Much has been written about the three Ps of business — people, process and product — as they amount to a fundamental foundation for every company. While data is critical for improvement and to enable leaders to make informed decisions for the betterment of the business, measuring the three Ps with quantitative data has historically been a challenge.
With new tools embracing artificial intelligence and automation, it is now possible to progress from a qualitative view of the three Ps and transform them into quantitative, measurable areas. This allows business leaders to evaluate a brand’s quality, or even a customer experience agent’s performance, by taking a data-driven approach.
Read on as we explore some of the measurable data available for the three Ps, and how organizations might exploit that data.
Continue reading this post on the MaestroQA blog, where it originally appeared.
Larrita Browning is Head of Marketing at MaestroQA.
We are excited to be sponsoring Ada interact this year, a one-day conference designed for CX leaders to share ideas and tools to improve the customer experience. At 10am PDT / 1pm EDT on September 14, I will be delivering a virtual talk on how CX leaders can better measure the customer experience to reduce churn, increase market share, and maximize revenue streams.
Why NPS is not enough
The reality is that NPS may be useful in understanding customer loyalty and growth at a high level. In my 15-minute talk — “When NPS isn’t enough: how to fully measure customer experience” — I’ll address how successful organizations are gaining actionable insights from real-time customer feedback, and how they are responding accordingly.
Real-time customer feedback should be a critical piece of your business strategy, especially regarding your product. That’s because every day your customers are telling you what you need to know to delight them. They are sharing valuable feedback in multiple channels, in app store reviews, on Reddit, Twitter, Discord, and in support tickets.
Surfacing actionable insights from customer feedback to drive product quality used to be challenging. But it doesn’t have to be anymore.
Pair NPS with unitQ Score
Tune in to discover how unitQ solves this challenge by offering organizations a 360-degree view of all customer feedback in one place, in real time. Our machine learning and advanced algorithms combine all feedback data into a central repository so organizations can effortlessly uncover feature requests, bugs, track how users are reacting to product updates, and more.
As part of our DNA, we developed the unitQ Score, a reflection of an organization’s product health and customer sentiment based exclusively on real-time user feedback.
We are passionate about helping organizations build exceptional products and experiences based on customer feedback insights. Pairing NPS with the unitQ Score will have a transformational effect on your organization’s success.
Organizations of all sizes are likely to see a spike in product quality issues in their applications if the debut of iOS 16 in the coming days is anything like what happened when Apple released iOS 15 a year ago. In every industry unitQ examined — from business and productivity, to dating and social networking — complaints from mobile app users that the updates broke core features increased dramatically, according to a unitQ analysis of App Store reviews on more than 4,400 iOS apps.
Missing notifications in dating apps spiked 114% from the month before to the month after iOS 15 was released on September 20, 2021. For the same time period, upload issues in the photo-video industry jumped 132%; the mobile gaming sector saw a 300% increase in user complaints that their hero “died for no reason;” meanwhile, concerns from users of finance apps that their “data disappeared” jumped 150%. The list goes on.
In the chart below, the percentage increase is shown for major product quality issues that users complained about in Apple App Store reviews from the month before to the month after the release of iOS 15, by selected category:
These destructive quality-of-life or customer-churning issues highlighted above occurred despite the release of public and developer betas ahead of the iOS 15 software update — and new betas are now being tested by developers and the public before the release of iOS 16.
All of which means the rollout of iOS 16 will likely cause headaches for end users and, by default, developers — despite their best intentions. But how long developers and their organizations allow product quality issues to linger in their apps is another story — a story whose ending depends on how and if organizations listen to what their end users are saying about them.
Understand what your end users are saying
Organizations are throwing tremendous amounts of resources at building and maintaining their tech stacks. There are systems for auditing, for monitoring security and the performance of applications, and for microsystems and infrastructure as a whole.
CIOs and other company executives are providing these and a myriad of other tools to support their organizations’ continued success. However, there’s a goldmine of other data containing a wealth of actionable insights.
That data is the “Voice of the Customer.” This data is the single source of truth of product quality, complete with actionable insights with precise information about what users are saying about your product’s performance, features and capabilities.
From reviews in the App Store or on Google Play, customer support tickets in Zendesk, incident response tickets in Jira, to social media and discussions on Discord, Reddit and Twitter — it’s possible to paint a clear picture of what features your customers enjoy, what they find hard to use or broken, and what bugs should be prioritized.
