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unitQ selected to demo at FinovateSpring

We are excited to be presenting at FinovateSpring 2022, a leading fintech conference that showcases the best innovations in financial and banking technology. unitQ has been selected to demo on stage in front of a live audience in San Francisco on May 18. Returning to an in-person event, this year will feature 50+ live demos from leading innovators and thought leaders. 

unitQ’s Founding Team Member and Sales Director, Anthony Heckman, and Product Manager, Brett Caplan, will present how unitQ’s cloud-based AI platform is arming fintechs, banks and financial institutions with real-time actionable insights from user feedback to stay ahead of their competition, improve their customer experience, boost star ratings, and drive customer retention.

unitQ gives organizations, no matter what industry they are in, a single repository for user feedback. This feedback is ingested from all kinds of public channels (like social media, app stores, Reddit, Better Business Bureau) and private channels (like Zendesk, Delighted, Ada, Intercom). Support and Member Services teams save time responding to tickets. Product and Digital Innovation teams get prioritization and real-time insights to inform their roadmap. Engineering teams receive actionable insights that reduce time to fix. 

We look forward to the opportunity to demonstrate our platform and show why category-leading financial companies like DailyPay, Chime, and Greenlight Financial have better retention, engagement, and performance. 

FinovateSpring Demo Session Details:

Date: Wednesday, May 18, 2022
Time: 9:40 – 10:55 am
Location: Hilton Union Square San Francisco
Learn more about FinovateSpring 2022

Read how our customers are enhancing their businesses here. To learn more about unitQ, book a demo here.

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unitQ analysis: The state of mobile application product quality 2021-2022

Harnessing unitQ proprietary algorithms and artificial intelligence, unitQ analyzed the reviews for more than a year’s worth of data on roughly 4,400 of the world’s top mobile applications listed on the Google Play Store and Apple’s App Store.

Just like we do for our unitQ customers, we parsed this data to generate actionable insights into what users of those applications were saying about their applications. unitQ customers like Spotify, HelloFresh and Klarna harness this real-time feedback to take a measured, data-driven approach to their product quality efforts, fix issues faster, and leverage insights into roadmaps and product growth. 

Judging by what users are saying about the mobile applications that we analyzed, the state of product quality for 2021 is “fair” with lots of room for improvement. Overall, this equates to an average unitQ Score of 75. Read how a unitQ Score is calculated. For the first quarter of 2022, the average score dropped 8% to a unitQ Score of 69. We discuss the significance of this drop farther down in this report.

Defining unitQ Score

unitQ Score is an organization’s product quality metric based on user feedback data gathered automatically in more than 70 languages from the most popular customer channels — including app stores and social media, and may also incorporate internal support and chatbot applications. unitQ Score is a performance indicator that represents the current state of an organization’s product health. Detecting, investigating, prioritizing and fixing issues identified by users increases unitQ Score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

unitQ Score is the modern, and more accurate way of analyzing customer satisfaction over NPS scoring. Higher unitQ Scores equal better products, and more satisfied customers. 

Interpreting a unitQ Score

95-100 Epic: Best in class product quality. 
85-95 Good: Strong product quality, room for improvement. 
70-85 Fair: Satisfactory product quality, lots of room for improvement.
0-70 Poor: Weak product quality, urgent improvement required.

In this report, you’ll find what we’ve learned about the state of product quality across different industries and quality trends from the most downloaded mobile apps from 2021 to present.

Top 25 mobile apps with highest product quality ranked by unitQ Score for 2021

*Rankings are based on apps with more than 500,000 reviews on the iOS and/or Android platforms in 2021.

unitQ Scores Based on Top Industries for 2021

For our analysis, we calculated the average unitQ Score of 75 based on what users were saying in the reviews sections on the iOS App Store and the Google Play Store.

Quality Issues From the Most Downloaded Apps of 2021

We ingested 121.52 million customer reviews over the period. Using the power of unitQ artificial intelligence, we detected more than 17.23 million “product quality issues.” These issues include app crashes, freezes, is slow, won’t install or launch, and you name it. This is discussed in more detail farther down this report. 

Percent of Product Quality Issues Across All User Feedback for 2021

The data shows that 13% of all user feedback contained product quality issues. Learn more about the lifecycle of product quality issues, which are user complaints about their friction with a product.

Average unitQ Score: Android Versus iOS for 2021

Of all the user feedback, the average unitQ Score for iOS was 61 based on reviews in the App Store. For Android, user feedback equated to an average unitQ Score of 78 based on reviews in the Google Play Store.

