Quantum Metric Launches Voice of Customer to Close the Gap Between Listening and Action

New solution unifies feedback and behavioral data in a single system, helping enterprises understand, quantify, act on, and measure customer signals in real time.

MONUMENT, CO. — September 16, 2026 — Quantum Metric, the leader in agentic digital analytics for the enterprise, today introduced the general availability of Quantum Metric Voice of Customer (VoC), a solution that connects customer feedback directly to behavioral session data. Built on Quantum Metric's data foundation and powered by Felix AI, the VoC solution automatically surfaces sentiment, issues, and trends across feedback, ties them to the sessions behind them, and quantifies impact so teams know what to fix first. Teams can then intervene in the moment, whether through an automated response, workflow escalation, or direct fix, and confirm the outcome with behavioral data, not the next survey.

"Customer feedback is a gift, and enterprises have more opportunities to listen to their customers than ever before," said Mario Ciabarra, CEO and Founder of Quantum Metric. "The gap is between listening and action. A customer tells you something's wrong, and that comment goes to a different team, in a different tool, on a different timeline. By the time someone connects it back to what happened and decides it's worth fixing, the moment has passed. We built Quantum Metric Voice of Customer as one platform, feedback and behavior together, to give the customer context that lets enterprises understand, size, and act on a customer issue while there's still time for it to matter."

What problem does Quantum Metric Voice of Customer (VoC) solve?

Despite continued investments in customer feedback channels like customer surveys, new benchmark research from Quantum Metric found that half of consumers haven't given a brand direct feedback in the last six months, citing their feedback doesn’t matter. Added to this, the majority of digital leaders surveyed in the same research noted that less than 25% of all customer feedback actually leads to any action today.

Quantum Metric VoC starts from a different place than typical surveys. It uses the context provided by its existing data set that captures roughly 2,700 times more data than traditional web analytics tools, to help teams intentionally launch surveys where they need greater clarity into the customer experience. The VoC solution is also built natively into the Quantum Metric platform, making it simple for any enterprise team to access and interpret customer feedback and then size the issue across its customer base to know if action is needed.

"Before Quantum Metric, our feedback lived in a platform we didn't even own, so by the time we got an answer, the moment had already passed," said Maria Robledo, Optimization and Insights Lead at MasOrange. "The old pattern was that we saw an issue, but didn't know what was happening until weeks later. Now, when one customer tells us something is wrong, we immediately know why, how many people it affects and can quantify the impact. That speed and clarity changed how we operate and respond to customer frustration."

How does Quantum Metric VoC help enterprises understand, quantify, and act on customer feedback?

Quantum Metric VoC includes three connected capabilities that enable teams across the enterprise to:

• Understand and contextualize feedback with behavioral insights. Surveys, chat, support tickets, and contact center interactions are all stitched to session behavior. Intelligent targeting means teams ask only when they need to, using existing behavioral triggers like rage clicks or payment page hesitation to prompt a question at the right moment.
• Quantify and scale customer sentiment to account for the silent majority. One comment can be used to reveal thousands of similar sessions. Look-alike modeling extends sentiment analysis to the silent majority, and every issue is sized against real revenue and user impact.
• Act in real time, with resolution inside existing workflows. Automated workflows trigger the moment a behavioral pattern is detected. It routes the issue, along with replay evidence and quantified impact, directly into the systems teams already use, such as Jira, Slack, or Salesforce. This closes the loop from detection to resolution to validation.

"Customer feedback channels should always be a dialogue between the consumer and the brand," said Mark Treschl, General Manager of Voice of Customer at Quantum Metric and cofounder of OpinionLab. "That means the brand needs to be able to respond in the moment, with the right context. Our ability to make customer feedback immediately actionable changes where and how it can be used within a digital enterprise, expanding beyond support triage to product testing and experience optimization.”

How does Quantum Metric VoC fit into existing digital tech stacks?

Quantum Metric VoC is designed to work alongside existing survey and feedback tools. It can add behavioral context to programs already in place, or serve as a full replacement for teams ready to consolidate onto one platform. Integrated directly with Felix Agentic, digital enterprises are able to surface feedback analysis in minutes, rather than hours.

Beta partners across enterprise industries have already seen early success in contextualizing customer feedback and uncovering previously silent frustrations within their experience. Outside of traditional customer support needs, brands have also used Quantum Metric VoC to:

• Test new product releases by pairing experimentation and micro surveys
• Partner with brand teams to increase feedback on review sites commonly cited by AI
• Help contact center teams detect struggle early enough to prevent a call before it happens

Quantum Metric VoC capabilities are being developed in partnership with enterprise design partners and will continue to expand throughout 2026 as they become more deeply integrated with the Quantum Metric platform and Felix Agentic.

Watch the launch event.

Quantum Metric is sharing a full look at Voice of Customer, including a live product demo and a customer interview with MasOrange, during a virtual launch event today at 8am PT/11am ET. To register to watch live or catch the recording, visit: https://www.quantummetric.com/events/quantum-metric-voc-launch-2026

About Quantum Metric

Quantum Metric is the leader in agentic analytics for the enterprise. The company provides the industry's most complete digital experience data, helping enterprises understand why customer behavior changes and act with the required speed and confidence for today's digital demands. Combining the industry's richest, most actionable data set with agentic AI, Quantum Metric delivers a simple, contextual understanding of customer behavior, technical signals, and impact as it relates to unique business goals and objectives. Global enterprises rely on Quantum Metric, with the company supporting billions of digital interactions each month and reflecting insights from roughly half of the world's internet users. For more information, visit www.quantummetric.com.