Chances are good that your company operates online, which means your customers can live anywhere and can speak many languages. And chances are also good that your team doesn’t speak every language your customers do. So how would you know if someone who speaks a language you don’t understand has a problem with your product?
Translations require a lot of time, money, and effort to do correctly. And even then, you may not cover all the languages your customers speak. You would need to pay either a company that specializes in translations, or else use a third party tool to do the job.
The good news is that with unitQ Monitor, we do all the translating for you! unitQ Monitor translates every piece of your product’s feedback into English. To understand why this is important, let’s revisit an incident that planted the seed for unitQ itself.
Fix Bugs Faster, Save Money, Improve Customer Goodwill, Reduce Churn
The founders of unitQ previously started another company called Skout. Skout is a mobile social media service with users around the world. One time they had a login bug that was visible only to its Polish users. No one on their team understood Polish, and no one was aware that there even was an issue. The company estimates that it lost hundreds of thousands of dollars in revenue because they didn’t act on that bug for months. Had they been using a service like unitQ, they would have known right away that their Polish users couldn’t log in, and they could’ve fixed the bug quickly, saving the company a lot of money, not to mention improving customer goodwill while reducing user churn.
When you look at your unitQ Monitor, all your customer feedback is already translated into English, which can help you fix issues that affect customers in non-English speaking locales. However, you can also see the original report in its native language.
Once translated, it’s much easier to structure and categorize your feedback. Then unitQ analyzes the content of each piece of feedback, detecting trends and patterns based on the words used, possibly surfacing issues before you even are aware of them. From here, the feedback can be shared with engineering, enabling you to make data-driven decisions on which problems need fixing, and in what order.
The not so lonely journey of a product issue through unitQ Monitor
Did you ever wonder how a quality issue becomes a quality issue?
Let’s start by defining a quality issue. A quality issue is any user friction with your product, where your product doesn’t work the way the user expects it to work. This includes software bugs obviously, but quality issues are more than that. Quality issues are also anything to do with the overall user experience. Quality issues are not matters of taste, like feedback about the site’s look and feel; nor are they issues like forgotten passwords.
Now let’s talk about the journey a quality issue takes through unitQ Monitor
Every quality issue follows the same pipeline before you see it in your unitQ Monitor. Quality issues can come from many sources: your customer ticketing system like Zendesk, app store reviews, and social media. unitQ Monitor tracks all this data for you. The first thing it does is clean the data. During this phase, we trash around 10 to 20% of data during cleaning to avoid introducing unwanted noise into the Quality Monitors, such as duplicate reports, spam, email headers, long response threads and other irrelevant data. unitQ Monitor tags this feedback as trash but does not delete it.
Next, unitQ Monitor cleans, normalizes and translates the remaining data
Cleaning involves removing all personally identifiable information, like names, addresses, email addresses, and so forth.
Normalizing involves applying structure to the data, like geographic data and user sentiment. User sentiment can be positive, neutral, or negative. Quality issues tend to fall into negative or neutral sentiment.
Then it translates content into English. Sometimes, product issues can slip through the cracks if you aren’t able to translate customer feedback into a language that you understand.
Now the machine learning kicks in, determining which of the remaining issues are actual quality issues
Most issues are not quality issues, rather they are feature requests, compliments or props, and password resets and other expected use cases. unitQ staff constantly reevaluates and retrains the ML model so it is always growing in accuracy.
The quality issues get assigned to one of hundreds of Quality Monitors, which are collections of quality issues that are all related to the same product defect.
At this point, these quality issues are now visible in your unitQ Monitor. Their presence can trigger alerts you’ve already set up; these alerts can notify your team through PagerDuty and Slack. You can also open tickets in Jira so your engineers can track and fix the issues.
Quality issues serve as canaries in the coalmine to make you aware of problems before they get too big, providing a way for you to make data-driven decisions so you can more accurately prioritize the issues you need to fix first, and fast. By acting quickly, your product quality should quickly improve, as should your unitQ Score.
