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Quantum Metric is a versatile tool that is used by various teams within organizations to gain insights into customer behavior and improve …
Overview
What is Quantum Metric?
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers…
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Popular Features
- Heatmap tool (7)9.393%
- Click analytics (7)9.292%
- Scroll maps (7)9.090%
- Session Recording and Replay (7)8.888%
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What is Quantum Metric?
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience. The solution…
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- Tech Details
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What is Quantum Metric?
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience. The solution ultimately aims to help teams agree on priorities, build products customers love, and innovate with speed and confidence.
Quantum Metric Features
Customer experience management Features
- Supported: Product usage analytics
- Supported: Customer journey mapping
Results and Analysis Features
- Supported: Heatmap tool
- Supported: Click analytics
- Supported: Scroll maps
- Supported: Funnel Analysis
- Supported: Session Recording and Replay
- Supported: User Segmentation
Mobile Capabilities Features
- Supported: Responsive Design for Web Access
- Supported: Mobile Application
- Supported: Dashboard / Report / Visualization Interactivity on Mobile
- Supported: Mobile App Analytics
Quantum Metric Screenshots
Quantum Metric Video
Watch Introducing Atlas
Quantum Metric Integrations
Quantum Metric Competitors
Quantum Metric Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Mobile Web |
| Supported Countries | All |
| Supported Languages | English |
Quantum Metric Downloadables
- Case Study: How Canadian Tire Bank reduces friction within the digital journey to build customers for life.
- Case Study: How Korean Air wins customer hearts with real-time insights.
- Case Study: How UNTUCKit helped online shoppers of all sizes find the perfect-fitting untucked shirt.
- Case Study: How BMO reimagined the commercial banking digital client experience.
Frequently Asked Questions
Reviewers rate Heatmap tool highest, with a score of 9.3.
The most common users of Quantum Metric are from Enterprises (1,001+ employees).
Quantum Metric Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 5% |
| Enterprises (more than 500 employees) | 95% |
Comparisons
Reviews and Ratings
(55)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Quantum Metric is a versatile tool that is used by various teams within organizations to gain insights into customer behavior and improve the overall customer experience. Users have found value in its customizable dashboards and qualitative user research features, which allow for both quantitative and qualitative analysis of customer sessions. This software is particularly helpful in identifying issues or opportunities for improvement, as it helps teams monitor website errors, load times, track new features, and troubleshoot issues by reviewing customer interactions.
The software serves multiple purposes, including monitoring the health of websites and mobile apps, creating informative dashboards, analyzing statistics on website behavior, and identifying specific issues related to the customer experience. Users appreciate the session replay feature, which provides detailed insight into customer struggles and issues. This enables them to proactively replicate and address customer issues, ultimately improving the overall customer journey. Quantum Metric is widely used for digital analytics, reporting, and monitoring user sessions and trends. It also plays a crucial role in capturing and analyzing customer sessions to address experience problems promptly.
Furthermore, Quantum Metric is relied upon by users to identify user flows and bugs in the user experience. By leveraging the tool's capabilities, teams are able to make data-driven decisions that enhance the overall customer journey. Additionally, the software informs page design decisions and streamlines the customer experience by providing valuable analytics on user behavior.
In summary, Quantum Metric empowers organizations with actionable insights into their customers' online experiences. It offers a range of features that facilitate quantitative and qualitative analysis of customer sessions, helping teams identify issues or opportunities for improvement. Whether it's monitoring website errors or analyzing user flows, Quantum Metric provides valuable tools for enhancing the overall customer experience.
