineering the data to speed and improve triage efforts, monitor product health, and stay in front of emerging issues, all by providing fast, easy access to accurate user feedback data you can trust.

To see unitQ Monitor in action, schedule a live demo today.

Categories
Best Practices

How Support Teams Leverage the Power of User Feedback and unitQ Monitor

No matter what name your team goes by—customer support, user operations, customer success, product support, voice of the customer—you’re responsible for quickly resolving issues, feeding insights to engineering and product teams, and spotting market, feature, and other trends. That’s a challenge because incoming tickets span languages and systems, users often fail to include relevant information, and meaningful analysis requires time-consuming manual effort. But with a single source of truth for global user feedback insights—like unitQ Monitor’s AI-enabled platform—support can quickly make data-driven decisions while turning user feedback into a competitive advantage. 

Where Support Feels the Pain

Growth is usually a great thing for businesses. But highly manual efforts, like customer support, tend to be challenging to scale along with the business. Most modern support teams already use customer support tools like Zendesk, Helpshift, or Solvvy to streamline and automate the ticketing and initial user engagement processes. You’re also likely using Slack, Jira, PagerDuty, and other internal tools to respond to and resolve issues with engineering.

As your business scales, support generally has to scale 1:1 along with the user base. That’s because user feedback comes in from dozens of channels, which takes time to gather and analyze. Swelling rivers of user feedback force you to aggregate issues and focus on the biggest impact issues while an undercurrent of smaller issues go unnoticed and ignored. Growth into global markets invites user feedback submitted in different languages, from users on new and different devices and software versions. And user feedback can omit key details that prevent proper categorization and triaging, preventing engineering from reproducing issues. 

You’re probably already feeling the pain of many of these challenges. But that’s just within the support team. As you work to guide engineering and product, too much data and too few insights can lead to generalities, estimates, and anecdotes. Miscategorized issues or generic tags only serve to undermine conclusions, sap your confidence in results, and erode the trust you’re trying to build with engineering. Manual tagging may seem like an option, but it’s time consuming and it pulls support teams away from their jobs of actually supporting users and informing internal teams.

What support needs is a way to take user feedback from existing user feedback channels, intelligently and automatically categorize it, and provide the data-driven insights to streamline support processes and inform upstream development teams as they work to improve and advance your products. You can do all of that and more with unitQ Monitor.

Accurate, Comprehensive User Feedback Insights

unitQ Monitor gathers user feedback from across the web and within your existing tools and brings it together in a single view. From Zendesk to Reddit, the Apple App Store to Zoho, unitQ aggregates app store reviews, social media posts, and ticketing data to create a one-stop shop for user feedback and product quality insights. unitQ Monitor then translates that feedback from over 100 languages, automatically categorizes it, and evaluates the user’s sentiment so you can quickly and confidently analyze issues, trends, and more to gauge product health and quality. Combined, it lets you efficiently scale support while resolving more issues and enabling smarter product decisions.

With user feedback data in a single view and augmented with critical product, quality, and issue data, unitQ Monitor gives the support team the data-driven insights to spot, triage, and resolve issues in less time and with less effort. It also gives you the confidence to act quickly knowing you have a complete view of all user feedback and the data to reinforce your decisions. Even for unstructured comments and social media posts, unitQ turns qualitative phrases and statements into usable, structured data to further inform your decisions. 

Beyond support, unitQ becomes a dashboard for your entire business to track and monitor product quality and health based on user feedback. Searching becomes more powerful and reliable because categorizations and tags are consistent and user feedback is translated to a single language. Capturing additional metadata ensures support and engineering have the device, operating system, region, software version, and other details necessary to make confident decisions. And powerful filters and analysis tools enable granular insights to be shared across the company. 

unitQ Is the Secret Sauce for Support

Support is a critical component of every product-driven business. If you fail to keep users happy, you simply fail. unitQ Monitor moves you beyond anecdotes for faster action based on reliable, comprehensive user feedback. It puts product, quality, and user insights at your fingertips for easy analysis and better decisions. And it gives you the confidence to act on real-time product heath and user feedback issues before they impede your growth. 

If you haven’t seen unitQ in action, schedule a live demo today.

Categories
Best Practices

What Time Is It? It’s Time to Fix!

First in a series of posts on breaking the vicious cycle of poor product quality.

