unitQ 2024 Summer Benchmark Report: What users like, dislike and want
Customer feedback is one of your organization’s biggest assets. 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.
The unitQ 2024 Summer Benchmark 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 unitQ 2024 Summer Benchmark Report
unitQ has analyzed 40,040,889 pieces of publicly available Google Play Store and Apple App Store user reviews for 7,850 top Android and iOS mobile applications for Q1 and Q2 of 2024. Real time insights from user feedback were translated, categorized and summarized using unitQ's 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and customer experiences and have spent more than a combined $82 billion on market research and surveys that become outdated quickly.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 1,085, 356 pieces of user feedback left for these issues.
Insight 2:
Top Quality Issues by vertical are nuanced with unique categories appearing such as “Ordered Arrived Damaged” for food apps, “Too many ads” for music apps, and “Can’t Log In” for finance apps.
Insight 3:
unitQ’s AI parsed 989,750 feature requests from users in the first half of 2024. Among them, travel app users wanted more flexibility in booking and payment options while top requests for social networking apps included users wanting consistent connectivity with weak internet connections.
Insight 4:
Of the 40,040,889 pieces of feedback analyzed, 9,229,186 of them were Quality Issues affecting the user experience.
Insight 5:
Of the 40,040,889 pieces of feedback analyzed, our AI identified 989,750 feature requests. There were 350,814 feature requests on iOS and 638,936 on Android.
Of these 7,850 top Android and iOS mobile 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
unitQ revolutionizes how product builders, engineers, support leaders and team members understand feedback in real time to build superior products, fix bugs faster and resolve support issues at scale. With unitQ’s customer feedback platform, you can discover quality issues at the same time as your users; know what product launches, releases or evergreen features are causing the most bugs or support tickets; or drill into the root causes of these issues by source, platform, device, customer segment and more.
unitQ AI centralizes feedback from all feedback 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, DailyPay and Zendesk rely on unitQ for actionable insights to drive growth, reduce churn and build brand loyalty.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
Lance Miles is Senior Data Engineer at unitQ
