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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.

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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.

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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

Categories
Best Practices

Why Crypto Apps Need to Spend Coin on Product Quality

Cryptocurrency is exploding as it becomes more and more mainstream. What used to be a confusing, technical, and ephemeral concept is now a common form of currency and an exciting investment opportunity for the masses. Today, cryptocurrencies such as Bitcoin, Ethereum, and Dogecoin can be used to purchase goods and services from Overstock and Newegg, book flights on Expedia and Virgin Galactic, and even make donations to Save the Children. Even more, it’s becoming one of the biggest investment markets, surpassing $2 trillion in April 2021.


In 2020, 15% of U.S. adults owned some form of cryptocurrency, with half of those making their first investment that same year. As more consumers look to buy, sell, trade, and spend their cryptocurrency cash, they’re turning to mobile smartphone apps to manage their accounts and digital wallets. In mid-2020, new installs of cryptocurrency apps rose more than 80% year over year, and popular apps like Coinbase and Crypto.com hit their highest ever volume of daily active users. In the days following the recent Coinbase IPO, app installs more than quadrupled! And, with cryptocurrencies being more popular with younger consumers—millennials make up nearly 50% of Bitcoin users and 57% of Bitcoin investors—crypto apps face a tough crowd, especially where app product quality is concerned.

Quality Matters for Crypto Apps

With so many new users hopping on the cryptocurrency, or crypto, bandwagon, it creates a challenge for app developers, especially as many of these users will be new to crypto, new to financial investing, or both. So, they’re entering a potentially confusing new crypto investment experience through a newly developed app. In other words, quality matters in the crypto industry more than most. User expectations are already high, and skewing young, those expectations can make or break any new app. That’s one of the reasons why Apple and Google stress the importance of product quality to developers.

So how do you measure product quality? The App Store and Google Play Store have their star ratings and comments, but many more users throw their feedback into the ether of social media. In these other channels, it’s difficult to identify relevant comments, decipher sentiment, and understand feedback across multiple languages. Even if you can capture that data, to make it useful for product quality and app developers, you need related data on OS, region, product version, and other attributes before you can really understand and prioritize any product quality issues.

Crypto App Popularity Makes Quality Critical

Cryptocurrency is inherently volatile, meaning the prices change drastically, very fast and very frequently. In 2017, one Bitcoin was worth about $1,000. In 2018, it ranged from $4,000 to $19,000. In the first few months of 2021, it has fluctuated between $30,000 and $60,000. Other forms of crypto, from Litecoin and Ripple to Ethereum and Stellar, have similar volatility.

Competing for crypto users is becoming more difficult, especially as your apps will be compared with big, established players in the crypto industry. This includes Robinhood and Coinbase for crypto investing and wallets; Shopify, Stripe, and Square for payments, ecommerce, and purchasing; debit and prepaid cards, like Wirex and Bitwala; and even individual brands and retailers, like Tesla.

The fast and frequent changes to the value of crypto makes for much excitement among crypto traders, crypto buyers and sellers, and crypto investors. It also means they’re checking those prices frequently throughout the day, pounding your crypto app and counting on it for speed and reliability of crypto data, but also to manage, protect, and secure their crypto financial transactions. And, with crypto experiencing such explosive growth, apps are getting more usage from more new users than you may have expected, which makes bug prioritization and management even more of a challenge for developers.

What Crypto Users Care About in App Quality

Crypto app users want to track and manage their financial accounts while getting up-to-the-moment information on crypto markets, coin prices, and related news. Since it’s money, they also demand rock-solid security balanced with simplicity and easy access. And, with crypto app users split between highly experienced day traders, total novices, and everyone in between, product quality can make or break your entry into this exciting industry.

In addition to these requirements, and the baseline consumer demand for security, safety, and privacy, users of crypto apps also want:

  • Instant access to their accounts, with easy to understand insights on markets, investments, balances, incoming deposits, outgoing payments, and other data, 
  • Simple and instant payments to and from friends, to and from retailers, and with ubiquitous availability across accounts, apps, and countries,
  • Clear, intuitive, and speedy visualizations of financial, market, and account information,
  • Helpful financial guidance, news on crypto markets and trends, and advice from influencers and experts, and
  • Fast crypto trades with clear accounting of transaction fees, taxes, and more.