Product Quality Breakdown by Android Versus iOS for 2021

There were 3.18 million product quality issues on iOS and 14.04 million on Android. Because Android is a larger platform, roughly 82% of the product quality issues were detected on that platform.

Top Product Quality Issues unitQ Discovered for 2021

Product quality issues equate to bad user experiences. Detecting, investigating, prioritizing and fixing issues identified by users increases unitQ Score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

Top Quality IssuesVolume
1. Slow Performance744,376
2. App Force Closing579,328
3. Can’t Download or Install369,209
4. Fails to Launch361,835
5. Can’t Access App263,741
6. App Freezing256,505
7. Can’t Update230,354
8. Crashes After Update151,922
9. Can’t Play141,482
10. Bad Experience137,007
11. Cant Pass Level134,703
12. Too Many Ads118,885
13. Payment Required86,163
14. Technical Difficulties Error77,106

Top 5 Quality Issues by Industry for 2021

Many product quality issues are the same across a wide swath of industries. App crashes and latency and failure to load are complaints from users of virtually every application. However, some industries have unique product quality issues. For example, users of online dating apps complain that they have been wrongly blocked or suspended from the application. A complaint unique to music applications is that a song won’t play or the wrong song plays. When it comes to game applications, players voice concerns that they are not able to reach higher levels. Read on to understand the product quality issues of the top 10 industries we are monitoring.

Finance Quality Issues

  • App Fails to Launch
  • App Force Closing or Crashing
  • Can’t Transfer Funds
  • Cash Withdrawal Denied
  • Payment Failed or Rejected

Gaming Quality Issues

  • App Force Closing or Crashing
  • App Freezing
  • Can’t Pass Level
  • Stopped Working After Update
  • Too Many Ads

Music Quality Issues

  • Cutting Off or Music Stops Playing
  • App Force Closing or Crashing
  • Playlist Can’t Play or Load
  • Plays Another Song or Playlist
  • Search Not Working or No Results

Online Dating Quality Issues

  • Account Blocked or Suspended
  • Account Can’t Access
  • App Force Closing or Crashing
  • Can’t Download or Install
  • Slow Performance

Education Quality Issues

  • Account Can’t Access
  • Answers Missing
  • App Force Closing or Crashing
  • Can’t Download or Install 
  • Slow Performance

Social Networking Quality Issues

  • App Can’t Download or Install
  • App Force Closing or Crashing
  • Camera Not Working
  • Can’t Make Voice Call
  • Notification Not Delivered

Shopping & Retail Quality Issues

  • App Force Closing or Crashing
  • Delivery Date Keeps Changing
  • Delivery Not On Time
  • Sent to Wrong Address or Not Received
  • Slow Performance

Video Quality Issues

  • App Force Closing or Crashing
  • App Freezing
  • Can’t Download or Install
  • Not Playing On TV
  • Too Many Ads

Health & Fitness Quality Issues 

  • App Fails to Launch
  • App Force Closing or Crashing
  • App Freezing
  • Can’t Connect to Device
  • Steps Number Incorrect or Not Counted

Travel Quality Issues

  • App Fails to Launch
  • App Force Closing or Crashing
  • Can’t Download or Install
  • Trip Canceled for No Reason
  • Customer Support Unsatisfactory Behavior

Product Quality 2022 Findings

The unitQ Score average for the Q1 of 2022, as we noted earlier, was 69. This is compared to a 2021 average unitQ Score of 75. The difference between the two scores is due to a slight uptick in users complaining of product quality on a wide range of issues, including app crashes or freezes, too many ads, is slow, and fails to launch or install across iOS and Android devices. 

Note: Because our 2022 analysis only includes three months of data, we are not overly concerned at this moment that app quality across the board is on a path of decline. That said, when we perform our Q2 analysis, we will have a clearer picture of the path of app quality.

Conclusions

Organizations are throwing tremendous amounts of resources at building and maintaining their tech stacks. They maintain systems for auditing, for monitoring the security and the performance of applications, microsystems and infrastructure as a whole. However, there’s a goldmine of other data that organizations are not likely parsing in a holistic manner.

That data is the voice of the customer. It’s the best resource for identifying quality issues, bugs, and errors.

This data is the single source of truth of product quality. It’s live streaming every day in massive quantities — but it’s probably not streaming through an organization’s tech stack — unless they’re a unitQ customer.

unitQ is an AI-enabled platform that listens to signals from an organization’s user base. We’re arming organizations with real-time actionable insights to build a better customer experience both immediately and into the future to improve product, reduce churn, boost star ratings and build great experiences.

