Surface pain points, seize opportunities, and create experiences that resonate with customers and keep them coming back.
From conversion and revenue to customer satisfaction scores, proactively monitor and address customer friction and complaints fast to improve recover business opportunity and build positive customer sentiment.
Get ahead of customer issues and pinpoint and resolve customer friction with real-time monitoring and automated quantification.
Instead of guessing what customers are telling you, watch or replay the customer’s digital experience to provide a quick resolution.
With Quantum Metric experience analytics, align faster on customer needs and prioritize opportunities that will drive the most value.
A secure, high-fidelity, and detailed visual representation of every customer’s actions on your website or app, enabling teams to gain deep insights into customer behaviors, foster empathy, and establish a shared truth for better decision-making.
Our set of pre-built dashboard templates empowers your teams to effortlessly monitor and enhance top experiences across your complex digital customer journey, with instant KPI alerts and step-by-step insights within minutes, not weeks.
Elevate your website optimization by combining clickmaps, heatmaps, and scroll maps with a dollar value assigned to each click, providing actionable insights to optimize page elements and boost conversions.
Streamline automatic data capture and search of 300+ behavioral, technical, and business metrics, enabling real-time insights without the need for manual tagging, ensuring faster development and optimization for your teams.
Exploring experience analytics solutions takes time and energy. Save time and set yourself up for success with our guide.
Give every team a consolidated view — with errors, friction, opportunities — that starts from a comprehensive foundation of data.
Know when customers are experiencing confusing design or technical friction, how customers are navigating through your website or mobile app, and determine why a test won or failed with experience analytics data.
Monitor negative impacts after every release across every application, reproduce reported issues easily, and quantify the business impact of any error or API failure to prioritize or backlog. Know why customers bounce, understand audience engagement, and enhance campaign performance in order to maximize return on ad spend (ROAS).
See the digital experience from the customer’s perspective, diagnose the root cause of negative feedback, and with one click, quantify how many more customers had the same experience.
“Quantum Metric provides a single source of truth around the customer experience and everyone can see and understand the impact of a problem, and agree on what’s most important. Technology and business teams have genuinely been brought closer together through the use of Quantum Metric.”
Steven Teo / Head of Innovation and Digital Controls, Treasury & Payment Solutions
Digital experience analytics encapsulates a rapidly growing category with an evolving definition. Gartner defines digital experience analytics as “diagnostic insights into visitor activity and the CX…enabled by advanced analytics and machine learning, session replay and heat map technology.” Meanwhile, Forrester focuses on the capabilities that allow “experience design pros to log and analyze users’ interactions with interfaces, which may be high fidelity prototypes or in production.”
Digital experience analytics has evolved from the surveys of the past. Today, digital experience analytics involves capturing data from various touchpoints, such as websites, mobile apps, customer support, and kiosks. The data can include quantitative metrics like click-through rates, conversion rates, and time spent on a page, as well as qualitative data such as user feedback, sentiment analysis, and behavioral patterns. The collected data points are then analyzed to gain insights into customer behavior, preferences, pain points, and overall satisfaction. These insights help organizations identify areas for improvement, make data-driven decisions, and enhance the customer experience.
Digital experience analytics tools track specific interactions within and across sessions using heat maps or session replay, and aims to understand any struggles during an interaction, or what prevents a user from converting.
Product analytics is used to understand how users engage with a digital product or specific feature across multiple touchpoints or sessions to inform decisions about how to improve the product experience and increase product engagement and retention. Simply put, product analytics tends to focus on tracking the behavior of unique users across sessions, whereas experience analytics – while not always the case – tends to focus on activity within the session.
Experience analytics, which includes capabilities like friction detection and session replay, is a core component of the Quantum Metric platform, and we’ve built our platform to focus on critical needs for complex digital businesses:
When it comes to experience analytics, there are several metrics and Key Performance Indicators (KPIs) it can help improve:
Experience analytics can help answer a wide range of questions related to customer behavior, preferences, and overall experience. Here are just a few examples:
Experience analytics plays a crucial role in improving customer journey design by providing insights into customer behavior, preferences, and pain points. Here are a few sample use cases:
Schedule a demo of Quantum Metric to understand how to transform your digital strategy.
