Quantum Metric Reviews

Quantum empowers my team to have proof of customer friction, errors and experiences that are not working against requirements. Removing this from being a battle that delays stakeholders from taking actions. Being able to quickly move from validating an anecdotal issue to being able to size it to inform the business prioritization of it is priceless.

There is a significant level of work required from a broad group of stakeholders to build out effective dashboards, as well as understand how the metrics and KPIs measure up against other standard company data sources and views. Also, having an ability to pull in other company metrics & experiences that happen post-digital interaction could really make the tool 10x a powerful and get higher engagement. Example for Comcast is NPS and Calls and Chats, post digital experiences.

Gaining visibility into what customers see and experience in digital, illustrating more than a data set can and subsequently driving more action across a broad group of stakeholders that build and maintain the myriad of our digital systems.

The intuitive and ever-changing design that allows for great uses.

That I didn't learn about it sooner! In reality, there is nothing that I can say I dislike about Quantum.

The biggest problem that Quantum helps us at BMO solve would be user-experience related issues.

Playing the replays of customer journey to understand the customers journey.

There is nothing to mention as I love it

understanding customer complaints and taking necessary actions.

The ability to instantly quantify the impact of an error is a significant differentiator. It enables product teams to make data-driven prioritization decisions. Is it a problem for 1 or for many?

Sometimes views do not return results you know they should be. Occaisionally it's user error (wrong filters applied) but sometimes not, and it requires a page refresh to see the right results.

Support: troubleshooting issues and getting to resolution more quickly. Product development: identifying friction points and areas for improvement to deliver better experiences.

Quantum has been a game changer for our business insights and analytics, not only is their platform easy to use and intuitive but their customer success team is a great partner and consistenly is advising us on findings and engaging our team.

The only downside is that it takes commitment and resources to ensure you are getting the most out of the platform, you need champions from business, analytics and IT but with those champions, this platform is a great addition to your tech stack.

Quantum allows us to easily monitor our digital channels, finding pain points and opportunities to continuously improve our customer journey. Every change we've made has added value.

Quantum Metric stands out amongst its competitors due to the incredible white glove service they provide their customers. They are always available to assist with anything you might need - everything from configuration requests, to complex platform questions, to just giving a second eye on something you might be working on.

It is quite a robust and powerful platform and can sometimes be challenging to learn - but the team does a great job teaching clients the ins and outs of the platform.

I plan to use Quantum Metric to understand user behavior and the user journey in the Xfinity Assistant tool (the team is in the final stages of implementing the QM tag in XA).

Quantum Metric is a very powerful tool that takes the guesswork out of understanding the customer experience. It allows us to actually see what the customer experienced when looking into an issue, and also allows us to identify optimization opportunities.

Areas for improvement is that it is not available in all of our customer flows and the PII blocking could get better so that we're only blocking words that are relevant to PII and not field descriptions or anything else that would allow us to understand the experience.

QM helps us differentiate between a defect, user error and optimization opportunities. We use replays to understand the customer journey and also use heat maps to understand where improvements can be made or where there is room for making the journey more straight forward for the end user.

Easy to navigate and intuitive site, access to data that was previously not available.

Takes some time to get to custom events working as expected, but the team is very helpful in this aspect.

QM gives a view of the customoer journeys, which can then be optimized. It also highlights any errors encountered.

- It is a very useful tool for finding friction on the website

- Can watch a replay of the customer experience

- Ability to create custom events for specific points on a website

- Visual Dashboard is a bit buggy and outdated

- It helps solve customer friction through metrics and replays

- Can help with AB testing and seeing what features works

I believe the replays are the most usefull part of this tool! It allows us to troubleshoot and see in real time what our customers are facing! The interface makes it very user friendly and it is easy to navigate!

I think the thing that I dislike the most is that the opportunities assume too much. Although they are good directionally, they are overinflated in the $$ we will gain by "fixing" this issue. I find myself constantly having to remind the people who access those opportunities that they need to take them as directional only. I wish they would be a little more accurate in the $$ associated with them.

QM us helping guide us in making better business decisions. Its also helping to be there and confirm that we have made the right updates to our user experience.