To learn how unitQ is helping category-leading companies like Chime and Strava detect and fix urgent issues faster and incorporate crucial user feedback into their product decisions, request a demo today.
Product quality is essential whether you’re part of a global enterprise or a growing startup. The most important business metrics – user retention, brand equity, engagement, and revenue – are all driven by the quality of your products and the experiences you deliver for your users.
unitQ’s leading product quality monitoring platform empowers you to take a data-driven approach to product quality. Its AI analyzes user feedback across all your private and public channels in over 100 languages. It removes the noise and provides actionable insights so you can fix the right Quality Issues faster.
Boost product quality by 20% in just 30 days
Replace anecdotal behaviors with actionable signals
Cut time to fix in half
Save time, resources, and manual processes
Allow your teams to drive efficiency, foster alignment, and solve high-impact issues
See how unitQ Monitor can make a big impact for your teams and why category-leading companies like Chime, Pandora, NerdWallet, Strava, Quizlet, AppLovin rely on it every day.
Want to See More?
Schedule a free demo with a unitQ product expert who can share more about our product offerings and answer any questions.
unitQ strives to make every customer’s experience with unitQ Monitor as productive and efficient as possible. We’re excited to share some product highlights that will further support teams to take the best data-driven approach to product quality!
Teams can utilize:
Hourly unitQ Scores
Trending Quality Monitors
New Integration Sources
Hourly unitQ Scores
The unitQ Score is an operational metric that measures the current state of a product’s health. It serves as a leading indicator for many KPIs such as revenue, retention, support ticket volume, sentiment, star ratings, and NPS scores. This is why we’ve made hourly unitQ Scores the heart of our platform. Teams can easily track what’s impacting their product right now and act on issues before they become widespread. By seeing how their score tracks on an hourly basis, teams like User Support, Product Ops, Engineering, Leadership can be proactive with user issues, gauge product quality efforts over time, save time and resources, and benchmark how they’re comparing to top competitors.
Trending Quality Monitors
With the new Trending Quality Monitors, teams will get granular data on all their user feedback. The detailed data will guide them in understanding what’s specifically impacting their users right now. They won’t have to base decisions on anecdotes but instead, rely on timely and factual data that will help them achieve strong priority alignment and resource allocation. In turn, teams can stay on top of high-impact issues and attain faster Time to Fix. As a result, businesses will see a direct correlation in key metric improvements such as higher user satisfaction, elevated margins, and better conversion cycles.
New Integration Feedback Sources
unitQ Monitor scans feedback from a wide-range of user feedback channels and we integrate with popular productivity tools teams use every day. We’re now integrated with additional sources so teams can seamlessly connect to existing workflows.
For existing unitQ customers, you now have access to all of these product enhancements. If you want to learn more about how these work, our team is available to answer any questions and walk you through the features. Not a customer yet and want to see how it all works? Connect with our team to learn more.
Product quality is an essential component of success for every business. The most effective way to drive product quality and business growth is to listen and act on user feedback. Users are constantly reviewing your product and have the most valuable feedback when it comes to its quality. Their insights hold a lot of weight because they’re seeing the best and worst of your product. They use the product regularly so they’re most in tune with what’s working, what’s not working, and what can be improved across various devices. More often than not, they share feedback across multiple channels like social platforms, review sites, or directly to an organization’s user support channels. When businesses take this data into account and apply it to their product quality efforts, they’re earning user loyalty and driving retention. If product quality efforts are neglected, businesses are essentially inviting increased churn and the organization will ultimately feel the impact. While it’s critical to leverage user feedback across multiple channels, businesses are faced with the difficult process of both combing through large volumes of user feedback and correctly identifying the quality issues that will have the greatest impact on their product.