To learn more about our research findings or about unitQ, request a unitQ demo today.

Authors


Lance Miles is a unitQ data engineer


David Kravets is the senior content marketing manager for unitQ

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Industry

Connect with unitQ at Zendesk Relate on May 11

unitQ is delighted to be a sponsor of this year’s Zendesk Relate, online everywhere May 11, 2022. During networking times, attendees will have the chance to visit unitQ’s virtual booth, meet the team and see the platform in action (not to mention win big prizes)!

The unitQ team is eager to show Zendesk customers the unitQ Monitor, which analyzes just about every customer feedback channel — including Zendesk tickets, App Store reviews, social media, and more — in 70 languages to uncover issues with their products, in real time. Companies on Zendesk who integrate with unitQ Monitor have seen a 20% improvement in product quality during the first 30 days. The stellar results are due, in part, because companies can leverage unitQ’s two-way Zendesk tagging to address user feedback in bulk, by common quality issues.

What is Zendesk Relate

Zendesk Relate, a customer-experience focused event, brings together a global community of customers, prospects, partners and employees to connect, learn, and celebrate via a shared online experience. “A remarkable customer experience is an imperative and can be a company’s biggest differentiator,” says Alex Constantinople, Zendesk’s CMO.

How to Connect with unitQ at Zendesk Relate

  • unitQ’s Virtual Booth during Networking Times 7:30am-8:30am, and 9:15am-10:30am PDT on Wednesday, May 11. Meet the unitQ team and see our platform in action.

    BONUS: Enter to win unitQ and partner PagerDuty’s Prize Package Sweepstakes! Ever fantasize about owning your own movie theater? This is your chance to get a FREE portable entertainment HD projector plus a $200 Amazon gift card to build your film library. Qualifying is easy, simply register here for your chance to win!
  • Party with unitQ and friends! Right after Zendesk Relate, join our partner Ada, unitQ and other CX leaders in-person from 1:30pm-3:30pm PDT at SPIN SF. Rub elbows with the brands and leading experts who are changing the CX landscape and delivering best-in-class customer experiences. Enjoy complimentary drinks, food, and a chance to win fabulous prizes! RSVP HERE
  • Rather not wait until Zendesk Relate? Schedule time with our product specialists before the event here. With unitQ, you can dramatically improve product quality and increase app store ratings and customer sentiment. All the while, you’ll reduce the number of support tickets and decrease the time to fix issues near-and-dear to your customers.

unitQ + Zendesk is a Win-Win for Support, Product and Engineering Teams

unitQ’s AI-platform offers developers a single repository for global user feedback, and effectively eliminates data silos because it lives in the cloud — Product Quality Heaven! Support teams save time responding to tickets. Product teams get prioritization and real-time insights to inform their roadmap. Engineering teams receive actionable insights that reduce time to fix. 

Learn more about our Zendesk integration, and take a look at how unitQ customers are enhancing their businesses to greater success. Book a unitQ demo today.

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Recap: Squashing bugs, keeping players happy at the Game Developers Conference

The 2022 Game Developers Conference (GDC), the game industry’s premiere professional event, saw a robust return to in-person conferences in San Francisco. The conference was the largest in-person gathering the city has hosted in the wake of the pandemic. 

Some 12,000 game industry professionals gathered at the Moscone Convention Center from March 21-25, with an additional 5,000 joining on the virtual platform. There was plenty of excitement as the global game community reunited to get a peak at the latest technologies, software and services at GDC’s expo. The unitQ team was excited to have showcased unitQ to game studios. They were pumped that unitQ offers a centralized, searchable repository for user feedback from a wide range of sources, which enables teams to quickly fix issues identified by customers — making them happy customers and happy game players.

unitQ’s GDC experience kicked off March 10, when industry blog, Game Developer, interviewed our Co-Founder and CEO, Christian Wiklund. In that article, Christian illuminated how unitQ helps gaming studios improve the quality of their products, and announced our recent integrations with Helpshift and PagerDuty, which makes unitQ even more of a force to improve product quality. Already boasting impressive features that surface customer impacting issues from feedback, now unitQ can trigger PagerDuty incidents to alert the right stakeholders and help enrich those alerts with the right context teams need to prioritize and fix issues near and dear to their customers.

