Voice of Customer '26: Everything Quantum Metric just launched.

Most Voice of Customer programs run on the same assumption: if you ask nicely enough, customers will tell you what's wrong. In practice, they don't.

Response rates on traditional surveys sit at 1-2%, which means 98% of customers never give feedback at all. And even where feedback does come in, only 19% of VoC teams say they can turn it into real action (Forrester, 2025 State of Feedback Management Survey). Our own 2026 Customer Voice Benchmark Report tells the same story from the customer's side: half of consumers haven't given a brand feedback in the last six months, and 1 in 3 say they don't feel heard by digital brands at all. The result is a program built to listen that mostly hears silence, and a to-do list that never quite becomes a fix.

On September 16th, we introduced Quantum Metric Voice of Customer, built to close that gap.

Rather than making surveys nicer, we started from a different question: what if you didn't have to wait for someone to answer at all? We built the release around three things VoC teams need to do better: understand what customers are telling them in the context of what they actually experienced, quantify how widespread those experiences are, and act on what they find.

If you caught the live event, consider this your recap. If you missed it, here's everything that's now available.

Understand: Behavioral context.

Feedback means more when you can see what it's connected to.

Behavioral feedback & survey platform with zero engineering lift.

Traditional surveys interrupt everyone and convert almost no one. The Behavioral Feedback & Survey Platform flips that: feedback requests trigger off actual behavior, like rage clicks, extended dwell time, or an abandoned checkout, so you ask only when it's likely to matter. Every response comes back fully branded and in context, and is automatically stitched to session replay, so responses can be viewed alongside the behavior that preceded them

If you’re a Quantum Metric customer already, this is built on the same QM tag your team already has deployed. No re-instrumentation, no separate survey SDK to install.

Analyze feedback.

Today, understanding how a launch is landing often means bouncing between a reviews portal and a separate survey tool to piece together one picture. Analyze Feedback brings both into a single workspace: blend third-party reviews with first-party survey feedback, keyword-search and sentiment-sort across all of it, and trigger inventory or content actions directly from what you find, without switching tools to do it.

Quantify: Silent majority.

The loudest 2% of your customers aren't the whole story. This is how you hear the rest.

AI insights.

Every login surfaces what's emerging across every connected voice source, automatically, before anyone goes looking for it. Felix AI is what makes this possible: it groups verbatims into themes without any manual taxonomy work, and lets you click into any one of them to pull up the underlying replay or size the issue against Quantum Metric's full behavioral dataset. In practice, that can mean a small handful of survey comments pointing you toward tens of thousands of sessions experiencing the same friction silently. A handful of survey comments can become the starting point for understanding how broadly the same friction appears across the digital experience..

Quantification & business impact.

Feedback is qualitative by nature, which has always made it hard to prioritize against anything with a dollar figure attached. This capability changes that: sentiment gets predicted for the 98% of customers who never respond, and issues can be quantified in users, sessions, and revenue impact, so teams can prioritize on evidence instead of whoever complained loudest.

Act: Agentic closed-loop.

Insight and prediction only matter if something happens next.

Closed-loop action & intervention.

Detecting an issue is only useful if teams can do something about it. It's no longer enough to detect an issue or predict who's affected. Closed-Loop Action & Intervention helps teams move from detecting friction to doing something about it. Depending on the use case, that can mean alerting an internal team, escalating work into systems like ServiceNow, Jira, or Salesforce, delivering targeted in-app guidance or messaging, or recommending a next best action. Teams can then track what happened after the intervention and measure its impact, helping connect customer feedback to outcomes such as repeat contacts, cost to serve, and retention.

Foundation: Platform enablement.

Guided self-service & enterprise governance.

None of the above is worth much if it takes months of engineering time to stand up. Guided Self-Service reuses the QM tag you already have live, with standardized metrics, question libraries, and governance built in, so teams can author, launch, and manage surveys and feedback intercepts with minimal IT dependency. For existing Quantum Metric customers, that means Voice of Customer activates on infrastructure that's already deployed, with no new tagging project required to get started.

What to explore next.

Every capability above is generally available today. A few ways to dig in further:

Watch the recording: catch the full VoC '26 launch event, available now to everyone who registered.

Tour the VOC platform: see how Understand, Quantify, and Act come together in this interactive product tour.

Read the benchmark report: see how customer listening programs stack up against the numbers behind this launch.

Ready to kick things off?

Talk to our team. Schedule a personalized discussion and walkthrough of our Voice of Customer solution.

Watch a live demo. Join a regularly streamed demo of our top features and use cases.

Browse the VoC product page. Review platform capabilities and use cases at your own pace.