User Feedback Data Challenges
Nothing comes easy, and that’s especially true with taking a data-driven approach to product quality. First, businesses have to contend with the volume of noise. As user feedback data accumulates across channels, regions, languages, devices, and software variations/versions, noise increases. The process of manually reviewing feedback from every channel is not only overwhelming but ineffective. And even with a streamlined approach, teams are confronted with another challenge. It’s exceedingly more challenging to identify and work on mission-critical quality issues. There’s a lot that goes into the process after you’ve collected the feedback. For starters, there’s the context of each piece of feedback, various articulations, and sentiment. There’s also a language component to consider when evaluating feedback outside a reviewer’s primary language. If any aspect is neglected, teams are left with a scattered approach that has minimal influence on the product and growth metrics. In addition, they miss key elements such as true impact, scope, and causes of product issues. Teams need quantitative data so they can effectively understand, prioritize, and act on the right user issues at the right time.
Identifying and Analyzing Quality Issues Data Challenges
unitQ Monitor analyzes user feedback across channels and languages using machine learning. As it’s processing user feedback, the platform reduces user feedback noise while determining the sentiment and root cause behind product quality issues. It’s then able to quantify KPI impact of Quality Issues identified. Diving a little deeper into Quality Issues, our models are able to identify reports of disconnect between user expectations and what the product actually delivered. unitQ Monitor can parse out complaints and opinions from quantifiable product quality issues.
Quality Issue Examples
Let’s look at an example:
I cannot log in.
I cannot log in because I forgot my password.
Feedback A indicates that a user cannot log into the product. The user expected to be able to log in and cannot due to a potential product issue. Feedback B shows user feedback that is based on user error. The user forgot their password and cannot log in for a reason unrelated to the product’s quality.
Here’s another example:
My account was randomly suspended.
I removed my account by pressing the wrong button.
Feedback A shows a user was surprised when their account was unexpectedly suspended, this could be due to a product bug or glitch. Feedback B shows no indication that there’s an error with a product but rather implies that the user would like their account removed.
Act on Quality Issues to Improve Core KPIs
The best companies in the world trust unitQ for timely, detailed data that allows teams to understand and fix Quality Issues that are impacting their product right now. With faster identification and resolution, companies will not only drive improvements in their unitQ Score, but KPIs that are directly tied to that score like retention, engagement, and revenue.
Do you want to know what Quality Issues your company should focus on today? Test drive unitQ Monitor now.
Product quality, especially in technology, hasn’t always been a priority. For decades, many tech offerings were the only game in town, so developers overlooked quality because users had limited alternatives. But, with an explosion of new choices, quality became everything. Now, years later, successful leaders understand delivering a great user experience requires a quality-first strategy. They know their teams must be aligned around quality because it drives usage and adoption, and helps products stand out from the lower quality competition. Of course, being quality-driven also means being data-driven, having the tools to work smarter and faster based on what that data says, and getting ahead of quality issues before they become widespread.
Put Quality at Your Core with unitQ Monitor
Today, leadership teams are focused on growth in users, profits, revenue, market share, and more- and they understand that all revolves around product quality. That’s why they’ve leveraged unitQ Monitor. The mission-critical product quality platform empowers their entire organization to take a data-driven approach to product quality. With a solution that’s able to bring focus and intelligence to a product’s health, they’ve been able to drive growth and execute on top business goals. Here’s how:
Leadership teams have been able to efficiently align their entire organization (Product Ops, Engineering, Customer Experience, Product) around quality. unitQ Monitor builds a common language around product quality to ensure their teams are fixing the right things at the right times.
They’re constantly informed on what’s impacting their product right now. It allows decision-makers to deploy the right resources on products and quality issues that matter most to their business and users.
The timely insights equip their cross-functional teams to prioritize, align, and act fast on mission-critical quality issues before they become critical. This also ensures they’re not working off anecdotes and data silos.
Utilizing unitQ Monitor’s automated workflow, they’re saving budget and time by reducing bandwidth and additional tools to manually find, collate, and aggregate user feedback data across multiple channels and languages.
With a single, connected platform for external user feedback data and internal quality, support, and development tools, it brings efficiency and standardization needed by their teams.
