Categories
Product Releases

Product Update: New User Feedback Sources

unitQ Monitor scans feedback from a wide-range of user feedback channels and we integrate with popular productivity tools you use every day. We’re excited to share that we’re integrated with additional sources.

New feedback sources include:

  • Trustpilot: Trustpilot is an online review community that connects businesses and consumers through genuine feedback from customers about their buying and service.
  • Better Business Bureau: The Better Business Bureau (BBB) has been helping consumers find businesses, brands, and charities they can trust. Millions of people turn to them each year to view BBB Business Profiles and Charity Reports.
  • Pissed Consumer: Pissed Consumer is a consumer advocacy website that helps companies and customers communicate with each other.
  • Consumer Affairs: Consumer Affairs is an online marketplace where millions of consumers can research purchases, connect with brands, write reviews, and stay up to date on important consumer news. 
  • Deposit Accounts: Deposit Accounts is a bank account comparison site that provides the best bank deals and information. 
  • Galaxy Store: Galaxy Store is an online app store used for Samsung devices.

Connect these latest sources to unitQ Monitor and start capturing and analyzing your product’s online reviews, user feedback, and online interaction in real-time. Easily get access to all your user feedback data in one place with full coverage on what your users are saying across different channels.

To see a list of all our other available integrations, click here. Would you like to integrate with an additional source? Let our team know here.

To Get Started

If you’re an existing customer and would like to add any of these new feedback sources to your monitor, please reach out to your CSM. If you’re not a customer, connect with our Sales Team to learn more about unitQ Monitor.

Categories
Best Practices

unitQ Score: The Ultimate Leading Indicator for NPS

NPS is Big Business

Net Promoter Score®, or NPS®, is a widely used method for measuring user satisfaction. It’s a simple and understandable measurement, so ubiquitous in user experience circles that two-thirds of Fortune 1000 companies use it internally and it’s become big business for the organizations who use it.

NPS was the 2003 brainchild of Bain consultant Fred Reichheld. Reichheld theorized that companies with higher loyalty also had higher profits. His example was Enterprise Rent-A-Car, which, at the time, measured loyalty with two simple questions: how was their rental experience, and would they rent again. By catering to users who answered positively to both questions, Enterprise assumed those profitable users would return.

Today, Bain and dozens of other firms provide NPS consulting services to help companies conduct NPS surveys. However, when it comes to measuring product quality and company growth, NPS is missing a leading indicator. Boiling user satisfaction down to a simple yes or no question misses the critical reasoning, feedback, and detail behind each user’s answer. Studies show that respondents drop off at a rate of 50% per question. So, a survey with just 2 questions should expect a 25% response rate, and you need many more than just 2 questions to capture useful user feedback. Companies are further missing comprehensive results because they’re only given a snapshot of portioned results over various time periods. 

To get an accurate representation of both user satisfaction and product quality, companies are increasingly going straight to the users themselves. With the rise of technology, users convey issues with product quality through comments across app stores, social media channels, as well as internal and external support tools. But, it’s incredibly difficult for businesses to capture and evaluate user feedback from so many sources and languages. Some user feedback and five-point star ratings can be captured from the Apple App Store and Google Play Store, but it’s still difficult to parse the details from an abundance of comments written in different languages. Even then, you’re left with mountains of data, and still missing user feedback from all channels.

unitQ Score – Leading Indicator for NPS

Businesses need an operational metric they can track daily, so they can get a current and precise understanding of what’s impacting their product and user experiences right now. Product Operations, Support, Engineering, and Leadership teams rely on timely details to make confident data-driven decisions to fix the right things faster and retain user satisfaction.

As the first metric to measure your product’s health, the unitQ Score is a leading indicator businesses rely on to monitor product quality and improve their ratings. It’s based on user feedback data gathered automatically and evaluated by machine learning, and then normalized to allow for easy tracking of improvements and comparing your products with those of competitors. As an operational metric that’s updating daily, it provides the most timely and accurate representation of product health. Using artificial intelligence to understand the sentiment, the unitQ Score automatically captures data to provide a comprehensive, unbiased indicator of product quality. It also provides imminent signals that businesses need to drive quick action and validate key product decisions. 