Intuitive User Interface: Reviewers have consistently praised Quantum Metrics for its intuitive and user-friendly interface. Many users have found it easy to navigate and perform tasks quickly, making their experience efficient and seamless. Customizable Dashboards: The ability to customize dashboards with a wide variety of cards has been highly appreciated by reviewers. This feature allows users to tailor the tool to their specific needs and preferences, enhancing their productivity and enabling them to focus on the most relevant data. Valuable Replay and Heat Mapping Features: Users have found great value in the replay and heat mapping features provided by Quantum Metrics. These tools allow reviewers to identify user pain points and frustrations easily. With these features being intuitive and easy to use, users can pinpoint usability blockers, assess overall engagement with different content on the page, and make informed decisions for improving the user experience.
Confusing User Interface: Some users have found the user interface of Quantum Metric to be confusing, not intuitive, and not always easy to navigate. They mention that it takes time to get used to the platform's layout and functionality. For example, the placement of certain features or buttons may not be intuitive, leading to a learning curve for new users.
Challenging Configuration: Users have mentioned that configuring Quantum Metric can be a challenge. They feel that it is not straightforward and requires some learning to set up properly. This complexity in configuration can make it difficult for users to quickly leverage the full capabilities of the platform and may require additional support or training.
Overwhelming Filter Options: Several users find the filter options in Quantum Metric overwhelming. The abundance of filter options can make it challenging for them to identify which attributes have data behind them or choose the most relevant filters for their analysis. This lack of clarity in filter selection can hinder efficient data exploration and understanding within the platform.
Users of Quantum Metric have made several recommendations based on their experiences with the tool. The most common recommendations include utilizing Quantum Metric's replay tool to capture user experiences and improve the application, reaching out to the support team for any questions and completing the training session to fully benefit from the tool, and leveraging the customer success team for support and resources.
Additionally, users recommend diving deep into Interactions and user sessions and utilizing the client success managers, trying Quantum Metric for higher client retention and better customer experience, understanding the ins and outs of Quantum Metric for valuable learning experiences, and using Quantum Metric with a combination of sound business intuition and data science expertise.
Users also suggest integrating Quantum Metric with other tools like Splunk, Adobe Analytics, and Hadoop, as well as using the support and data collected from Quantum Metric to improve digital platforms. Despite some slowness and unreliable data, users think Quantum Metric is an okay tool that provides valuable insight into the customer experience.
Attribute Ratings
Reviews
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October 22, 2019
Quantum Metric makes our work easier
Score 10 out of 10
Vetted Review
Verified User
We use Quantum Metric on a daily basis within both the eCom and IT teams. We watch reply sessions of every customer service issue sent to us from the CS team each morning. Then based on those findings, create tickets for IT to review and build fixes for any issues uncovered.
- Session review
- Issue reporting
- Custom alerts for known issue tracking
- Dashboard UX
- Reporting functionality
- User training
October 22, 2019
I love QM, it is a great tool.
Quantum Metric (QM) is of great use for us. It enables us to understand customer experience, get statistics, isolate issues and find opportunities. It is used by several departments within our organization, and almost for every customer issue we end up linking it to a QM replay to show how the issue is experienced and we use the network and request information to escalate to engineering.
- Replaying sessions
- Give statistics
- Network tab
- Sometimes losing some CSS makes it a challenge to see some replays
October 14, 2019
Great tool to expand your vision through customer eyes.
Score 9 out of 10
Vetted Review
Verified User
Quantum Metric is being used widely by the digital part of the organization. From regional product teams for analytic purposes to IT support teams supporting end-user issues and improving UX of WU digital products. It allows us to perform deeper investigation and analysis in customers' issues and helps us to find more bugs proactively in order to catch them before it affects our customers.
- "Live Replay" option allows us to discover issues faster and resolve them before it causes a big impact on end customers.
- "Search" option gives a lot of different options to select when building a search and that allows to create more accurate and focused search.
- Lots of different analytics options like "Funnels", "Reports" and etc. allows us to monitor and check the health of company services.
- "Search Users" option could be more intuitive. Sometimes it is hard to find the user by the options we have at the moment in the tool.
