profile-icon  By Diana Lam
calendar  Feb 24, 2021

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.