See Your unitQ Score

Our proprietary unitQ Score and unitQ scorecards solve these problems for product, development, and quality teams focused on crypto apps. These scorecards are updated monthly to improve and focus your app product quality efforts. They also let you benchmark your app quality against the highest quality crypto apps, as well as those in other popular categories, including finance.

If you’re not yet a unitQ customer, it’s easy to check your unitQ Score. We’ll track your App Store and Google Play Store feedback and reviews, and send you a weekly assessment of your product quality. You can compare that to the monthly scorecards to see how you stack up against the competition.

You can also unlock the full power of unitQ Monitor to get product quality insights from the App Store, Google Play Store, Zendesk, Salesforce Service Cloud, Twitter, Reddit, and other feedback channels and translated from more than 100 languages. It’s also easy to integrate that data with Slack, PagerDuty, Jira, and other internal tools already used by your product, quality, support, and engineering teams. 

Product quality is an essential component of success in the fast-changing, hyper-competitive, and explosive market for cryptocurrency apps. We can help you easily bring comprehensive user feedback into your product quality efforts so you can keep users happy while making sure your own investments in product quality bring you a very positive return.

Categories
Best Practices

Join our Upcoming 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 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 May 11

Date: Tuesday, May 11, 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

Why Product Quality is Invaluable for The Food Delivery Apps Industry

Mobile apps have redefined the way users discover and order food. The archaic ways they use to pursue their next meal are slowly declining. They’re no longer limited to traveling to pick up a meal, having limited food options, searching for menus, or deciphering which restaurants offer delivery or take out. Alternatively, there’s an abundance of food and drink options right at their fingertips. With emerging app-based food delivery services, it’s so convenient to enter and refine what they want by cuisine type, particular diets, special menu items, or promotional meals. And with just a few taps on their devices, they’re met with delight when their quick and easy breakfast, lunch, or dinner arrive right to their front doors.

In a Growing Market, Quality Matters

Convenience and variety are key factors in the rise of food delivery app usage. The increased consumption has magnified significant growth within the food delivery market in the past 5 years. And in the past year alone, the pandemic has amplified food and drink app installations by 21% and more than doubled food delivery apps’ business. Even as the pandemic is slowly recovering, delivery operations expect to have a lasting effect. According to one report, the global food delivery mobile app market anticipates to hit $16.6 billion by 2023. As the market is booming and app choices are expanding, a high product quality experience is crucial to both attain and retain users.

Top Product Quality Issues for Food Delivery Apps

Users aren’t just hungry for delicious and convenient meals, they also crave product quality. A single issue can impede their entire experience. In a recent research, over 80% of users said, “If it takes longer than expected to resolve an issue with their delivery, their overall satisfaction with that service would go down.” To ensure user satisfaction doesn’t go down, businesses should pay attention and take action on what their users are saying. Users have the deepest insights on how their product works because they directly interact with it, the following are the top product quality issues they’re experiencing within the Food Delivery Apps Industry.

Orders

  • Wrong orders
  • Missing or incorrect items from shopping card
  • Incorrect pricing
  • Charged multiple times
  • Couldn’t complete order
  • Issues editing cart
  • Processed multiple times
  • Can’t adjust tips
  • Can’t place or finalize order
  • Error checking out

Billing

  • Can’t add or update card
  • Unauthorized payment
  • Failed/rejected payment 
  • Can’t use certain cards
  • Missing credits
  • Can’t apply discounts or promos
  • Can’t pay with PayPal
  • Incorrect credit amount
  • Can’t get a receipt 

Delivery

  • Deliver instructions not followed
  • Can’t select/change time
  • Can’t manage address
  • Order not on time
  • Canceled for no reason

Account

  • Can’t log in or sign up
  • Password reset- link not working 
  • Can’t send messages via chat
  • Can’t give ratings
  • Response not received
  • Freezing
  • History missing

Raise The Bar on Product Quality 

Businesses should continue to assiduously raise the bar on product quality, especially as users have so many options with this growing market. Competition is fierce and neglection towards product quality could encourage users to turn the other way. Quality issues such as inaccurate orders, miscalculated billing, erroneous deliveries, complex application usage, and/or inconvenient account errors will lead to lost users, possible negative reviews, and ultimately impact a company’s bottom line. It’s worth the efforts to observe what user pain points are and start to excogitate solutions to elevate their experiences. The best approach is using user feedback and product quality data.