October 04, 2019
Best tool
Score 10 out of 10
Vetted Review
Verified User
I use it to identify customer problems they have with their JCP accounts. Our customers provide reviews via Foresee survey comments and detail any problems they have with our website. I read and watch the Quantum recordings associated with these issues daily, and if there are problems we can solve I forward them to our operations and customer service teams to make our customers happy again.
- Quantum allows me to see the problems our customers have trying to log in to their account. This is our biggest customer complaint.
- Customer could not see an order, it disappears from the cart. Our operations team can see what happened then go to Splunk and identify the problem.
- Customer needed help with shipping questions. If our customer wants free shipping, we can look at cart values and decide thresholds, to allow free shipping.
- Sometimes the recording is not available (rarely).
October 04, 2019
Wonderful tool and service!
We added Quantum tracking to our Digital Magazine Product landing pages, most of our digital Order Form Pages/Confirmation Page, and our online Customer Care page for TNY. This tool has grown from just being a Consumer Marketing tool so now being used across multiple departments at Conde Nast. Primarily we use this tool for Order Form Optimizations.
- Our Customer Success partner, Kelly - is amazing and one of the biggest reasons we wanted to continue using Quantum. She invests a lot of time with us!
- Opportunities area in the dashboard has been particularly useful in the UI. We have caught a few errors on our pages ahead of time that we have been able to correct on time.
- It's a tool that does take a little while to get used to and segmentation in the tool isn't always the most obvious
September 08, 2019
A unique tool for anyone looking to understand the inner workings of the customer experience
Score 9 out of 10
Vetted Review
Verified User
Quantum Metric is being used across the whole organization. The program helps us identify specific issues related to the website and mobile app. It provides insight and a closer look at the customer experience.
- The support has been phenomenal.
- Cutting edge technology.
- Transparency and a drive to provide better insight and accountability.
- Some missing functionality
- Updates
- Turnaround
September 03, 2019
Business Critical Tool and Excellent Customer Support
Score 10 out of 10
Vetted Review
Verified User
Quantum Metrics has been one of the best tools I have ever used. Being able to see customer sessions and replays has been extremely eye-opening for identifying customer pain points and issues to having a better understanding of the customer experiences and product finding methods on our site. Additionally, our Quantum Metrics account management team has gone above and beyond in their level of service by helping build dashboards, tag new events, quantify errors/issues and understand the full customer journey.
It is used throughout the company from the IT team in monitoring cart and checkout alerts to category merchants looking at heatmaps to see a page's performance and engagement. Quantum Metrics has become a business-critical tool we use on a daily basis, and I personally learn something new about our site or our customers every time I watch a session.
It is used throughout the company from the IT team in monitoring cart and checkout alerts to category merchants looking at heatmaps to see a page's performance and engagement. Quantum Metrics has become a business-critical tool we use on a daily basis, and I personally learn something new about our site or our customers every time I watch a session.
- Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website.
- Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience.
- Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test.
- It would be great if we could see some of our sessions for a long time period.
- Had to see heatmaps for modals that live throughout the site such as navigation or search bar.
August 27, 2019
Quantum Metric, more addictive than Netflix
Score 9 out of 10
Vetted Review
Verified User
I've been using Quantum Metric for a couple of month now and we already identified and fixed multiple pain points for our customers. The tool is mainly used by product and UX but is also integrated in our Customer Service processes to better support our customers, if they report issues to us. Quantum Metric has become an important tool for us to get better insights into our customers behavior.
- Cross platform user recordings, one tool fits all (iOs, Android, mobile Web and Desktop)
- Identifying possible frustration and Rage Clicks - one of my favourite ways to find pain points in our products.
- Jira integration - it is easy to directly create tickets from QM in Jira and share a recording with the team so it starts right before the issue happens.
