A prominent player in the travel and hospitality sector and renowned for its innovative marketplace for lodging and tourism has been at the forefront of transforming travel experiences globally. With a vast user base and a reputation for excellence, maintaining superior product quality and customer satisfaction is crucial. This is where their partnership with unitQ, a leading quality monitoring platform, comes into play, harnessing actionable insights from real-time user feedback to foster continuous improvement.

Challenges: Bolstering quality

As it scaled to more than 100 million global users, the company faced several hurdles in maintaining and enhancing its service quality, including:

• Pinpointing and addressing user experience friction points.

• Benchmarking product quality against industry competitors.

• Deciphering customer sentiment and obtaining actionable feedback.

• Boosting app store ratings and enhancing user reviews.

• Upgrading customer support and resolving issues efficiently.

The solution: Leveraging
unitQ

In response to those challenges, the company embraced unitQ's AI-driven platform to collect and analyze user feedback from diverse channels, including app stores, social media and customer interactions. unitQ's tailored taxonomy offers real-time actionable insights into quality issues affecting user experiences. The platform's advanced machine learning models focus on feedback pertinent to product quality and bugs, thus offering a clear view of customer sentiment.

Key results: More customer satisfaction

The collaboration with unitQ has led to significant advancements in product quality and customer satisfaction, including:

• Friction point identification: unitQ aids in pinpointing specific quality issues, such as app navigation difficulties, subpar customer support and language barriers.

• Competitive benchmarking: The company benchmarks its product quality against rivals, gaining insights into industry trends and improvement areas and leading to a more competitive position in the market.

• unitQ Score improvement: Addressing identified friction points has led to an enhanced unitQ Score, reflecting in improved user satisfaction and app store ratings.

• Customer support enhancement: Insights from unitQ have enabled the company to refine its customer support, tackle unresolved issues and focus on customer-centric improvements.

The takeaway

By adopting unitQ's user-feedback platform, the company has effectively tackled key challenges in product quality and customer satisfaction. The AI-driven insights from unitQ have empowered the company to proactively identify and resolve issues, benchmark its performance and drive ongoing enhancement.

Consequently, there have been noticeable improvements in product quality, customer satisfaction, and app store ratings — reinforcing its status as a leader in the travel and hospitality domain.

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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