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.

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.