- The filter options can be overwhelming and it is not always easy to identify which attributes actually have data behind them
August 27, 2019
Transform your customer experience
Score 10 out of 10
Vetted Review
Verified User
QM is one of the tools that my team uses day in / day out for troubleshooting customer issues, replaying customer session and finding various technical issues experienced by our customers. Its a go-to tool not just for the replay session feature but also for daily reporting, and funnels. QM has taken a giant leap in integrating with other tools such as Amplitude, TopBox, Splunk, Evergage etc. We have been able to troubleshoot a wide range of issues affecting the customers and make changes in our user interface, product design, and content. Seamless integration with the web and app.
- Filter for specific events, errors our customers received and seeing the overall impact.
- Integration with other tools.
- Fast replay.
- QM team takes feedback and help resolve issues faster and also implement new features.
- Dashboard and reporting.
- Alerts.
- Reporting on specific customer segments.
- Retention of customer replay sessions for a longer duration.
Quantum Metric has become a critical tool in our organization. It has been deployed on a combination of external applications and internal applications, mainly C2C but also B2C and B2B applications, providing us with insights as to how the applications are being used. This tool has been powerful in helping to identify customer struggles, but also to discover use cases that we hadn't envisioned until we started looking at not only the customer behavior but also the system data that supported the user session.
- Easy implementation and integration. Since Quantum Metric is java-based, this has removed the dependency on supporting and managing SDKs and infrastructure.
- Quantum Metric UI is extremely intuitive and allows the majority of users to use the tool efficiently without a ton of training.
- Quantum Metric continues to expand its feature list and capabilities. I've worked with many other tools, and it's amazing how quickly new features are deployed.
- Quantum Metric is taking a lead in integrating its tool with other vendors.
- Quantum Metric's data extract and reporting capabilities are limited. I would like the ability to better define data extract properties.
- Quantum Metric's funnel charts could be improved, mainly in the UI area.
August 20, 2019
Quantum Metric is one of the best tools on the market
Score 10 out of 10
Vetted Review
Verified User
Quantum Metric has
become one of our main go-to tools which we use for monitoring the performance
of websites/apps as well as troubleshooting customer experience related technical issues. The session replay feature gives us very
good visibility and detailed insight into customer struggles and issues.
- Session replay.
- Data analysis and dashboards.
- Intuitive user interface.
- The session replay data could be stored for a longer period of time.
We have been using Quantum Metric for few months now. Initially it's being used by Product and UX teams to understand our customers' top pain points and to determine our next set of roadmap items. Over time we plan to fully roll it out to our QA teams and customer service teams (where we can actually see recordings to validate the customer issues). One particular use case we are doing it to validate the post release QA to see live customers interact with any new feature.
- Opportunity Analysis- This particular feature helps us to prioritize which of the glitches/enhancements to focus on from a list of million possibilities. Having a dollar value for each possible fix drives clear business value.
- Error occurrences - Usually we have separate APM tools to determine the tech issues. QM gives us one snapshot view for all the tech errors and combined with user recordings it makes life of PM easy to get the fix done.
- Rage Clicks - Usability is a big concern for platforms like ours which serves users across multiple type of devices. What are the possible usability blockers which causes customer to abandon the journey is highly useful.
- Search Anything - There's a top bar which is intutive and I can search anything from a event name to order confirmation number which is great!
- Running multivariate tests using QM. As more and more companies are moving towards testing approach, setting and running a test quickly and accurately will be good enhancement.
- Integrations with other monitoring tools like Runscope/pagerduty/new relic
August 16, 2019
Tool that helps you understand your online business, internal systems and the customer
Score 10 out of 10
Vetted Review
Verified User
Quantum Metric is used across the whole organisation ranging from analytics, IT, eCommerce teams and merchandisers. Quantum Metric allows us to surface issues in a timely manner as tagging of issues is quick and being able to see videos allows us to validate tags. We have been able to troubleshoot a wide range of issues affecting the customer ranging from top funnel such as inventory availability and bottom funnel such as issues while checking out on certain device/browser combinations.
- Tracking of complex issues takes minutes, with other analytical tools it would take a hours or days of development work to set up tracking of certain events.
