In this era of instant, multichannel customer feedback, AI has become crucial to understanding customer feedback at scale to empower organizations to drive higher quality products, services and experiences.

With unitQ, product, engineering, support and customer experience leaders get access to a single source of truth for real-time user feedback to inform their product roadmap, alert on bugs, proactively resolve support issues, and gauge sentiment to ensure the highest quality products, services and experiences. unitQ is providing companies with a new way to stay close to their users by providing insights into what their users think, feel and experience — all measured in real time with the unitQ Score.

Quantifying quality of user experience with unitQ Score

To help organizations understand what is and what is not working well, our customer feedback platform’s proprietary scoring algorithm analyzes real-time user feedback from all public and private channels to reflect user sentiment and satisfaction. The unitQ Score is a leading indicator of the share of an organization’s users who have a frictionless experience with your company’s product or service, and represents the gap between what customers expect and their actual experience. The higher your unitQ Score, the higher your customer satisfaction across every touchpoint of your customer journey.

In a nutshell, the unitQ Score:

• Makes it easy to track trends and changes in customer sentiment over time.

• Provides root causes, like bugs and customer friction, for what is driving changes in sentiment.

• Highlights users top requested features and shows what they love least and most about your product for higher satisfaction.

• Acts as a benchmark to learn how companies compare to the quality of their competitors’ experiences.

• Improves when organizations leverage the unitQ AI platform.
  

A unitQ Score deeper dive

unitQ Scores range from Epic to Poor. A unitQ Score of 90, for example, means 90% of an organization’s user feedback does not contain Quality Issues when evaluated through the lens of unitQ algorithms. Viewed another way, a score of 90 means that 10% of customer feedback contains Quality Issues identified by users.
A Quality Issue arises when the user experience does not match user expectations, therefore creating user friction.

In addition, a high unitQ Score indicates a brand has fewer reports of user friction overall. It means users enjoy your product —
the experience is well-designed, easy to use, responsive — and is virtually free of bugs, broken flows and missing product features.

Overall, unitQ Scores are a leading indicator of core KPIs that span Product, Engineering, and Customer Experience like user retention, adoption, sentiment, and revenue growth.

Updating unitQ Score tiers

The unitQ Score has been a part of our platform since Day 1. Today we’re announcing continued refinements to the unitQ Score.

Based on our Spring 2023 benchmark of thousands of leading mobile applications, we’ve updated unitQ Score tiers to better reflect the changing landscape of user feedback. While the methodology for calculating your unitQ Score has not changed, the same unitQ Score now results in a more favorable tier.

The unitQ Score is a ranking out of 100 and is now interpreted as follows:

• 90-100 is Epic - Quality is best in class
  

• 70-89 is Good - Quality is strong, with room for improvement

• 51-69 is Fair - Quality is satisfactory, with a lot of room for improvement

• 0-50 is Poor - Quality is weak, with urgent improvement required

What this means for unitQ customers

With our new methodology, organizations may see their unitQ Score move to a higher tier.

We are sunsetting these scoring tiers today:

• 95-100 is Epic

• 85-94 is Good

• 70-84 is Fair

• 0-69 is Poor

Conclusion

The unitQ Score provides companies with a data-driven method to improve the quality of the user experience at every point along the customer journey. By offering real time guidance, the unitQ Score enables organizations to quickly resolve Quality Issues and gain invaluable insights that inform their product roadmap and growth strategy. The unitQ Score can be leveraged to enhance user satisfaction, retention, pinpoint strengths and weaknesses, benchmark against competitors, and help teams prioritize and assess the scope and overall impact of improvements.

About unitQ

As the leading real time customer feedback platform, unitQ empowers companies with AI-powered actionable insights from user feedback to 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. Customer-centric companies like Spotify, Bumble, Pinterest, Chime and HelloFresh rely on unitQ for actionable insights to drive growth, reduce churn and build brand loyalty.

Want to see how your organization compares? Click here to get your free unitQ Score or book a unitQ demo today!

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David Kravets is Senior Content Marketing Manager for unitQ.