Detecting, investigating, prioritizing and fixing issues identified by users bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams.
Parse user feedback data manually at your own risk
We all know that running a successful business relies on keeping customers happy. One way to keep them happy is to fix product quality issues that they identify. But many companies manually process customer reviews left on app stores, social media, Reddit, Twitter, Discord and you name it. The manual process to parse user feedback, sentiment, and product-related issues leaves the door open for much error, doesn’t account for languages, and takes way too long.
And that’s a problem, especially when we all know that a brand new iPhone software version number update is going to cause havoc. To prevent a downturn in app store ratings, for example, why not discover these issues immediately, instead of in weeks or months?
How much of an effect do app store ratings have on your business? A lot more than you may think. In fact, half of users polled won’t do business with a company unless it has at least a four-star rating, and nearly three quarters of users won’t buy a product before they’ve read the reviews.
When users’ experience with your app doesn’t meet their expectations, they tend to let you know right away, by filing more tickets for your support team and submitting lower app ratings and negative reviews — all of which damage your brand. When support tickets and negative reviews pile up and your app store ratings drop, your reputation suffers. New users are less likely to try your product, your existing users become less engaged, and churn results.
In today’s crowded app landscape, quality is more than just something that’s nice to have. It’s a true market differentiator that can help you scale efficiently and beat your competition.
Embrace unitQ data intelligence
unitQ Monitor provides organizations with the real-time insights and actionable intelligence necessary to identify and fix those product quality issues that are the top concerns for your users.
unitQ captures user feedback in more than 70 languages from dozens of sources — including the Apple App Store, Discord, Google Play Store, Reddit, Twitter, Facebook, Instagram, and Youtube, among others. unitQ also integrates with productivity tools such as Slack, PagerDuty, Zendesk and Jira.
With machine learning and AI, user feedback is bucketed into discernable product quality issues. unitQ customers like Spotify, Klarna, HelloFresh and Udemy harness this data to visualize how existing and new product features are impacting their users across regions, app versions, and operating systems — in real time. unitQ algorithms enable organizations to harness this real-time user feedback to take a measured, data-driven approach to their product quality efforts, fix issues faster, and leverage insights into roadmaps and product growth.
About the data for this study
For the purposes of this study, our charts are based on the ingestion of tens of thousands of iOS App Store reviews from more than 4,400 apps for the time period of one month before to one month after Apple’s release of iOS 15 on September 20, 2021.
Overall, as illustrated in the chart below, social networking apps saw the biggest increase in users reporting product quality issues after Apple updated to iOS 15 last year. Following social media was the photo-video sector, gaming and so on.
The chart below shows the percentage increase in product quality issues from the month before to the month after the release of iOS 15, by selected industry:
While finance, travel and health and fitness apps did not see an overall increase in product quality issues identified by App Store reviews, they nevertheless succumbed to a steep increase in quality-of-life bugs, according to unitQ data and illustrated in the first chart found at the top of this report.
Health and fitness apps, for example, saw a 462% increase in users complaining they couldn’t edit their body weight. Travel apps saw a 300% increase in users upset they couldn’t log in through their employer’s SSO. And there was a 67% increase in users worried they couldn’t make a “trade” in their finance apps after the update to iOS 15.
unitQ is an AI-enabled platform that listens to signals from an organization’s user base. unitQ is arming organizations with real-time actionable insights to improve product, reduce churn, boost star ratings and build great app experiences.
To learn more about these research findings or about unitQ, request a unitQ demo.
David Kravets is the unitQ Senior Content Marketing Manager
It was my love for building that initially drew me to engineering, but it has been my sense of focus and persistence that has helped me build two successful tech companies. Lately, I’ve noticed a worrying trend within the startup world: a lack of company focus. In today’s environment of hiring freezes, layoffs and decreased VC spending, focus seems like one of the most important topics for organizations to address.
When companies over-prioritize building new product features, they constantly shift their attention from one new shiny thing to another. This can lead to a scattered core solution, customer churn and financial burn. But when you optimize to fix what you have to improve product quality—instead of budgeting for building new features—organizations can increase retention, engagement and conversion during uncertain economic times.
There are so many upsides to fixing issues and working on your foundation. I was recently asked about tips to help leverage focus and build a strong organizational foundation. Here are my top three:
Continue reading this article on Forbes, where it originally appeared.
