Case Study: Canadian Tire Bank boosts digital experience and new applications with Quantum Metric

How Canadian Tire Bank reduced acquisition costs, while boosting new applications

Canadian Tire Bank needed to improve the digital experience for both online and in-store customers, but its existing customer insights were slow to analyze and made it hard to react quickly to friction in the journey. Using Quantum Metric’s digital analytics platform, including data capture and visualization plus session replay, the bank set out to better understand customer frustrations and the “why” behind drop-offs in key funnels.

Quantum Metric helped Canadian Tire Bank quickly identify issues such as failed ID verification in the credit card enrollment process and measure the impact of those friction points. The bank then introduced new verification options like SecureKey and Verify.Me, which improved credit card acquisition throughput, drove a 31% YoY improvement in the credit card application funnel, reduced CPA by 50%, and helped increase successful credit card applications by 40%.

Canadian Tire

Zhen Jiwa

VP of Product, Growth, and Acquisition