With unitQ’s powerful impact analysis reporting, they’re able to gain actionable insights to help guide them on which quality issues to fix next. The data allows them to see which quality issues have the most impact on the KPIs that matter most for their organization.
And, all of those efforts work together to keep users happy, which reduces churn and keeps them from migrating to competitors.
Stay Ahead of Competitors with the unitQ Score
The unitQ Score is based on the same user feedback data and machine learning intelligence used in unitQ Monitor, but normalized to allow for easy comparison between a company’s product and those of their competitors. It lets leadership teams accurately compare their app quality and health against the highest quality apps in their space or other relevant industries. It also filters out the noise of non-quality comments and feedback to provide a more accurate representation of product quality than many other rating methods.
For executives, the unitQ Score provides a relative and reliable comparison to track and guide teams as they execute on product quality initiatives and work towards surpassing quality goals. It’s also an unbiased indicator of overall quality issues experienced by their users as compared with other brands, so they can use it to set goals, identify competitive strengths and weaknesses, and more. Leadership teams have seen a boost with their product quality by 20% in 30 days when utilizing the score.
unitQ Customers Know the Value
LOVOO, a European dating app, used unitQ Monitor and their unitQ Score to improve App Store ratings by 28% and reduce support tickets by 40%. That kept users coming back with increased sessions and session lengths. With unitQ, leadership teams also saw an increase in team efficiency and found their product teams were able to focus on product improvements that matter to their business.
Styleseat, an online booking and payment platform, doubled user retention and cut churn in half by using unitQ Monitor to automate, add intelligence to, and streamline their product quality and product ops processes. Now, instead of managing multiple tools across support, QA, and product operations, they have a single source of quality truth. It’s enabled them to focus on resolving issues rather than troubleshooting and searching.
Product Quality is Critical to Company Growth
When users are delighted with a high-quality product, they keep coming back for more and stop looking for alternatives. This accelerates sales cycles, increases profits, and makes for a more valuable company. A study found companies that focus on product-driven growth over sales-driven growth have above-average growth and gross margins, and are valued 29% higher. Those are all metrics every executive would be happy to improve.
Having the tools to quickly, efficiently, and effectively build products of high quality are critical to reaching corporate goals, no matter if you’re running a small team at a startup or a huge product and development team at a global enterprise. Learn more about unitQ Monitor and unitQ Score. You’ll see how unitQ helps your teams align around product quality, get fast and accurate insights on product health, and can elevate your user experience to fuel growth.
Over 12 million active users use Slack and spend an average of 9 hours connected to their service per day. There’s no doubt Slack has transformed the way businesses stay productive by bringing communication and collaboration into one place. Likewise, we at unitQ have transformed the way teams stay productive by empowering businesses to take a data driven approach with their product quality and understand user feedback in one centralized place.
Imagine having the visibility to see detailed insights on product quality, sentiment, star ratings, and feedback from your valued users all within your existing workflows, with the added value of not leaving the platform you use everyday.
The unitQ + Slack integration gives your team the ability to be instantly notified in Slack when new user feedback data arrives, when existing quality issues start to trend, and when new bugs are detected. You can further define categories or filter reviews based on any criteria, enabling you to send specific user feedback to specific Slack channels or cross-functional internal teams.
Send User Reviews to Slack
unitQ can automatically send user reviews from different feedback sources (App Store, Social, Support) to Slack, making it seamless to see what users are saying about your product in real-time. You can also define your own saved searches or filter reviews based on any property you choose.
Track Quality in a Timely Way
unitQ can detect, categorize, and track quality issues in your user feedback data and send them to specific teams in your organization. Instantly align your teams on what needs to be fixed and act on the issues before they become widespread.
Monitor Quality Trends
unitQ can send alerts and notifications of new and trending quality issues reported in any language, region, device, version, or platform.
Stay Connected with Your Team
For existing unitQ customers, setting up our Slack integration is as easy as adding the unitQ Slack app to your Slack team. Visit our help center to view the documentation. If you’re not a customer, connect with our Sales Team if you’d like to keep your team aligned and connected with our unitQ + Slack integration.
