Case Study: Pandora boosts product quality with unitQ

Bringing a Higher Quality Experience to Music Streaming

Pandora, the music streaming service, needed a better way to capture and make sense of user feedback coming in from multiple channels, regions, and languages. Its manual, reactive approach made it difficult to identify actionable signals and understand product quality issues quickly. Pandora partnered with unitQ and used its feedback monitoring platform, unitQ Monitor, to centralize and analyze customer feedback.

With unitQ, Pandora gained timely, data-driven insights from sources like customer support and app stores, helping teams prioritize issues, align stakeholders, and escalate the right problems faster. The impact was strong: Pandora reported a 20% improvement in its unitQ Score within 45 days, along with a 15% reduction in churn, a 10% reduction in support tickets, and an 18% boost in NPS.

Pandora

Jordan Golinkoff

Senior Manager of Quality of Service