We’ve developed the unitQ Score and unitQ scorecards for app product and development teams take a data driven approach to their product efforts. We encourage businesses to leverage the data to create meaningful paths towards their product’s growth. Organizations can expect to see increased customer loyalty and reduced churn rates. unitQ also offers monthly scorecards so teams can benchmark their product quality efforts over time.

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Best Practices

Motivation for Quality: Keep Your Fitness App Quality in Tip-Top Shape

With exercise and diet becoming such an important part of our lives, 2021 is poised to be an explosive year for health, fitness, and wellness apps. Fitness and wellness apps have become mainstream, and they are not just limited to exercise and tracking steps; this broad category includes apps that help with meditation and sleep to those tracking sitting time, eating habits, self care, medication, focus, and much more. In fact, Prevention’s top 20 best health apps list includes apps for mindfulness, vitamin D exposure, fasting, self improvement, hydration, relaxation, skincare, yoga, and swimming. With the help of these fitness and wellness apps, we are truly in the age of the quantified self.

The proliferation of health, fitness, and wellness apps is creating a business boom, too. One popular meditation, stress reduction, and sleep app, Calm, hit $150 million in revenue way back in 2019. As the pandemic closed gyms and increased stress and anxiety, and news cycles amplified ongoing anxiety, it fueled a surge in demand for relaxation, fitness, and wellness apps. Today, 80% of smartphone users have at least one such app. It’s no wonder the global health, fitness, meditation, sleep, and wellness app market is expected to reach nearly $300 billion annually by 2026 and VCs invested $7.3 billion into fitness apps and wellness platforms over the past 5 years.

Quality is Critical to App Success

Quality matters more than ever, especially in mobile apps, and definitely for health, wellness, and fitness apps. User expectations continue to skyrocket, and even Apple and Google stress to app developers the importance of product quality. That is because the developers of the most popular apps we use every day—TikTok, WhatsApp, Facebook, and Instagram—spend tens of millions of dollars setting the product quality bar extremely high. Users know quality, so they benchmark every other app experience, including those for health, fitness, and wellness apps, against the best in the business. Plus, if you’re not the leaderboard in the fitness and wellness app category, users have tons of other options to consider.

But quality is hard to measure. Sure, there are star ratings in the App Store and Google Play Store, but what about social media comments, deciphering sentiment, and feedback that’s in multiple languages? And, even if that data is available, how do you drill down to the OS, region, product version, and other attributes required to really understand and prioritize those product quality issues?

We’ve developed our proprietary unitQ Score and unitQ scorecards to solve these problems for app product, development, and quality teams. Our scorecards are updated monthly to inform your efforts as you improve app product quality. The scorecards let you benchmark your app quality against the highest quality apps in several categories, including fitness and wellness.

In a Booming Market, Quality Matters More

But, just because users had an insatiable hunger for fitness and wellness apps, developers can’t lower the bar on app product quality. In reality, users continue to spend more time using apps for nearly everything, so they expect a higher quality experience. Reports from the first half of 2020 showed that app downloads were up 10% year over year, and time spent on smartphones was up 20%. That increase in usage is also driving an increase in user feedback, which can easily overwhelm product and quality teams with too much noise across too much data.

For users of meditation, bicycling, relaxation, running, fitness, self-discipline, and other types of health and wellness apps, poor product quality can make or break your entire business. Users want to be motivated and see results in an intuitive, easy to use manner. Confusing data dashboards, clunky guides, inaccurate data and advice, poorly integrated images and videos, app crashes, login issues, and payment and account troubles are just a few of the quality issues that can turn users away. And, since we’re in the middle of a market boom, there are plenty of competing health, fitness, and wellness apps ready to benefit from your app’s poor quality.