On the eve of GDC’s expo, unitQ hosted Happy Players Happy Hour at the stylish Peacekeeper venue in San Francisco. unitQ was joined by two partners as co-sponsors, Helpshift and Kustomer. Together, we hosted close to 100 attendees from brands like Electronic Arts, Tilting Point, NCSOFT and AWS. Helpshift marked the occasion by announcing their new initiative “Metashift by Helpshift” which will offer in-app support for metaverse experiences, and in turn will offer another important source of feedback data that unitQ will analyze to help companies make product improvements. 

It was sheer bliss to once again return to a venue — without wearing a mask — like Peacekeeper for some proper networking and cocktails. Cheers to the appropriately titled ‘Peacekeeper’ signature drink — a mix of Serrano Tequila, Ginger, Pineapple and Lime is a knockout. If you get a chance to visit the venue, make sure to try it! 

Key highlights of the evening happy hour were the brief presentations by all three partners, including the welcome greeting by our own CEO Christian, and an engaging introduction to unitQ given by Anthony Heckman, unitQ’s Head of Business Development, who was arguably rocking the evening’s best “casual, but ready for biz” look. (Check out Anthony in the photo below Go Trojans!) 

As if the food, drinks and content weren’t enough, attendees were gifted with complimentary swag, like our eco-friendly, recycled cotton unitQ tote bags, Helpshift’s silver thermal mugs and take-home boxes of decadent chocolates. MMMMMM chocolate!




All things METAVERSE was a significant topic throughout the GDC conference, and as a nod to that, four lucky attendees each won a free pair of Oculus VR headsets to cap off the evening. 

Next up on unitQ’s GDC itinerary was our booth at the Moscone Center expo.

unitQ’s bold, game-centric booth design was a standout in its category. Attendees were drawn to the colors and simple, easy to understand tagline. 

Color me biased, but our swag game, including branded tees and fly-swatters (because unitQ helps teams detect and squash 👾bugs of course) scored big points with attendees. No need to fret if you missed your chance to speak to our team, or grab some stickers, a bug squasher or a shirt. You can reach out and set up time to chat here.

We spent three days talking to hundreds of attendees representing every facet of the gaming sector. We hosted a solid number of demos for reps from small indie gaming studios to large, enterprise brands.

Whether you got a chance to visit us at GDC, the mobile-game industry is one of the most disruptive, iterative industries in tech. And it’s our goal to leave you with the message that support, product and dev teams no longer have to fly blind. unitQ is building a real-time solution for organizations to stay on top of product quality across all platforms, languages, and regions. We provide game brands with a platform to listen to signals from their user base, and we’re ready to arm you with actionable insights to build a better user experience both immediately and into the future.

Couldn’t attend GDC this year to see our demo? We got you covered. Book a personalized demo with our team.

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Network with unitQ, Helpshift and Kustomer at our GDC happy hour

Are you game for some happy hour networking during the Game Developers Conference in San Francisco?

unitQ, along with partner Helpshift and Kustomer, are hosting a VIP networking mixer — Happy Players Happy Hour — at GDC in San Francisco. 

The event is from 5:00-8:30pm PDT on March 22 at  Peacekeeper, 925 Bush Street, San Francisco. Space is limited so RSVP today.

Expect fun surprises while you savor legendary drinks and hors d’oeuvres compliments of the hosts in a chic, airy venue with a retractable roof.

And if free food and drinks aren’t enough, we’ve also got a rock-solid lineup of leaders who will discuss innovations in customer retention for everyone in product, support, engineering and the C-suite. You can network with them, learn about the future of support, get pumped for the Metaverse, and discover how brands are satisfying users, driving retention, and increasing revenue at scale. 

Talks are scheduled from Christian Wiklund, CEO of unitQ; Anthony Heckman, Head of Business Development at unitQ; Erik Ashby, Head of Product at Helpshift; and Kurt Schulte, Global Partner Manager at Kustomer.

Kustomer offers an awesome CRM platform for customer service. Helpshift delivers a leading, in-app, mobile-first customer service platform. unitQ is a consolidated, searchable platform for user feedback that extracts data-driven insights from what users are saying so organizations can increase product quality.

If great food, out-of-this-world drinks and actionable discourse from business insiders isn’t enough, you might want to attend for a chance to win one of several Oculus VR headsets that will be given away.

Game Developer Conference attendance is not required for this happy hour. Don’t forget it’s free, too, as in Free Beer. 

unitQ is also a sponsor of this year’s GDC, which runs from March 21-25 in San Francisco. We are excited to showcase the unitQ platform to more gaming brands to help them make their user experiences even better. unitQ is a game-changer when it comes to quantifying and acting on the voice of the player.

