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 Spring 2023 Quality Excellence: State of Mobile Applications benchmarking report, released today, 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 22,225,825 pieces of publicly available Google Play Store and Apple App Store user reviews for 5,318 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and customer experiences and have spent more than a combined $82 billion on market research and surveys that become outdated quickly.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, force closing or crashing, and too many advertisements with a combined total of 421,954 pieces  of user feedback left for these issues.

Insight 2: 

Top Quality Issues by vertical are nuanced with unique categories appearing such as “Subscription too expensive” for education apps, “Can’t transfer funds” for finance apps, and “Excessive storage usage” for gaming apps.

Insight 3: 

unitQ AI parsed 487,000 feature requests from users in 
Q1 2023. Among them, gamers wanted more individual analytics about their performance while top requests 
for education apps included a more customized 
user experience.

Insight 4: 

Of the 22,225,825 pieces of feedback analyzed, 4,073,957 surfaced Quality Issues affecting the user experience.

Insight 5: 

Apps with the highest quality excellence in Spring 2023 include: Tiktok, Coursera, Rocket Mortgage, Turo, 23andMe and more. See the Top 50 Quality Excellence Awards winners here and get your free unitQ Score to see how you compare. 

Of these 5,318 applications analyzed by unitQs 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

unitQ is the missing link in your feedback loop, providing AI-powered insights from user feedback to help you craft high-quality products, services, and experiences. Category-leading companies like Spotify, Bumble, Pinterest, and HelloFresh rely on unitQ to drive growth, reduce churn, and build loyalty.

To learn more about unitQ, request a demo. Follow unitQ on Linkedin and Twitter. 

Lance Miles is Sr. Data Engineer at unitQ and Bryan Harakh is Sr. Machine Learning Engineeer at unitQ.