What Fitness and Wellness Users Care About in App Quality

Users looking for fitness and wellness apps want to accomplish their goals without adding frustration and wasted time to their lives. Simply finding the motivation to embark on a fitness regime is hard enough for most people, so creating additional barriers due to poor quality is a good way to quickly lose users. This makes ease of use one of the most important aspects of product quality in this segment. But, in addition to usability and the fundamentals of security, safety, and privacy, users of fitness and wellness apps also demand:

  • Instant access to health and fitness data, programs, and content to quickly get moving when the urge strikes.
  • Fun, easy gamification, competition, challenge, community features, and goal setting to spur and increase the motivation to improve health and wellness.
  • Clear and easy to understand data, trends, and metrics to easily see progress towards fitness, meditation, focus, or other health and wellness goals.
  • Helpful, targeted, and accurate guidance and advice to help reach health and wellness goals and improve outcomes.
  • Multi-sport support and sufficient, well-rounded diversity of programs and capabilities to maintain motivation and variety as users seek everything from meditation and relaxation to cardio and outdoor programs.
  • Simple account, subscription, and payment functionality.
  • Compatibility with, and easy setup of, first- and third-party monitors, wearables, and other smart devices, such as smart watches, fitness trackers, and heart rate monitors. 
  • Seamless integration with other popular apps, such as music, maps, social media, and comprehensive health-tracking platforms (Google Fit, Apple Fitness+, Samsung Health, etc.), to share and enhance the fitness and wellness journey.
  • Reliable usage of device sensors and features, such as accelerometer, camera, GPS, and more.
  • Extra protections and easy settings for privacy and security of health and personal data.

Product Quality is Invaluable for Health, Fitness, and Wellness Apps

The user experience is imperative for fitness and wellness apps, especially as the pandemic has fueled exploding demand for apps and solutions that relieve stress, build motivation to exercise and move, and remind users to eat, sleep, and live better. But it’s not just a pandemic-related trend; the fitness app market is expected to grow by nearly 30% in the next 5 years. That’s going to bring more users of varying technical skills onto your products. Couple this with the wide variety of smartphones, operating systems and versions, languages, devices and firmware versions, third-party services, and more, and product quality becomes a daunting challenge for developers but a glaring and frustrating deal-breaker for users.

As a former fitness and wellness app founder said, “Fitness apps are hard.” That’s because you’re attempting to get users to repeatedly make healthy, mood- and behavior-altering decisions, which we all know isn’t easy. Since your fitness and wellness app is already trying to crack this difficult challenge, the last thing it needs is product quality issues blocking the way.

The best way to improve quality is with a dedicated quality effort and focused quality data. But that’s difficult to do when user feedback, sentiment, and related app and device metadata is spread across app store reviews, social media posts, support tickets, and issue tracking tools. Your internal quality, support, product, product ops, and engineering teams are then left manually sifting through limited sets of data to guess at which quality issues are most important, how they’re impacting which users, and what you can do to fix them.

See Your unitQ Score

The unitQ scorecard for fitness and wellness provides a monthly look at this sector’s top 15 apps as measured on product quality using the unitQ Score. If you’re a unitQ customer, you can instantly compare your unitQ Score against these competitors to see how well your product quality efforts are paying off. And, since the scorecards are updated monthly, it shows which brands continue to invest in product quality.

If you’re not yet a unitQ customer, it’s easy to check your unitQ Score. We’ll track your App Store and Google Play Store feedback and reviews, and send you a weekly assessment of your product quality. You can compare it to the monthly scorecards to see how you stack up against the competition.

You can also unlock the full power of unitQ to get product quality insights from the App Store, Google Play Store, Zendesk, Salesforce Service Cloud, Twitter, Reddit, and other feedback channels and translated from more than 100 languages. It’s also easy to integrate that data with Slack, PagerDuty, Jira, and other internal tools already used by your product, quality, support, and engineering teams.

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Best Practices

Quality Matters: How to Attract the Two-Thirds of Adults Who Use Finance Apps

We introduced our proprietary unitQ Score and unitQ scorecards to help product and quality teams understand and act upon app product quality. They’re updated monthly to show the highest quality apps in several categories so companies from finance to dating can see how their product quality compares with the best in the business.

