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.

Categories
Product

Share Quality Insights Faster with Slack + unitQ Integration

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.

Categories
Industry

The First Metric to Measure Your Product’s Health

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

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

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

unitQ Score vs. Star Rating

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

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

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


Customer Taking Quick Action with unitQ Score

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

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

How to Check Your unitQ Score

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

Categories
Product

Product Update: Alerts for All Feedback

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.

To Get Started

For existing unitQ Monitor customers, you now have access to this new feature. Visit our help center to view the support article. If you’re not a customer yet, try unitQ Monitor free for 30 days and see how this feature can support your teams.

Categories
Best Practices

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

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

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

Quality is Critical to App Success

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

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

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

In a Booming Market, Quality Matters More

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

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

What Fitness and Wellness Users Care About in App Quality

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

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

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

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

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

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

See Your unitQ Score

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

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

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

Categories
Customer Stories

Pandora + unitQ: Ensuring Every Listener is Heard

The unvarnished truth is users are the ones with the deepest insights about your product. And many times, these insights can be found in their feedback. While it’s important for businesses to leverage what their users are saying, the difficult parts are actually identifying and quantifying their feedback. These challenges are magnified as user feedback spans channels, regions, and languages. As a result, businesses are drowning in a sea of noise that lack actionable signals and data insights. 

Pandora, a leading music streaming service, is familiar with these challenges. In a recent live webinar, Pandora and SiriusXM’s Senior Manager of Quality of Service, Jordan Golinkoff joined unitQ’s Head of Growth, Anthony Heckman to discuss how Pandora is addressing them head on. And how they’ve leveraged unitQ’s quality feedback monitoring platform to improve their ability to identify, analyze, and act on user feedback. The following are three main takeaways from their discussion and significant results they’ve seen in their unitQ Score.

1. A manual approach to monitoring user feedback doesn’t provide actionable signals

Users want to be heard and have very little patience for products that don’t consistently deliver a great experience. When they provide feedback, it can come from a variety of channels and regions. It’s no secret that gathering and monitoring an accumulation of feedback across sources can be quite grueling. “It’s manual and reactive in nature”, said Anthony. He added, “If businesses are not looking at feedback from all channels in one place, it’ll be even more difficult to get an accurate signal on any given issue.” A big tip is to remove the manual approach and replace it with a proactive one in order to get both a holistic view across feedback sources and actionable data insights.

Jordan’s team has been leveraging unitQ’s monitoring solution to enhance its ability to listen, understand, and address user feedback. With unitQ Monitor, his team has been able to utilize timely and actionable insights to drive critical product improvements by analyzing feedback from multiple channels such as customer support and the app stores. The platform has also helped with increasing operational efficiency and stakeholder alignment for his team. He explained, “Since working with unitQ, it has caused our team to stop and rethink how to prioritize (user feedback) data and how we can shine a better light on poor quality experiences.”

“Since working with unitQ, it has caused our team to stop and rethink how to prioritize (user feedback) data and how we can shine a better light on poor quality experiences.” -Jordan Golinkoff, Pandora

2. Listen to user feedback in the most efficient and effective way

Both Jordan and Anthony agreed that it’s essential to have a platform to efficiently understand what users are saying in a very structured and data driven way. They said this will help address multiple things. First, you can see first hand what users are telling you to optimize or build instead of guessing what to approach next. Second, you can analyze how you’re competing with others in the same space. Third, you can allocate your resources in the smartest way possible and help your teams align on what needs to be worked on next. Anthony emphasized, “If companies invest in listening to their user feedback and take action in the most efficient way possible, they’re going to drive consistent quality, engagement, retention, and revenue.”

“If companies invest in listening to their user feedback and take action in the most efficient way possible, they’re going to drive consistent quality, engagement, retention, and revenue.” -Anothony Heckman, unitQ

Jordan elaborated further on how investing in unitQ has helped his team improve their ability to listen and act on user feedback. They’ve been able to use the actionable and granular insights to gain stakeholder support and produce timely fixes. Jordan said, “The way unitQ visualizes their data and its self-served nature, we’ve had a couple of issues come through where it provides an exclamation point on an issue that we didn’t know if we should escalate. With the data provided, we can then take it back to the engineering leads and say ‘we have this count of internal feedback, data, and these issues should be prioritized’.” He goes on to add that his team has been using user feedback data provided by unitQ in bi-weekly senior leadership meetings as well.

3. Product quality signals you want to be monitoring 

Jordan highlighted that “product quality is a tricky thing to put real data around.” He went on to say that it’s important to understand when users are not having a quality experience and understand that as quickly as possible. As businesses are monitoring their user feedback, he suggested two actional signals they want to pay close attention to help drive product quality:

  1. How long it took teams to detect the problem
  2. How long it took them to resolve the problem

unitQ has really helped Jordan’s team pick up on these two signals. They can better understand when issues happen and when they’ve slowed down. Quick identification and having data to drive improvements are critical for his team. With unitQ, they can say with confidence what the issues are and designate the right resources to the right user pain points in real-time. He said, “The time lag between when you know there’s a problem and when the problem stops, that’s the gold standard for resolving instances.”

Boost in Pandora’s unitQ score: 20% improvement within 45 days

Pandora was able to leverage unitQ Monitor and achieve a 20% improvement in their unitQ Score – The Quality Metric, 15% reduction in churn rate, 10% reduction in support tickets, and a 18% boost to their NPS.