When used as a leading indicator of NPS, businesses can leverage powerful insights to ensure user retention and satisfaction, set goals, identify strengths and weaknesses, compare progress against other brands, and give their teams the quantitative data needed to determine the scope, impact, and prioritization. unitQ Scores are updated daily, with over 2,000 public unitQ Scorecards published every day. Working constantly, the unitQ platform also captures detailed metadata on operating systems, Quality Issues, languages, and more so business teams can quickly spot issues, accurately prioritize with data-driven insights, and get to work fixing what’s most important to them and their users.

unitQ Score + NPS = Powerful Insights

NPS is built into the fabric of corporate user experience initiatives. But, as technology takes over and users provide the bulk of their feedback online, across dozens of channels, and in diverse languages, a leading indicator is also needed to measure user experience, and being able to quantify product quality plays a significant role in both maintaining and increasing user satisfaction.

unitQ Score lets Quality, Product Operations, and Engineering quickly, efficiently, and effectively understand and act on user feedback while giving teams an easy-to-understand score for tracking product quality and user experience trends. Both are critical to reaching corporate goals, and while a score gives you a metric, unitQ Score gives you intelligence to improve your score and the user experience. 

Learn more about unitQ Score, or test-drive unitQ Monitor today. You’ll see how unitQ helps your teams align around product quality, get fast and accurate insights on product health, and can elevate your user experience to fuel growth.

Categories
Best Practices

How to Convert User Feedback into Instant Business Growth

Product quality is more important than ever, whether you’re part of a global enterprise or a tiny startup. New users have only a few interactions with your products before they make up their minds for good. Those who have a low-quality experience drop off, submit poor ratings and ultimately tell their friends and colleagues to avoid your brand. But those who have a high-quality experience stick around longer, use your products more often and offer rave reviews and positive word-of-mouth.

The most important business metrics — user retention, brand equity, churn, and revenue — are all driven by the quality of your products and the experiences you deliver. Good product quality is good business, and that’s a fact. Companies that consistently deliver great products and experiences beat the competition, and those at the top of their industries in satisfaction rankings grow revenue 2.5 times faster than their peers. In addition, 80% of consumers will pay more for a higher-quality experience. And, positive reviews can increase conversions by 270%.

Delighting users is easier said than done, but you can bridge the gap with the insights provided by the users themselves. By identifying quality issues in user feedback and gathering the actionable data within those reviews, you can use it to guide leadership, product, engineering, and support teams. While that’s difficult to do across products, versions, languages, platforms, and many internal and external feedback channels, we have identified four steps you can take to overcome those challenges.

1.  Fish for Signals in a Sea of Noise

The first step into converting user feedback into business growth is finding signals in the vast amount of user feedback noise. It’s quite challenging to break down when you add internal and external sources of feedback then account for different regions and languages user feedback comes in. And of course, there’s the process of determining the context, sentiment, relevant metadata, and more. Then, there’s the prioritization of the issues and identifying which are the mission-critical ones. As one can imagine, this can quickly become overwhelming for teams to work towards and align on.

For smaller companies and startups, there are limited resources to rely on to effectively collect, aggregate, evaluate, and solve user feedback. And for larger enterprises, the volume of feedback is even higher, making the processes even more convoluted and challenging for teams to align on. However, regardless of company sizes, it’s important to catch the actionable signals from the noise. If you turn a blind eye to them, you’ll miss opportunities to increase both product quality and user experience.

The best solution to tackle this step is finding an automated solution that can deliver actionable insights in a timely and organized manner for your teams. This will allow them to get one view across all your user feedback then work on fixing the right issues at the right time. As a result, you can expect reduced noise, categorized issues without bias, and quantitative data to drive your product forward. In addition, your teams can get aligned addressing the right quality issues that will have the most impact on your business.

2. Identify Quality Issues

Although aggregating all user feedback data seems straightforward, there are different articulations of comments that can hold hidden valuable issues or product suggestions. This next step is crucial: you must identify which of those are Quality Issues and then look into each one carefully. A passive comment could actually be a critical issue if not fully analyzed. This is an added dimension to account for when teams are prioritizing and making product-related decisions.

Business teams also rely on quantitative data to ensure they’re acting and fixing the right issues. This will ensure they’re allocating resources in the right direction. The data will help them quickly and accurately understand the scope, impact, criticality of each issue so the right prioritization and triages can occur. If there are no quantifiable details, teams won’t be able to align on how to approach them. Automated product quality analysis helps address quality issues and equips teams to make data-driven decisions. It demonstrates the health of your products and empowers teams to focus on what matters most for the product and business. Moreover, it also removes the reliance on anecdotes and data silos assumptions. In turn, this ensures businesses are not wasting valuable time and resources.

3. Connecting Product Quality and Growth

A must for connecting quality and growth in this third step is making sure you’re consistently delighting and delivering the best for your users while driving growth. User acquisition costs are typically high, and so is the cost of churn. You initially impress your users with your product, and they’re willing to stay if you continue raising the bar with our product quality. If your product quality can retain users with high engagement and satisfaction, retention will grow. Moreover, ensure you’re listening to your users as they hold the answers on how you should navigate your efforts.

