Quantum Metric launches VoC platform linking feedback to session data
Quantum Metric launched its Voice of Customer platform, which ties customer feedback to behavioral session data, after a benchmark study found 50 percent of consumers hadn’t offered direct feedback in the past six months. The company says most digital leaders admit that less than a quarter of all customer feedback results in tangible action, a gap the new tool aims to close.
The VoC platform automatically surfaces sentiment, issues and trends across feedback and links them to prior session recordings. It quantifies the financial impact of each issue so teams can prioritize fixes based on revenue at stake. Automated workflows can send the analyzed data, including impact scores, to existing tools such as JIRA, Slack, and Salesforce. Non‑technical users can view sentiment and financial impact within a single environment, enabling cross‑departmental resolution without changing current processes.
“Customer feedback is a gift, and enterprises have more opportunities to listen to their customers than ever before,” Mario Ciabarra, CEO and founder of Quantum Metric said.
“Customer feedback channels should always be a dialogue between the consumer and the brand,” Mark Treschl, general manager of VoC at Quantum Metric and co-founder of OpinionLab said.
Despite ongoing investments in survey channels, Quantum Metric’s benchmark study showed that half of consumers had not given direct feedback in the past six months. Most digital leaders surveyed said fewer than a quarter of feedback led to action. The company said its VoC platform solves this issue by uniting feedback and behavior.
What we know
50 percent of consumers haven’t offered direct feedback in the past six months
less than a quarter of all customer feedback results in tangible action
VoC platform automatically surfaces sentiment, issues and trends across feedback, then ties it to prior sessions
It then quantifies impact, so brand teams know what issue to fix first
Automated workflows then send relevant data, including quantified impact, to tools your teams already use such as JIRA, Slack and Salesforce