As I pointed out in my previous article, at DailyPay, we are very passionate about understanding our customers’ interactions with our product and we iteratively strive to improve customer value and engagement.
The ‘Coffee with Customers’ sessions, mentioned in the aforementioned article, are led by my colleague Katie Speidel and are still going strong. They are an essential fixture of our culture at DailyPay. The weekly sessions are providing unique insights and discussion items across our organization and departments. In these sessions, which are centered around a rotating yet specific topic, Katie shares up to four essential customer interactions with the audience. The immersive observations and discussions within the sessions are very helpful and spark action. They also aim to inspire other groups to dig deeper into what the customers are saying.
In this post, I’d like to go into the mechanisms behind such a deeper investigation by highlighting some techniques my colleague Dan Lee and I are working on in regards to tapping into the feedback provided by customers through calling, emailing, texting, and writing app reviews.
Dan, who is a leader in our product organization, worked with unitQ to understand how their services could provide us with insights related to customer feedback. unitQ’s tagline is “Harness the power of user feedback to improve product quality”. unitQ’s proprietary “AI technology extracts data-driven insights from what users are saying to help you increase product quality.”
Continue reading on LinkedIn, where this article originally appeared.
Lars Wiedenhoefer is Observability leader; Digital Customer Experience Engineering at DailyPay
HelloFresh, the world’s leading meal-kit delivery provider, is on a mission to change the way people eat. Founded in Berlin in 2011, the company delivers high-quality meal kits through a flexible, customizable subscription program. Its combination of affordability and convenience has turned it into a global powerhouse delivering 1 billion meals to more than 7 million active customers in 2021.
Running a successful subscription-based business relies on keeping customers happy, especially when it comes to dinner. For HelloFresh customers, having access to over 50 meal options each week satiates their hunger for meal customization — yet also brings more potential for a user experience glitch to drive them away.
The company’s digital and physical product teams looked to user feedback for insights on delivery issues, cancellations, and user sentiment, but the process was entirely manual. With roughly 80,000 points of unique customer feedback flowing in each month from chat and phone support, surveys, social media channels, and app store reviews, HelloFresh was overwhelmed by so much customer feedback. HelloFresh also didn’t have the time or resources to manually turn that flow of user feedback into data-driven directions or prioritizations.
“We really care about what makes our customers happy, or unhappy, from the moment they convert to ongoing delivery, meal prep, loyalty rewards, and more. But our process for gathering user feedback relied on manual effort so we couldn’t quickly see sentiment, recognize trending issues, or track quality issues over time. That’s why we embraced unitQ.”
Jake Zukowski, Vice President, Global UX Research & Design at HelloFresh.
Continue reading the HelloFresh story on the unitQ Customer page.
I am Ryan Rilllera, a Senior Quality Assurance Engineer at unitQ. I used to work for unitQ founders Christian and Nik at Skout, a social networking mobile app they had founded and later sold. Working for them and that company was fun. We “worked hard and played hard” as you call it. Our teams would make sure to get all the new features and improvements out every release, but also made sure we went on fun team outings like wine tasting, river rafting and scavenger hunts.
Skout was a very diverse and inclusive environment — which is why I decided to join unitQ and work for the same two founders again. I am happy to see that we are baking the same Skout culture into unitQ. Many of my unitQ colleagues are remote, but that does not mean we cannot still have fun together. We take part in activities both in-person and online every quarter. We play the two-truths-and–lie game with all the new employees who join the company.
Recently, it was AAPI Month (Asian American Pacific Islander) and Pride Month. I try to celebrate these two occasions every year because I am a Filipino American as well as a gay male. I organized my first AAPI potluck at our Burlingame, Calif., office. I made Filipino-style spaghetti, while other people brought to our Silicon Valley office things like Ube cake, Japanese snacks and homemade hummus.
Then for Pride Month, my coworker and I hosted a pride bingo lunch with prizes, as well as a lunch-and-learn on LGBTQ+ fundraisers. We talked about the San Francisco AIDS/Lifecycle, and the AIDS Walk, San Francisco. We discussed the events’ history, the routes, how much we’ve fundraised and much more! We hoped people enjoyed the lunch-and-learn and will participate or donate to these events in the future. Both events support local organizations who are helping people living with HIV or AIDS.