The software industry has done an excellent job developing a set of growth metrics: DAU, MAU, DAU/MAU, retention/return rates, and so forth. For product quality or user experience, no one has really developed any metrics, until now. It is very hard to improve what you cannot measure. As a result, we developed two quality metrics: the unitQ Score and unitQ TTF.

unitQ TTF (for Time to Fix) essentially describes how much time it takes for a company to fix an issue in production. A shorter time to fix results in a higher unitQ score, and less time an issue has to impact users, which means fewer tickets to your support team and lower negative sentiment.

unitQ Helps Decrease Your Time to Fix in Three Areas

  • Issue detection
  • Alignment among the teams within your organization
  • Fixing issues

Early detection of quality issues reported by your user base means there is no need to wait until an issue snowballs into a crisis. With unitQ Monitor — our AI-enabled platform that empowers you to take a data-driven approach to identifying, prioritizing, and fixing product quality issues in the most efficient way — you configure alerts to trigger when a specific threshold amount of feedback is crossed, or when the percent change of feedback over a given time period is exceeded. When an alert triggers, it sends a notification to PagerDuty or Slack, so your team knows almost immediately about the issues.

Align: Decisions to deploy resources to fix certain quality issues are made much faster with a Single Source of Truth — data cross-functional teams can understand and rally around.

Typically, different teams in a company may not be looking at the same information. The support team may learn about issues from bug reports, while the marketing team may notice some trends in their social media feeds. unitQ Monitor collects all your customer feedback, from every source — from public sources like app store reviews and social media to private sources like Zendesk or Intercom — into one searchable data store, a single source of truth. Now everyone in your company — from your engineers and support team to the marketing team — armed with this single source of truth can very quickly decide to deploy resources to fix quality issues.

It goes without saying that the more data you have about a problem, the easier it is to fix it. unitQ Monitor provides additional data from a number of sources to help you triage and fix quality issues: 

  • Translated content: All user feedback is translated into English, which can help you fix issues that affect customers in non-English speaking locales.
  • Custom tags: Add unique labels, categorizations, and other helpful references to any user feedback. If you are using Zendesk, tagging is bidirectional between unitQ and Zendesk.
  • Metadata like platform, language, country, product version.

Since the engineers tasked with fixing the quality issues have direct access to all this information, as well as a timeline of when they started, the time it takes to reproduce and ultimately fix the bugs contracts significantly.

Conclusion

We have the data to prove the impact of going live with unitQ Monitor. When your unitQ TTF goes down and your unitQ Score goes up, you experience:

  • Fewer support touches on the same issue over and over, resulting in a top of funnel impact for your support team.
  • Fewer 1-star reviews and more 5-star reviews.
  • Increased net sentiment in all user feedback data.
  • Decreased churn.
  • Increased engagement and conversion, which ultimately means more revenue!

unitQ Score Improvement

Time to Fix Improvement

Improving your Time to Fix is one way to break the vicious cycle of poor product quality. Keep watching this blog for more tips and tricks on this topic.

And to learn how unitQ is helping category-leading companies like Chime, AppLovin, Pandora, and Strava break out of the vicious cycle, request a demo today.

Categories
Best Practices

Breaking the Vicious Cycle of Poor Product Quality

Software, by its nature, has bugs. That’s not really a problem, since they’re expected; the problem is how your team tackles those bugs. The first step in stomping out bugs is identifying the issues before they become too big of a problem.

unitQ Monitor acts as an early warning system, helping you identify bugs before they become large problems for your company. unitQ Monitor monitors all your customer feedback, identifying new issues and alerting your team when it detects a sudden spike in reports from customers.

So what happens when you are flying blind without this warning system? You could enter a vicious cycle, where bugs go undetected and linger for far too long, causing customer dissatisfaction, leading to churn and the abandonment of your product for a competitor’s. Lingering quality issues can cascade throughout your organization, with more support tickets being submitted, more 1-star reviews being written, higher user churn, and lower engagement.

An Example of the Vicious Cycle: Lost in Translation

To help illustrate this vicious cycle, let’s walk through the business impact of one bug from the company I started before unitQ, Skout. When new users signed up for Skout in Spanish, the localization string for “male and female” literally got lost in translation — the genders were reversed in the signup flow. This bug went undetected for 4 months. Never mind that Skout had 35 people working in our Chile subsidiary. You know what they do? They speak Spanish all day long. Despite that we couldn’t connect the dots until we saw the user reviews come in, combined with second day return rates showing an anomaly for all Spanish users. Their second day return rate was half that of users in other languages.