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Learn to boost player satisfaction with unitQ during the Game Developers Conference (GDC)

unitQ is thrilled to be a sponsor at this year’s Game Developers Conference (GDC) in San Francisco from March 21-25. We are excited to showcase the unitQ platform to more gaming brands to help them make their user experiences even better. unitQ is a game changer when it comes to quantifying and acting on the voice of the player.

In the highly competitive world of gaming, the user experience has got to be top notch to keep players happy and engaged. If there is a disparity around a game’s design and what players actually experience, that disparity is what unitQ calls a “quality issue.” The best resource for identifying quality issues, bugs and errors are the end-users’ actual feedback. 

However, studios face big hurdles with user feedback living on so many different channels. What’s more, developers can lose precious time gathering high volumes of customer feedback from disparate channels, or having to do manual analysis of support ticket tags for quantitative insights to review and improve the app experience.

With unitQ, it’s game over for those challenges.

User feedback is the secret sauce to uncover insights to elevate game quality

unitQ’s AI-platform offers developers a single repository for user feedback. This feedback is ingested from all kinds of public channels (like social media, reddit, app stores) and private channels (like Zendesk, Helpshift and Intercom). unitQ automatically buckets these customer voices into hundreds of granular categories, then alerts to issues and visualizes feedback trends over time. By embracing unitQ, companies acquire the knowledge on what issues need to be fixed immediately. At the same time, they can incorporate crucial user feedback into product roadmaps more systematically.

When and Where to Connect with unitQ at GDC

Party with unitQ and friends! From 5:00 – 8:30pm PDT on Tuesday March 22nd, join fellow leaders in CX, product and engineering at San Francisco’s Peacekeeper. The networking event is hosted by unitQ, Helpshift, and Kustomer — three brands innovating in CS, CX and product quality in the mobile world. Enjoy complimentary cocktails and hors d’oeuvres, and win fantastic prizes like the Oculus Quest 2 headset! RSVP HERE

Booth #P1833: Meet the unitQ team and see the platform in action. You can also meet a rep from our newly announced strategic partner, Helpshift, between 10am-6pm on Wednesday, March 23.

Rather not wait until GDC? Schedule a time with our product specialists before the event here. With unitQ, you can dramatically improve product quality and  increase app store ratings and customer sentiment. All the while, you’ll reduce the number of support tickets and decrease the time to fix issues near-and-dear to your customers.

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FinovateFall Recap

After a year of virtual conferences, remote work, and zoom happy hours, I was very excited about the return of in-person events. unitQ was honored to sponsor and attend FinovateFall 2021, one of the largest finance conferences in the industry. It was great to connect face to face with the fintech community, educate the importance of product quality, and showcase how we are helping category-leading companies drive growth and retention by identifying and fixing the right quality issues faster and smarter. 

If you were at the show, I hope you had the opportunity to watch some amazing live product demos from seed-stage startups to established leaders, attend thought leadership sessions, and network with fellow attendees and exhibitors. 

Look at all the amazing logos below – from sponsors to exhibitors to demo participants. It was a great turnout with 1,500+ attendees, 75+ demoers, and 130+ speakers.

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Team unitQ (Alix, Greg, and Chethan) was looking sharp at our amazing booth. Did they tell you why fintechs like Chime, DailyPay, and Truebill are using unitQ to boost their product quality and growth?

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One of the most exciting parts of FinovateFall is the live demo competition. Anthony Heckman, Head of Business Development, on the main stage seen below, presented our mission-critical product quality platform that empowers fintechs and banks to take a data-driven approach to product quality.

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We had an opportunity to participate in a thought leadership panel with 4 other fintech influencers discussing how new tech can help fintechs and banks drive digital transformation, boost product quality, and improve customer experience.