Silicon Valley Gay Men’s Chorus
In our unitQ Slack app, I created a #coffee-chat channel. This turned out to be a huge success and everyone loves it. The Slack bot randomly pairs people in the channel every Monday, and the pairs decide on a date and time to have their Slack coffee chat. During the coffee chat, people have an opportunity to learn more about each other. It was very easy to set up, and I recommend every company have a coffee chat channel of their own.
Another thing you may not know about me is that I am part of the Silicon Valley Gay Men’s Chorus, and love to share our concerts and photos on Slack. My co-workers show their support by replying with uplifting emojis and words of encouragement. A few colleagues actually attended some of my chorus events, which makes me feel good to know that I have coworkers who support me both in and out of the office.
Being in an open, diverse and inclusive environment allows me to be who I am and be part of a family of sorts at work. I look forward to coming to the office everyday and working with my coworkers to improve and grow the company. At the same time, we are cultivating personal and working relationships — all reasons why I am working with unitQ’s founders, again!
If you’re interested in a career at unitQ, check out our jobs page!
Ryan Rillera is unitQ senior quality assurance engineer.
We’re excited to announce our latest and most ambitious integration with Discord, a leading community platform used by 150 million people across various industries where users come to discuss a wide range of topics. So it should come as no surprise that Discord is a significant source of feedback about product quality issues. unitQ Monitor can help you break through all the chatter in Discord, surfacing product quality issues before they become major problems.
The integration is simple, yet powerful. It analyzes whole discussions from your Discord server, categorizing them into distinct issues, incorporating complete threads and surrounding comments for greater context.
You can also fine-tune the data you get from Discord in unitQ Monitor. You can ignore specific users such as moderators, admins or bots. You also specify only the channels you want to monitor, such as bugs and feedback channels, to keep the feedback focused on quality issues.
unitQ’s integration with Discord, one of almost 40 integrations and growing, enables organizations to harness the power of customer feedback to provide the best experience possible to users. Together, all these integrations provide a single source of truth for actionable insights to help you build a better product.
To get started
If you want to learn more about the Discord integration and how unitQ is arming organizations with real-time actionable insights from user feedback to build better customer experiences, book a demo today!
The unitQ squad was just in Boston, showcasing our platform to senior level customer experience executives at CXFS & NGCX 2022. The conference centers on the latest in CX design, innovation, culture and strategy, and close to 300 attended the show. Our team was super pleased by the high level of interest in unitQ that we saw from attendees.
Attendees came from across industries: fintech, insurance, hospitality and retail. Despite these different backgrounds, they all had the same end goals — to discover the best ways to optimize CX and keep their clients satisfied, as well as to win new business.
In a report provided by the host organization, WBR (Worldwide Business Research), 72% of executive attendees indicated that they are looking to invest in solutions focused on “Customer Feedback, Surveys, Voice of Customer, and Customer Insights.” This signals that CX leaders are waking up to the fact that a solution like unitQ is essential for maintaining a competitive advantage.
This is precisely where unitQ has been chosen by the fastest growing brands as a crucial component of their CX strategy. With unitQ, organizations get a centralized, searchable repository for user feedback. We use AI to bucket feedback into granular categories and quantify trends over time. Our platform helps you detect urgent quality issues and prioritize product improvements that increase product quality and inform product roadmaps.
Thanks for all the great conversations our team had with those we met at CXFS & NGCX.
unitQ is an AI-powered platform that extracts data-driven insights from our customers’ user base to enable organizations to stay on top of roadmaps and product quality issues like bugs across all platforms, languages, and regions. Request a demo today!
Kent Martin is unitQ senior manager, digital and event marketing.
One thing that connects nearly all companies in today’s digital world is the universal quest for data. From data modeling solutions to business intelligence tools, there has been a big explosion of access to data velocity, volume and variety across all stages of companies—from startups to enterprises. Chief information officers (CIOs) are at the center of this movement, leading data revolutions at companies around the globe—but right now all technical talent is paying attention to what data is sharing.
However, I have seen many CIOs get bogged down by numbers and forget about both the qualitative and quantitative data coming from the audience who knows their company better than anyone: their customers.
I believe that to fully understand what the data tools are processing today, CIOs also need to prioritize paying attention to the voice and lens of their users. And I don’t just mean looking at how long customers stay on a webpage or what links have the highest click-back rates. Here are my four tips that CIOs can incorporate for their teams to help tap into new metrics and get better data to help their organization:
Continue reading on Forbes, where this article was originally published.