How unitQ enabled Bumble to harness the power of real-time user feedback
Bumble Inc. is a values-driven business that enables people to build healthy and equitable relationships, through Kind Connections™. Listening and collating feedback from our members is essential to our mission, and partnering with unitQ has furthered our ability to be able to do this efficiently and competently.
We are always looking at ways to improve the connection between us and our members in order to meet a number of our business needs, and we know that how we manage our member’s feedback data is integral to this. unitQ stood out as a great partner for us from the beginning. They were able to provide some of our ideal functions such as Jira and Slack integration alongside providing clear solutions and directions to how the tool would improve how we holistically engage with our data. It was clear that unitQ had taken the time to understand us as a business beforehand and made sure the demo was personalized to our business needs.
Spotting issues in real time
There have been a number of pros since we partnered with unitQ including that we are able to view all of our sources at once (in seconds!), which supports us to garner more detailed insights into our members. We can spot issues in real time, and there have already been a few cases where unitQ has alerted us to unusual trends in feedback, which were acted on immediately and supported our goals of providing timely and effective solutions to member feedback.
We also love the versatility of the tool. We’ve been able to spot new bugs, track sentiment of new product releases, monitor our app store performance and measure the impact of each quality monitor on specific KPIs. This means we are able to provide different teams around the business with information that is useful for their roles, all in one place. Our engineering and product teams, for example, have embraced unitQ in a variety of ways, far more than we could ever have imagined when we first started this journey which has been inspiring to see.
Member feedback data has been democratized
As a company whose mission is centered around creating connections, we are so pleased to have experienced a great working relationship with unitQ. They have allowed us autonomy over our taxonomy, whilst providing us with helpful suggestions on how to improve. Our relationship with unitQ is one of mutual respect and we are consistently being asked for our feedback on the tool and have noted that changes that we suggest have been implemented by the team. We have regular contact with our teams at unitQ and they are always quick to respond to queries and willing to help us pull larger reports.
And most importantly, our data has been democratized. What this means for us is that more teams have access to member feedback, meaning there is an increase in our teams who are able to spot any changes in key indicators such as volume or sentiment, resulting in issues being responded to quicker. The Slack integration has proved especially useful for this, and anyone from across the business is able to join our dedicated unitQ Slack channels even if they don’t have a seat on unitQ. This has also allowed the voice of our members to be represented in real-time, and therefore encourages more teams to think about how to integrate this data into their day-to-day work.
We are proud to partner with unitQ and to have achieved such great results together, and we look forward to their continuing support and guidance.
Robyn Andrews is Community Insights Manager for Bumble