As a result of this bug persisting:

  • Support volume increased, since users reported the same bug over and over again. 
  • Our app ratings decreased. We found that the average rating for a review containing a bug report is 1.5 stars. 
  • Conversion dropped, not only because of the low rating, but because the bug acted as a filter mechanism masking important product flows. 

This led to the worst case scenario: we entered into the vicious cycle of product quality. Our bucket started leaking with bigger holes, and eventually our loyal users began jumping ship.

We frequently found ourselves saying, “If only we found this bug 6 months ago, the business would have been 3-5% bigger today.” It became an obsession of ours: To hunt, quantify, prioritize and fix bugs. And nothing was more satisfying than launching fixes and seeing a big boost in engagement and retention metrics. Just like when we fixed the Spanish bug.

To learn how unitQ is helping category-leading companies like Chime and Strava break out of the vicious cycle, request a demo today.

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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
Best Practices

Product Webinar: Guide to Data-Driven Product Quality

We live in a world of limitless options and minimal switching costs. Companies are not just competing against one another but competing for time and resources, and users have very little patience for products that don’t consistently deliver a great experience. 25% of users will switch to another product if they have a bad experience. For consumer apps, issues during login, trouble with notifications, and difficulty with billing are just a few quality issues that can turn users away.

Register for the live webinar to learn more

Delivering a Great Product Experience and Quality

One of the best ways companies can consistently deliver a great product experience is identifying, understanding, and fixing mission-critical quality issues in user feedback in a timely manner, and sharing those insights with key stakeholders. This will save teams time and guide them to allocate resources to initiatives that improve product quality and drive growth.

unitQ takes a modern, data-driven approach to product quality. With unitQ Monitor, companies can easily access insights across all user feedback sources and languages in one place. The platform determines what’s impacting their product right now, and helps teams prioritize and fix the right issues faster. 

Upcoming Product Webinar on Sept 7, 2021

Date: Tuesday, Sept 7, 2021
Time: 10:00 am PST / 1:00 pm EST
Duration: 30min
Cost: Free
Register here

Join Greg Shaver, Enterprise Account Executive at unitQ, as he’ll demonstrate our platform in a 30-minute demo webinar that will cover how you can boost product quality by 20% in less than 30 days and have an impact on the bottom line

  • Gain a unified view of indisputable quality data
  • Prioritize high impact, mission-critical quality issues
  • Remove manual overload and streamline with automation
  • Enable support, engineering, and product teams to act faster and fix smarter
  • Improve customer experience and retention with product quality data

Register for the upcoming live product webinar today

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.

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Best Practices

Join Our Upcoming Webinar: FinTech Embraces User Feedback to Boost Product Quality

In a very competitive FinTech sector, companies are not just competing against one another but also competing for time and resources, and users have very little patience for apps that don’t deliver excellent product quality and personalized experiences especially when they’re relying on your product to manage their hard-earned finances. This makes it even more critical for financial services apps to quickly address high-impact issues as well as making sure they don’t miss unrecognized quality issues

Register for the live webinar to learn more

Capturing High-Impact Insights from Your Users

A great user experience revolves around product quality. To make it seamless, you’ll need to capture impactful quality issues (payment, security, access to name a few) in user feedback in a timely manner then share those actionable insights with key stakeholders in order to take proactive actions and/or fix an issue before it becomes widespread. These efforts will ultimately help your teams prioritize time, resources, and tasks that improve product quality and drive growth. In our upcoming webinar, we’ll show you best practices on how to tackle this.

Upcoming Product Webinar on June 15

Date: Tuesday, June 15, 2021
Time: 10:00 am PST / 1:00 pm EST
Duration: 30min
Cost: Free
Register here

Ready to learn more? Join Greg Shaver, Enterprise Account Executive at unitQ, on June 15, 2021 as he demonstrates our platform in this 30 minute demo webinar that covers how the FinTech industry can boost product quality by 20% in less than 30 days and have an impact on the bottom line!

  • Gain a unified view of indisputable quality data from different user channels
  • Remove manual processes and streamline with automation
  • Identify and prioritize high-impact, mission-critical quality issues
  • Enable engineering and product teams to fix the right quality issues faster
  • Improve customer experience and retention with product quality data

Register for the upcoming live product webinar today