See how unitQ can help your teams drive product quality 

Category leading companies like Pandora and SiriusXM have been using unitQ’s actionable insights to turn user feedback into product success. To get started with unitQ, try our platform free for 30 days. And to hear more about the Pandora + unitQ success story, you can watch the full webinar recording here.

Categories
Best Practices

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

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

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

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

Benchmarking Financial Services App Quality

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

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

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

What Finance Users Care About in App Quality

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

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

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

Product Quality is Invaluable for Financial Services

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

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

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

See Your unitQ Score

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

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

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

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Turning User Feedback Data into Product Success

The goal of Product Operations is to deliver product excellence with efficiency. But it’s a tall order to build a great product while also optimizing the product life-cycle, reducing quality issues, and delighting users. There’s much more to it than that, of course, so every action you take and the internal relationship you build has to contribute to better products and higher user satisfaction.

Product Ops is a unique and wide-ranging role that interfaces with Product, Engineering, Sales, Marketing, Product Management, Customer Success, and Quality, while also impacting budgets, resource utilization, organizational alignment, and much more. An effective Product Ops team optimizes this entire continuum by improving communications and collaboration, finding efficiencies, and aligning everyone on what’s best for the product, users, and company.

To be effective, Product Ops needs comprehensive, unbiased, and indisputable data to guide actions and quantify decisions. The key is user feedback.

The Value of User Feedback for Product Ops

User feedback guides product teams to shape product solutions so it’s important to keep an eye on what users say as you work to streamline internal processes, find efficiencies, and steer product direction. That’s increasingly difficult as your apps span platforms, languages, and versions. It all adds enormous complexity blocking the product insights you need to excel in your role.

Gathering data is only the beginning. You then need to determine the true issues, categorize and prioritize the most important, and then influence each team to adjust and act accordingly. And, you have to overcome any internal biases with clear, convincing, and quantifiable arguments based on what has the most impact on users.

The best way to accomplish this is with user feedback data, which is typically limited to internal support tickets, surveys, bug tracking, and usage data. However, these sources are disconnected and incomplete, leading to manual aggregation and coalition that invites inaccuracies and indecision. And, you’re still missing most of the user feedback picture.

The best source of user feedback data comes from external reviews on the App Store, Google Play Store, social platforms, and other channels. That data is challenging to source and it contains an overwhelming amount of noise that drowns out the valuable signals locked within. Eliminating that noise then requires a huge manual effort before you can identify the sentiment and categorize the issues. That becomes a nearly impossible task as volumes grow, feedback comes in multiple languages, and data crosses products, platforms, and versions.

Combining Internal and External User Feedback Data

To effectively quantify product issues and influence the business, Product Ops needs user feedback data that’s easily accessible, complete, current, accurate, and actionable. That means combining internal Zendesk support tickets, Jira bug issues, and product log data with external data from App Store and Google Play Store reviews, and Twitter, Reddit, and other social media streams. The aggregation of user feedback from all these sources provide the most quantifiable insights to overcome internal resistance and champion your ultimate goals.

Here are just a few areas where comprehensive user feedback data helps Product Ops:

Product Ops Responsibility Value of User Feedback Data
Influencing internal teams Shows the true impact of issues, provides clear priorities, eliminates bias, and drives alignment.
Guiding product roadmaps Quantifies usage across platforms, regions, versions, and more to align product plans with user needs.
Increasing user satisfaction Uncovers the impact and scope of quality issues to determine prioritizations and resource allocations.
Identifying and mitigating issues Highlights current issues and provides the deeper data to quickly identify the scope and root cause.
Optimizing internal processes Quantifies the return on investment of quality improvements and user satisfaction.
Deploying best practices Connects internal improvements with their resulting impact on users, quality, and company growth.
Capturing and leveraging user feedback Provides complete, accurate, current, and actionable insights for improving user satisfaction.

Drive Product Ops with User Feedback Data

Only comprehensive user feedback data can give you an accurate view of what your users truly want. But that’s a lot of data, from many channels across the globe, and with huge amounts of noise blocking the valuable signals. Gathering and analyzing it yourself isn’t practical. Instead, you need a platform designed to gather user feedback data from internal support tools and external public channels, and then focus specifically on quantifying, prioritizing, and tracking issues that impact your business.

unitQ Monitor continuously captures user feedback data from popular, global channels, like the App Store, Google Play Store, social channels, and others. It translates over 100 languages for comprehensive coverage, then intelligently eliminates noise, identifies issues and sentiment, and provides real-time dashboards and reporting. It also integrates with your internal tools, like Zendesk, Slack, PagerDuty, and Jira, to add support ticket data and help you quickly act where it’s most valuable.

“It used to take us so much time to identify and quantify issues. unitQ has really improved the workflow between our QA and Product teams, because we now have all the user feedback data we need to make decisions in real-time.” – Head of QA at LOVOO

With definitive insights and guidance distilled from user feedback data, Product Ops is empowered with:

  • Comprehensive insights across internal and external feedback sources to surface the most pressing product issues based on scope, impact, and business value.
  • Automated and intelligent identification of real-time quality issues to surface and fix issues in minutes instead of weeks.
  • Actionable yet granular insights to provide indisputable reporting and prioritizations along with the detailed data to develop effective action plans.
  • Quantifiable insights to share, prioritize, and build consensus and collaboration across teams so the most impactful issues are recognized without debate and get fixed first.

To learn more

With unitQ Monitor, Product Ops finally has the insights and quantified facts to confidently build a strategy that increases user satisfaction while influencing internal teams, guiding product directions, and supporting growth. Get started for a free trial or request a demo and we’ll show you how it works.