We believe finance is one of the most important and engaging of our tracked product categories, especially in our socially-distanced reality. Nearly two-thirds of adults now use mobile apps to manage their money, with half saying they currently use three or more financial services apps. That’s because money is likely one of the most important considerations in your life. These financial services apps cover everything from credit tracking to financial budgeting, banking to stock trading, and mobile payments to credit card account monitoring, and more.

But, just as you wouldn’t trust your hard-earned cash to a bricks-and-mortar bank with cracked windows and a broken vault door, you won’t trust your money if a financial services app comes with a low-quality experience.

Benchmarking Financial Services App Quality

The unitQ Score helps companies build better, higher quality products. It’s the world’s first product quality metric based on real-time user feedback gathered from the most popular user channels and across more than 100 languages. You can read this blog post to learn more about the unitQ Score and how it enhances your quality efforts.

For financial services app users, poor product quality is apparent from the moment they install your banking, investing, budgeting, or credit scoring app. Issues during login, cumbersome financial account access, app crashes, confusing presentation of financial information, trouble with deposits or transfers, and difficulty generating financial statements are just a few of the quality issues that can turn users away.

Now more than ever, users are relying on financial services mobile apps to do their banking, investing, paying, and transferring of finances. The first month of the pandemic saw a 200% increase in new mobile banking users. That trend continued throughout the year with users now 9-times more likely to use mobile banking options than the previous year. Again, financial app product quality is likely to determine the winners and losers in this race for financial services users.

What Finance Users Care About in App Quality

Today’s financial services industry goes far beyond just banking. But in addition to the fundamentals of security, safety, and privacy, today’s financial services users also demand:

  • Instant access to their financial data,
  • Easy payments to and from friends, and to and from retailers,
  • Clear and intuitive presentation of financial information,
  • Helpful financial guidance and budgeting advice,
  • Seamless mobile payments at every store, and,
  • Fast stock trades and investment advice.

The modern necessities for the financial services user experience—instant, easy, seamless—all revolve around product quality as much as the fundamentals of finance, such as security, privacy, and access. Get it right and you’ll grow. Get it wrong and users will lose trust in your brand.

Product Quality is Invaluable for Financial Services

The user experience is incredibly important for financial services apps, especially as pandemic restrictions have forced more people to replace in-person interactions with app-based financial transactions. That’s also forced reluctant and inexperienced users onto your financial services app platforms, pushing developers to reprioritize features and capabilities, according to The Financial Brand. Surveys also show that users list financial information access, app responsiveness, and login issues as their top three financial services app quality concerns.

Building and maintaining high-quality products is difficult, especially as users demand financial services tailored to their market, region, device, operating system, language, and more. And, the data that provides user feedback sentiment and quality details is spread across app store reviews, social media posts, support tickets, and issue tracking tools. It forces your internal quality, support, product, product ops, and engineering teams to manually scrape together what little they can and guess which quality issues are most important, how they’re impacting users, and what development teams can do to mitigate them.

The unitQ scorecard for finance is now here to help! It provides a monthly look at the industry’s top 15 apps as measured on product quality using the unitQ Score. If you’re a unitQ customer, you can instantly compare your unitQ Score against these competitors to better gauge how well your product quality efforts are paying off. And, since the scorecards are updated monthly, you can see which brands continue to invest in product quality.

See Your unitQ Score

If you’re not yet a unitQ customer, it’s easy to check your unitQ Score. We’ll track your App Store and Google Play Store feedback and reviews, and send you a weekly assessment of your product quality. You can compare that to the monthly scorecards to see how you stack up against the competition.

You can also unlock the full power of unitQ to get product quality insights from the App Store, Google Play Store, Zendesk, Salesforce Service Cloud, Twitter, Reddit, and other feedback channels and translated from more than 100 languages. It’s also easy to integrate that data with Slack, PagerDuty, Jira, and other internal tools already used by your product, quality, support, and engineering teams.

Product quality is both critical and complex, especially for the hyper-competitive and fast-changing world of financial services apps. We can help you easily bring comprehensive user feedback into your product quality efforts so you can keep users happy while growing your own bank account.