- Integration with Big Query, this allows us to look at large data sets in conjunction with other analytical tools.
- Integration of events and errors within videos allows for validation of events and also allows for better understanding of own website in an easy to consume format, example being able to see API's firing on different pages.
- Minor UI changes like ability to annotate within events and errors to keep history of issues within the interface.
- Wishlist - widgets for mobile to keep track for important events around the clock.
August 16, 2019
Customer Experience Swiss Army Knife
We use Quantum Metric (QM) on our eCommerce website which is available on desktop and mobile devices. QM helps us understand customer behavior, identify struggles and determine where we can make improvements. We've been able to find critical drop offs in conversion rates for various parts of the site and prioritize bug fixes and updates. I have been involved with the team at QM in creating customized dashboards and tracking events. These have given us insight into user trends that we had no way of getting through any other tool (we use several other analytical tools). The replay feature has been extremely useful. We have been able to see consumer struggles at a personal level and diagnose issues much more quickly. Currently the Ecommerce and IT teams use QM extensively, but I have also been an advocate for using QM through all teams, eCommerce, Marketing, Brand, UX, Finance, and IT.
- Interactions tab that shows a heatmap. Includes conversion rates based on interactions with different aspects of the page.
- Customization of funnels (although not all users can do this)
- Watch user playback including in real time
- Customize-able dashboards with a large variety of cards
- Reports & alerts allowing automation of important metric updates
- Ability to share links with others easily including searches and replays
- User interface takes some time to get used to, not totally intuitive (search, creating dashboard cards, etc.)
- Not all functions are available to all users and takes time to get proper permissions (pro and con)
Score 9 out of 10
Vetted Review
Verified User
We use Quantum Metrics on our Mobile App, Mobile Website, and desktop website, to understand our customers' behavior, identify the hidden struggles and issues that they face, and to prioritize the identified problems or opportunities. All the verticals within the Product Management team use it for quantitative research, using the heavily customizable dashboards, or for qualitative user research, by analyzing customers' session playbacks.
- Highly customizable dashboards.
- Unique cross-platform video playback capabilities.
- Helps in Prioritizing identified issues.
- It makes crash analysis easier due to Crashlytics integration.
- Mobile app heat maps are not available
August 08, 2019
A great tool providing customer insights and analytics
Quantum Metric makes it easy to understand and troubleshoot issues, hence gives us the ability to find out and address customer frustrations. Not only can we review all customer interactions with our platforms, but we can also easily see stats and reports on how often such issues occur giving us an overall picture of our products' performance and customers' behavior.
- Quantum Metric highlighted usability issues and bugs that were not noticed nor reported before.
- We can filter for specific errors our customers received, see the overall impact, and act accordingly.
- We can understand how our users are interacting with our platforms, when and how do they convert, and what the possible causes of abandonment are.
- Filtering is a little complicated.
- It is easy to get lost while navigating on the platform, especially if looking for a specific issue.
August 06, 2019
Like an extra member of our team
Implemented QM for our outlet eCommerce business. It is primarily being used by the sit managements team to explore UX issues to understand user pain points. Additionally, the team has found great value in leveraging the tool to understand and research user errors and site functionality errors and issues.
Having QM has solved the issue our team had of quantifying potential opportunity/errors thus helping for business case development and prioritization. Additionally, it has been incredibly useful being able to leverage heat maps and user replays to help communicate with development and UX teams when addressing issues and enhancements.
- Assessing and quantifying value of specific events.
- Event tracking.
- Customer service/success help and guidance.
- Replays and heatmaps.
- Amount of information available through QM can be overwhelming... deciding where to start.
May 25, 2019
QM way to go!
We have used it as a real user monitoring tool. We utilized it for identifying customer struggles, quantifying impact, and conversion associated with promotions or any issue.
- Data analysis
- Replays
- Technical details need to be more organized.
- Segregation of features by user group example: business users, technical users, analytics users.