Case Study: Domestic & General boosts conversion and resolves payment errors with Quantum Metric

Domestic & General uses real-time data to meet digital OKRs

Domestic & General, a financial services company, wanted to drive online growth by improving website conversions, but an underperforming email campaign revealed a frustrating error on the payments page. Using Quantum Metric alongside Google Analytics and session replay, the team needed to quickly understand why customers were hitting a payment error that was creating friction in the purchase flow.

Quantum Metric helped Domestic & General identify that the issue was caused by an incorrect back-end configuration for certain products and incomplete email capture in the data platform. With detailed technical insights and session replays, the team isolated the API 500 error, shared it with developers, and resolved it within hours rather than days. The fix impacted about 7% of users, eliminated 1.8k lost plan instances, and supported the company’s goal of increasing conversion by 17%.

Domestic & General

Vicki Chan

Senior Digital Analyst