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Here were some cool swag we offered at the event. If you missed getting a unitQ mask or water bottle, reach out here

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Couldn’t attend FinovateFall this year to see our demo? We got you covered, book a personalized demo with our team here

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

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

Quality Issues from Most Downloaded Apps

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

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

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

Percent of Quality Issues Across All User Feedback Data

16% of user feedback contained Quality Issues 

unitQ Score Industry Averages

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

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

Average unitQ Score Breakdown – Top Industries

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

Quality Issue Trends Across Top Industries

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

The Top 4 Trending Quality Issues Based on User Feedback Data

Quality Issues from trending categories across industries

A. Installation Quality Issues (39%)

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

B. Application Quality Issues (24%)

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

C. Account Quality Issues (19%)

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

D. Billing Quality Issues (18%)

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

Drive Product Quality with unitQ

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

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

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The First Metric to Measure Your Product’s Health

Product quality is the heart of every company. Yet it has been an ambiguous characteristic to measure for many product and engineering teams. unitQs’ founders understood first hand how product quality can make or break a company from their successful nine year tenure at a mobile social network company, Skout. In their efforts to quantify product quality, they created the world’s first quality metric, the unitQ Score. The proprietary metric is a key performance indicator that represents the current state of a product’s health. It’s designed to equip businesses to take a data driven approach to their product quality efforts, act fast on user issues before they become widespread, and leverage indisputable data to pave fruitful avenues towards their product’s growth.

Technology Behind the unitQ Score and its Core Focus on Product Health

The unitQ Score is built from cutting edge NLP techniques and AI models that are constantly monitoring a wide-range of online feedback sources. One of its core capabilities include the ability to assimilate data that’s interspersed across channels, regions, and languages. Unlike any other metrics like star ratings or classifications, the unitQ Score is derived from data that meticulously focuses on reported online feedback related to product quality. It’s then able to provide prompt and imminent signals that businesses can utilize to drive quick action in triaging user issues and validating key product related decisions.

unitQ Score vs. Star Rating

Star classification is one way to capture a weighted average of how respondents rank businesses, typically from a one to five star scale, but it can take weeks for this rating system to aggregate feedback without prioritization of different reports. There’s also room for misunderstood information, mistranslations, skewed data, and misinterpretation of the ratings. Moreover, gamification aspects can come into play. They can be an amalgam of influences and incentives ranging from popularity, news and media, gift card or financial rewards. At times, there might not be any tangible rhyme or reason why a star rating has gone up or down. Consequently, businesses don’t get a concrete assessment or valuable signals that pertains to their product’s health. 

The unitQ Score equips businesses with the biggest lens on all their user feedback across popular channels and 100+ languages. Teams can expect a single source of truth and actionable signals that’s directly correlated with product quality to quickly resolve user issues and foster product growth. Below are two demonstrations using current examples of how the unitQ Score can provide the most precise findings on a product’s health.

  1. We looked at an app that recently had a total of 1,783 reviews with a 4.5 average star rating in the iOS store. Although the overall rating was close to 5 stars (the highest score), which universally would indicate that a brand and product are doing great, there might be missed opportunities and signals to drive product growth without the unitQ Score Model. In the graph below, you’ll see that our AI performed an analysis on the 1,783 iOS reviews. Our NLP techniques are able to pick up on the context of languages and the general sentiment of every review with precision. Simultaneously, our machine learning models can filter out the noise and only focus on feedback related to product quality. As it analyzed each of those 1,783 reviews, the unitQ Score model found 51.5% of those reviews had actionable product quality issue signals (even with the higher star reviews), 21.4% had poor company sentiment, and 27.2% had no actionable description. A comprehensive report like this can help businesses fully capture and understand everything their users are saying about their product quality then leverage those insights to unlock their product’s fullest potential.
  1. Our team also examined recent data comparing the star rating and unitQ Score by looking at a free app in the Google Play Store. Earlier this quarter, Company A was tracking a low 2 star rating, while their unitQ Score ranked a high 97. Looking at their reviews on the Google Play Store would reveal their 2 star rating was influenced by an influx of recent feedback based on the company’s recent actions. While those reviews were relevant feedback, it didn’t represent anything about the product’s current health. The unitQ Score Model looked across all of the app’s recent product related feedback and determined everything was in very good standing when it came to its product quality.


Customer Taking Quick Action with unitQ Score

Recently, one of our customers had a severe drop in their unitQ Score. Our machine learning models were able to quickly pick up a spike in user data and feedback that helped them indicate an outage with their product. From there, their product and engineer teams were able to take swift action and fix the issue at hand. 

In the graph below, you’ll also see a comparison between the unitQ Score and a star rating during the outage. As it was occurring, the star rating remained unchanged. Meanwhile, the unitQ Score provided an actionable signal early in the outage. 

How to Check Your unitQ Score

Product quality matters more than ever. And now there’s an effective way to measure it. We encourage businesses to use the unitQ score to help drill down on your product’s health. We offer unitQ scorecards and update them monthly so you can benchmark your product quality efforts over time. Check your unitQ Score today to see how you compare to others within your industry.