unitQ Fall 2023 benchmarking report: What users like, dislike and want
In today’s hyper-connected world, customer feedback is your biggest asset. Your customers leave feedback across thousands of public channels like app stores, Twitter, Facebook, or Instagram and private channels like Zendesk, SurveyMonkey or Gong, just to name a few. Customer feedback is real time, unsolicited, and given in magnitudes of billions of pieces of feedback everyday. This feedback tells you what your customers like and dislike about your product or service, what product features they’d like to see more of, their overall sentiment, and how likely they are to stay loyal.
We live in the age of free customer information and until now, thanks to AI and other innovations, it’s been nearly impossible to capture user feedback, make sense of it, and share it with the right teams to deliver quality experiences to your customers at scale.
UnitQ's Fall 2023 Quality Excellence: What users like, dislike and want benchmarking report shows you just how valuable it can be to listen to your customers. Our report analyzes real time customer feedback from some of the world’s most popular applications.
With a single source of truth for all customer feedback, product leaders can understand what features to focus on, engineering leaders can identify bugs faster, and support leaders can address issues proactively, allowing companies to deliver higher quality experiences, reduce churn, increase loyalty and drive revenue growth.
About the benchmark report
unitQ has analyzed 21,652,720 pieces of publicly available Google Play Store and Apple App Store user reviews for 4,465 top Android and iOS mobile applications in Spring 2023. Real time insights from user feedback were translated, categorized and summarized using unitQs proprietary AI and ML algorithms to surface:
Top Quality Issues
Top feature requests
Trending 4-star reviews on brink of a 5-star review
Top 50 apps driving quality excellence
Challenge:
Companies struggle to understand the quality of their product, service, and customer experiences and have spent more than a combined $82 billion on market research and surveys that become outdated quickly.
Solution:
With the power of AI, companies can analyze real time customer feedback from any source, public or private, to automatically parse and categorize user pain points, product gaps, trending issues and bugs to deliver high-quality products, services, and experiences.
Insight 1:
Top user complaints across all verticals are slow performance, too many advertisements and failure to launch with a combined total of 484,938 pieces of user feedback left for these issues.
Insight 2:
Top Quality Issues by vertical are nuanced with unique categories appearing such as "Order not delivered" for shopping apps, Lyrics missing for music apps, and "Slow performance" for gaming apps.
Insight 3:
unitQs AI parsed 645,023 feature requests from users in Fall 2023. Among them, dating app users wanted improved chat options while top requests for finance apps included the ability to download statements in a PDF form.
Insight 4:
Of the 21,652,720 pieces of feedback analyzed, 4,396,368 surfaced Quality Issues affecting the user experience.
Insight 5:
Apps with the highest quality excellence in Fall 2023 include: Crumbl Cookies, GoodRx, Under Armour, U.S. Bank, Zappos and more. See the Top 50 Fall quality Excellence Awards winners here and get your free unitQ score to see how you compare here.
Of these 4,465 applications analyzed by unitQ's proprietary AI, unitQ is pleased to announce 50 leaders as recipients of the unitQ Quality Excellence Award. This award celebrates companies and their respective product, engineering and customer experience leaders who are committed to delivering consistently high-quality products and services – which shows in the unbiased, public feedback from their users.
About unitQ
As the leading Quality Automation platform, unitQ empowers companies with AI-powered, actionable insights from user feedback to help them craft high-quality products, services and experiences. unitQ centralizes feedback from all sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Category-leading companies like Spotify, Bumble, Pinterest, Udemy and HelloFresh rely on unitQ to drive growth, reduce churn and build brand loyalty.
With unitQ customer feedback software, including unitQ GPT, organizations can discover quality issues at the same time as their users. Know what product launches, releases or evergreen features are causing the most bugs or support tickets. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
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Lance Miles is Sr. Data Engineer at unitQ
