VOICE OF CUSTOMER (VoC)
Turn feedback into action with real-time behavior.
Stop guessing what customers mean. See it, understand it, fix it. Quantum Metric VoC captures feedback in context, connects it to real behavior, and enables you to act in the moment.
Always-on customer understanding across every journey.
Know the “why” behind every experience.
Connect feedback and sentiment directly to session replay and behavioral data, so you can see exactly what happened and why customers feel the way they do.
See beyond the silent majority.
AI-powered modeling predicts sentiment for the 98% of users who never respond, giving you a complete, unbiased view of your entire customer base.
Act in real time, without manual effort.
Automatically trigger workflows, alerts, and in-product interventions to resolve issues as they happen and prevent them from impacting more customers.
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.
Detect sentiment, uncover emerging issues, and surface trends automatically, while predicting sentiment for the silent majority with our AI insights engine.
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 and trigger automated workflows, alerts, and in-product interventions, closing the loop from insight to action without delay. 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 experience tied directly to behavior and 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.
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?”
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 your team’s needs and the maturity of your VoC program. Traditional VoC tools often support broad use cases like offline and in-store feedback programs, large-scale market and panel research, and enterprise-wide VoC governance. Quantum Metric VoC is purpose-built for digital experience optimization, connecting feedback to behavioral data and session replay, quantifying impact, and enabling real-time action. Many organizations use Quantum Metric VoC alongside existing VoC platforms to enhance digital journeys with behavioral context and in-the-moment activation, while others use it as a more complete replacement for digital VoC workflows.
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. Surveys can be triggered based on real-time behavioral signals like frustration, abandonment, or low engagement, without requiring 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.
Can VoC act on issues automatically?
Yes. VoC detects friction in real time and can trigger alerts, workflows, and in-product interventions, closing the loop from insight to resolution automatically.
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.
