A holistic approach to QA: From app and software glitches to real-world service hiccups
While we often associate Quality Assurance (QA) with the domains of software and app development, its principles and objectives have a broader application, particularly when considering the entire customer experience.
When we think of QA in the context of software and app development, for example, it revolves around functionality, usability, performance and security. However, QA takes on a richer, more diverse dimension beyond the code when we broaden this scope to industries like airlines, hotels, healthcare, entertainment and more.
What we’re driving at here is that quality — product quality — isn’t just about how your app or software is performing. It's about the performance of your organization’s customer experience across all touch points — from software and app glitches to real-world service hiccups.
QA with unitQ regardless of industry
When it comes to Quality Assurance, regardless of industry, here’s where unitQ comes into play. Our artificial intelligence aggregates feedback from all feedback sources, whether it's app reviews, support tickets, review sites or social media. With our AI, it ensures no feedback gets lost, providing a centralized and intuitive view in real time.
In short, unitQ turns qualitative feedback into actionable insights, enabling teams from any industry to prioritize and to respond to issues accurately and proactively, making decision-making both swift and data-driven.
QA is more than coding
Let’s move beyond the obvious Quality Assurance use cases and think outside the software engineering and app development box. In the end, Quality Assurance is more than coding. It’s perfecting the entire customer experience.
Consider this:
Airline experiences: Beyond just the software running an airline's booking system, think about a passenger's entire journey — from ticket booking to baggage claim. unitQ also analyzes user feedback to discover common threads like baggage delays or complaints about in-flight services.
Hotel stays: A hotel's reputation isn't just built on its reservation system but the holistic guest experience. unitQ's AI can sift through user reviews to pinpoint feedback about a particular hotel chain's breakfast quality or comments about staff demeanor, thus identifying opportunities for refinement.
E-commerce platforms: Beyond website functionality, the entire shopping experience, including product search, check-out, delivery, and post-purchase support, comes under the QA umbrella. With unitQ, e-commerce sites can also glean insights from user feedback about, for example, delivery times or product packaging quality.
Restaurant chains: Beyond the taste and presentation of food, customer experience also encompasses service speed, ambiance, menu variety and food delivery. With unitQ, restaurant chains can sift through user feedback to discern patterns, such as consistent comments on cleanliness, a particular dish's spiciness or the promptness of service during peak hours.
Healthcare institutions: The healthcare experience is multifaceted, spanning appointment booking, waiting times, physician interactions, post-consultation care and more. unitQ can analyze patient feedback to identify areas like the clarity of treatment explanations or the efficiency of administrative processes, allowing institutions to refine and elevate their patient care standards.
Entertainment venues: Consider theaters, concert halls or sports arenas. These venues can employ unitQ to assess aspects ranging from seat comfort, sound quality, visibility to the efficiency of entry and exit processes. For instance, feedback about poor acoustics in certain sections of a venue can inform necessary modifications.
Quality Assurance: The holistic approach
Regardless of industry, the customer journey is multi-faceted. We designed unitQ to address all user feedback regardless of industry. Our real-time actionable insights guides industries towards a holistic approach to QA, encompassing not just functionality but the entire customer experience. In the end, QA is not just about rectifying mistakes but ensuring excellence at every step along the customer journey, which makes customers feel heard and valued, fostering a stronger brand connection.
About unitQ
With unitQ customer feedback software, 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. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Our 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 and HelloFresh 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!
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Olivia Scott is Customer Success Manager at unitQ
