VOICE OF CUSTOMER (VoC)
Turn feedback into action with real-time behavior.
Quantum Metric VoC connects what customers say with what they actually experience. When feedback signals a problem, see what happened, understand how many customers are affected, quantify the business impact, and automatically trigger the right action.
Always-on customer context across every journey.
Know the “why” behind every experience.
Connect feedback and sentiment directly to real behavior, not just a replay, but the full pattern of clicks, errors and signals across every session, uniting what customers do with what they tell you into one customer context, so you see exactly what happened and why.
See beyond the silent majority.
Felix Agentic’s look-alike modeling instantly finds every customer who feels the same way as the ones who spoke up, then automatically quantifies the revenue and user impact, giving you a complete, unbiased view of your entire customer base, not just the 1-2% who respond.
Act in real time, without manual effort.
Automatically trigger workflows and alerts, and reach the exact customer who's struggling with an in-the-moment message, so issues get resolved as they happen instead of after the fact.
How Quantum Metric VoC works.
CONNECTED SOURCES
Unify every customer signal.
Capture feedback from surveys, chat and call transcripts, reviews, social, and contact center data. Structured and unstructured sources are analyzed together to give you a complete picture of the customer experience.
BEHAVIORAL FEEDBACK
Capture feedback in the moments that matter.
Trigger feedback based on real behavior like frustration or drop-off. Every response is tied to session replay for full context.
AI-POWERED INSIGHT
Understand sentiment at scale, instantly.
Felix Agentic detects sentiment, uncovers emerging issues, and surfaces trends automatically, then uses look-alike modeling to predict sentiment for the silent majority who never respond.
IMPACT QUANTIFICATION
Prioritize what matters most.
Connect feedback directly to user, session, and revenue impact so teams can make confident, data-driven decisions.
CLOSED-LOOP ACTION
Resolve issues as they happen.
Detect friction in real time, trigger automated workflows and alerts, and reach the customer who's struggling with an in-the-moment message while your team builds the permanent fix. Built natively into the Quantum Metric platform, no tagging or integrations required.
Value across teams.
Digital Leaders
Give every team real-time visibility into customer context, behavior plus feedback together, tied directly to business impact, so you can prioritize the initiatives that drive the most value.
CX and VOC Teams
Modernize VoC programs with AI-powered analysis of structured and unstructured feedback, moving beyond surveys to continuous, contextual customer listening and real-time action.
Analytics & Insights Teams
Eliminate manual analysis and scale trusted, explainable insights by connecting behavioral and feedback data in a single, governed platform.
Ops & Contact Center Teams
Detect struggle in real time and intervene before customers pick up the phone, so every save shows up as fewer contacts and lower cost-to-serve, not just a better CSAT score.
Solve the most critical experience questions for your industry.
Retail
“Why are customers abandoning checkout—and how much revenue are we losing?”
Travel
“Where are users dropping off in booking flows, and what’s causing it?”
Financial Services
“What’s driving frustration in account opening, and how widespread is it?”
Insurance
“Why are customers failing to complete quotes, and what should we fix first?”
Telco
“Which journeys are creating friction and leading to failed activations?”
Healthcare
“Why are patients abandoning scheduling or intake, and what's causing it?”
Hear what your employees are really saying—and doing.
Bring feedback from surveys, calls, and chats into one place, and connect it directly to the moment things went wrong, so you can fix problems before they spread or keep your adoption from happening.
Check out Digital Employee Experience
Frequently asked questions about VoC.
What makes Quantum Metric VoC different from traditional VoC tools?
Traditional VoC tools rely on surveys and reactive reporting. Quantum Metric VoC connects feedback with real behavioral data, predicts sentiment across all users, and enables proactive, real-time action, turning feedback into a continuous system for insight and execution.
Does Quantum Metric VoC replace our existing VoC platform?
It depends on where you are today. If you're staying on your current platform, Quantum Metric VoC sits alongside it, adding behavioral context, silent majority modeling, and real-time action that survey-only tools can't provide, and can even ingest your existing survey data and match it to session behavior. If you're ready for something built for digital experience from the ground up, Quantum Metric VoC becomes your system of record, connecting feedback to behavior, quantifying impact, and closing the loop in real time.
How does VoC predict sentiment for users who don’t respond?
AI models analyze behavioral patterns and feedback signals to infer sentiment for the silent majority, giving you a complete, population-level view of customer experience.
Can we trigger surveys without engineering support?
Yes. Because VoC runs on the same Quantum Metric tag you've already deployed, there's no new implementation or re-tagging required. Surveys can be triggered based on real-time behavioral signals like frustration, abandonment, or low engagement, and launched without engineering resources.
How does VoC quantify business impact?
VoC connects feedback directly to user behavior, sessions, and revenue, allowing you to measure how issues affect conversion, engagement, and business outcomes.
How does VoC turn a detected issue into action?
You define the rules for how issues get escalated, whether that’s an alert to your team, a workflow into tools like Jira or ServiceNow, or a message shown to the customer on the page itself. VOC handles the detection and routing so nothing slips through the cracks, but your team sets the guardrails for what happens and when.
How quickly can we get started?
VoC is built natively into the Quantum Metric platform, so you can start capturing, understanding, and acting on feedback immediately without additional setup.
How does Quantum Metric VoC capture feedback in the right moments?
VoC uses targeted segments and behavioral triggers—like frustration signals, abandonment, or low engagement—to capture feedback at the most relevant points in the journey. This ensures higher-quality responses and more actionable insight.
What types of feedback sources can VoC unify?
VoC brings together surveys, chat and call transcripts, reviews, social feedback, and contact center data, combining structured and unstructured inputs into a single, unified view of the customer.
How does VoC help teams prioritize what to fix first?
VoC connects sentiment and feedback directly to user impact and revenue impact, so teams can clearly see which issues matter most and prioritize based on measurable business outcomes.