To enhance your team’s ability to be proactive and stay aware of emerging user issues or trends, unitQ Monitor allows you to set up Alerts on All Feedback. Creating new Alerts will help your teams get notified as soon as users are providing their feedback through various sources. We’re also able to integrate with Slack and PagerDuty so all your teams can stay informed on what’s trending and what needs to be fixed in real-time.
Alerts for Quality Monitors are automatically created by unitQ platform but you can customize these Alerts and create new ones based on All Feedback or Saved Searches at any time. They can really come in handy for different scenarios where you’ll want to be as proactive as possible in potential cases like:
New product release and issues arise
Certain features no longer work
New bugs arise
Old bugs reoccur
Updated functionalities are not working
Customize Alerts for Different Scenarios
Imagine your feedback volume is exploding, but you can’t pinpoint what’s exactly wrong based on how your users articulate their experience. Your alerts based on specific trends may not be the best to rely on for this scenario. Some users may say “the app is freezing”, while others may say “they can’t use a specific feature.” You may not realize that there is actually a rolling outage or that something may have been affected by the last release.
By creating an Alert that aggregates All Feedback with negative sentiment across all channels, your team will be immediately alerted when there’s a spike in negative user experience. As soon as you get alerted, you can take proactive steps to uncover potential negative trends or issues and in turn communicate with your users more effectively.
Set Alert Conditions Based on Volume
We allow you to set alerts either based on Volume or Percentage change. For example, a Threshold alert will allow you to know if the volume of feedback hits a certain number in the last day or even the last hour. With a Change alert, you can watch for the average changed over time. Think of outages- if the average for the hour goes up 150%, you may want to start looking at what’s going on. You can choose where alerts go, to make sure the right teams are notified immediately over Slack or PagerDuty.
Create Alerts for Any Trend
You can create an Alert for specific trends by creating Alerts for a Saved Search. You can also create an alert either using a threshold or percentage change. For example, if you just released a new feature and would like to monitor positive or negative sentiment, then create a specific search using the Query Generator, the correct logic, and set the appropriate alerts. You can even use our Alerts Filters to dig a little deeper. You can send Android issues to the correct developer team, and iOS issues to the other.
Product quality is a characteristic that’s difficult to ascertain, but which your customers instantly notice, especially when it’s bad. What’s worse, the differing perspectives of external users and internal teams makes it difficult to pin down which quality issues have the most impact on your business. And, to the frustration of product, support, and quality teams everywhere, product quality has been an elusive metric to quantify. Until now.
We’re excited to introduce the unitQ Score as the world’s first product quality metric based on user feedback and data gathered from the most popular customer channels and across more than 100 languages. This proprietary quality metric enables teams across the product lifecycle, from quality and support to product and engineering, to accurately and continuously measure, monitor, and improve product quality and compare your efforts against top competitors.
The Importance of Product Quality
Your customers have many options, which makes product quality an important differentiator. But when users are faced with a poor quality app or experience, their decision to move on is decisive and usually irreversible. In other words, when an unsatisfied customer leaves, you’ll likely never get them back. And, when they’re vocal about their experiences, it can have a negative influence on the choices new customers make, especially in a world flush with five-star rankings and a constant stream of social media opinions.
Poor overall product quality, and the resulting bad experiences, have many negative consequences for your business. Frustrated customers are less likely to engage and eventually churn, taking their revenue, clicks, and impressions along with them. Even compartmentalized product quality issues can impact your growth if it adds friction as users create accounts, log in, attempt to purchase products and upgrade services, or just try to use your app for its intended purpose. And, as you’re struggling to uncover and determine the scope of individual issues, more customers are turning to your competitors.
Monitoring product quality and user feedback is the only way to ensure your products consistently outperform your customers’ expectations.
