Case Study: Admiral achieves proactive digital quality assurance with Contentsquare

How Admiral uses Contentsquare to optimize its digital quality assurance process

Admiral, an international financial services group, needed a better way to ensure its digital customer experience matched the service quality of its call centers. As the business shifted to a digital-first model, Admiral turned to Contentsquare’s Experience Analytics to strengthen online quality assurance across its website and proactively catch issues before they affected customers.

Using Contentsquare’s Session Replay and Journey Analysis, Admiral’s QA team now reviews 1,000-1,500 sessions a month and quickly escalates problems for optimization. This helped fix a quote-journey address issue that cut postcode errors from 69% to 3.5%, and overall QA outcome scores improved from 85% to 98%. With Contentsquare, Admiral has reduced complaints and can continuously improve digital journeys before customers are impacted.

Admiral

Helen Kinch

Head of Product for Proposition and Acquisition