Case Study: Udemy improves user feedback management and product quality with unitQ

Udemy - Customer Case Study

Udemy, a global online learning platform for individuals and organizations, wanted to improve its Voice-of-the-Customer program and better understand feedback across support channels, app reviews, social media, and surveys. Before unitQ, much of the feedback was one-sided and harder to categorize deeply enough for product and engineering teams to act on quickly.

With unitQ, Udemy centralized and classified feedback into granular issue types, added sentiment analysis, and used alerts, charts, and AI summarization to spot trends and emerging problems in real time. unitQ helped Udemy identify a new issue with course certificate translations, enabling the team to work with engineering and address it in an upcoming sprint, while also reducing ticket coding time from days to minutes and improving cross-team adoption of feedback insights.

Udemy

Ciara Courtney

Senior Project Coordinator