How unitQ Score Enhances Your Quality Efforts
We’ve worked with hundreds of product quality and development professionals to both understand their quality improvement processes and incorporate unitQ into their quality improvement efforts. Those experiences have shown that, when companies can identify issues in real-time and analyze feedback from all sources, devices, and languages, it leads to better, faster, and more efficient prioritization of fixes and feature improvements. The key is in gathering, categorizing, and utilizing actionable insights derived from comprehensive customer data, not just anecdotes or limited snapshots of customer feedback.
Our platform makes it easy to put public user feedback to work, quantitatively and without bias, to find and remedy product quality issues. It pulls data from across the most popular consumer channels, like reviews from App Store and Google Play Store, and social media, like Reddit, Twitter, and other channels. That data can then be analyzed to surface, investigate, and prioritize quality improvement efforts, and integrated with your existing quality, support, and development tools to accelerate fixes.
Your unitQ Score enhances your quality efforts further by using proprietary machine learning models to filter out the noise and focus only on feedback related to product quality and bugs, and then determine the sentiment behind that feedback. The resulting 0-to-100 unitQ Score weighs the positive and negative quality reviews users are making about your brand, then lets you compare your product quality to that of every other brand we track.
Benchmarking Against the World’s Highest-Quality Apps
Your unitQ Score lets you easily compare your product quality to that of your competitors and others within and outside of your space. In January 2021, we launched our first monthly scorecard of the best quality apps (and correlating brands!) in the categories of online dating, finance, health, and music. The scorecard will continue to grow to include additional verticals and list the highest-quality apps overall. This month, those “Top Apps” include TikTok, Shop, AmongUs!, Google, and WhatsApp.
A unitQ Score of 90 or above represents epic, best-in-class product quality. A score between 80 and 90 shows companies are employing good quality efforts, but need further optimization to reach epic levels. A score between 70 and 80 reflects fair or reactive quality efforts, with much room for improvement. And, those with a unitQ Score below 70 have weak product quality and users are being vocal about their poor experiences.
We update the scores monthly so you can track the impact of your product quality efforts over time. Check back for the latest scores here.
As your business or app grows, so does the amount of user feedback you receive. When product quality issues crop up, the volume of incoming feedback reflects both your success and the impact on users. It then falls to the support or user experience team to manage, triage, research, and gauge the impact of each individual issue. This becomes more difficult as your apps span versions, platforms, languages, and more.
We’re pleased to announce that unitQ Monitor now offers custom tagging capability that makes it easier to track, categorize, and monitor product quality issues. These tags are two-way synchronized to further ease tracking as you work across unitQ Monitor and Zendesk.
What are unitQ Tags?
unitQ tags let you add custom tags to label and categorize user feedback that matches a saved search or quality monitor within unitQ Monitor. You can easily create new tags to match your internal terminology, add tags in bulk to existing user feedback, and add tags automatically to new, incoming feedback that matches a particular saved search or quality monitor. Your teams can then use tags to easily filter user feedback based on product lines, internal responsibilities, regions, technologies, stack implications, and more.
It’s also faster and easier to drill down into specific quality issues, or report on trends and progress, using tags: just search for the appropriate tags. For Zendesk customers, tags applied in unitQ Monitor are also synced to Zendesk to allow tag filtering from either solution. You can even create targeted bulk replies from Zendesk using tags, or create tags to track unitQ sentiment from within Zendesk.
With unitQ’s Custom Tags, You Can:
Follow quality trends, track issue status, and collaborate on fixes with custom tags that match your internal terminology.
Easily monitor, find, and categorize specific quality issues even as they reach across products, versions, and platforms.
Stay organized, maintain focus, and keep quality, product, and engineering teams in the loop on quality issues and feedback trends.
Maintain persistent tags to ease tracking as you move from unitQ Monitor to Zendesk.
Speed searches, ease research, and even target broadcast Zendesk replies related to specific quality issues or user feedback criteria.
To Get Started
For existing unitQ Monitor customers, you now have access to this new feature. Visit our help center to view the documentation. If you’re not a customer, connect with our Sales Team if you are interested to see this feature.