The best solution is not to limit your perspective to just a fragment of your user feedback data and channels (e.g., survey data). Focus on both positive and negative feedback that helps you get a single source of truth across the full landscape of your user feedback. An automated product quality analysis will help make connections between keywords, issue categorization, star rankings, prioritizations, issues remediation, company performance, and more. It gives you a complete view of understanding the high impact and mission-critical insights, so your teams can efficiently prioritize and automate workflows. They can use data to make the most impactful decisions and work faster and smarter on items that correlate key goals across your business.

4. Foster Alignment Around Quality

This final step is fostering alignment around quality. In order to do this, the previous steps come into play. No one can deny reliable, trusted, and timely data. The data needs to be crisp and clear to make it easily comprehensible, consumable, and actionable by your cross-functional teams. With a data-driven mindset, bias is removed and ambiguity is decreased.

Correspondingly, teams can align and effectively work together to drive the product forward in the most efficient and effective way. Furthermore, mission-critical issues are addressed before they become widespread and important integrations are placed to grow the product. By having an automated product quality analysis, there’s one framework to bring teams together. They can seamlessly work together to track progress, evaluable the impact of each quality issue, and understand user needs. 

Drive Growth with unitQ

Supreme product quality is essential for user retention and a variety of business metrics. Other valuable factors such as time to fix, ticket volume, and negative sentiment will also improve. Leveraging user feedback elevates their experience and drives growth towards your product quality and subsequently your business growth. See how unitQ Monitor helps your teams align around product quality and get fast and accurate insights on product health. unitQ has a powerful impact analysis reporting tool where our customers can see exactly which quality issues they should fix that has the most impact on KPIs they’ve set for their organization. They can use the data provided to monitor trends, gauge product health. There’s no ambiguity or anecdotes to ponder on, they can really drill down on issues based on data that will foster growth in their retention, engagement, and ultimately revenue. Our unitQ Score shows, again and again, that companies with higher quality scores lead their industries. They see the quality signals within their incoming user feedback noise.

Categories
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
Product

What is a Quality Issue?

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:

Feedback A

I cannot log in.

Feedback B

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:

Feedback A

My account was randomly suspended.

Feedback B

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.

Categories
Product

Win with Quality: Why Leadership Teams are Relying on unitQ to Drive Growth

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.

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
Leadership

Take Your Product’s Quality to the Moon

You may have heard that we reference “Product Quality” quite a bit here at unitQ. We believe quality is more than just product experience, it’s the entire surface area of a company. It’s also a characteristic that will become more instrumental for business success in the coming years. As its prominence is rising across different industries, let’s talk about how teams can take their product’s quality to the moon. 

Meet Product Expectations

The key is making sure the product works as expected. When someone is using a product, they have an expectation that things should work in a certain way. If there’s a disconnect with what’s expected with any product, it will cause dissatisfaction and ultimately churn. To prevent this from happening, the best place for businesses to start is leveraging user feedback data. The user base has almost complete test coverage as they interact with the product and its features everyday. If businesses can capture the data, extract actionable insights, and ensure the right information reaches the right person at the right time — they’ll empower their teams to take a data-driven approach to product quality and stay ahead of the competition.

Stay Laser Focused on Mission-Critical Insights

Many teams struggle with the manual and resource-intensive process of gathering and analyzing user feedback. There’s daily feedback to continuously comb through across multiple sources and across many different languages. In addition, users have various ways of articulating their experiences. The best way to overcome this challenge is finding an interface that can decipher the key insights and remove the noise. Once teams have that component established, they can begin to understand what needs to be fixed and build to drive superior product quality and experience.

Differentiate with Product Quality 

Companies can buy traffic, create feature differentiators, launch new things, but all these efforts are in vain if they’re not providing the best experience for their users. For example, if they’re spending money on advertising to drive traffic and users are met with a subpar product experience, users will turn away and the spend would be inefficient. If companies focus more efforts on holding themselves accountable to provide the best user experience, they’ll spend budget more efficiently, see really impactful results, and avoid churn.

Retain Users with Quality

Retention is growth. If you build a product that can retain users with high engagement and high conversion, then growth will come. Getting users to show up is the easy part, the hard part is keeping them around, and product quality has a huge impact on how long they’ll stay. Staying on top of product quality will allow you to squeeze more juice out of the lemon and make every marketing dollar you spend count.

What Doesn’t Get Measured Doesn’t Improve

Leadership needs to be able to measure things in a clear and measurable way in order to set goals and drive better outcomes for their users and, in turn, their company. When I talk with senior leadership teams and board members, I often ask: “How do you measure product quality?” The consensus was they didn’t have a metric. Now they do with the unitQ Score — the first product quality metric that helps businesses find and fix the right issues fast, deliver superior product quality and experience, and drive retention and growth.

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.