Case Study: Korean Air boosts app rating and fixes issues faster with Quantum Metric

Korean Air improves app store rating from 2.9 to 4.6

Korean Air partnered with **Quantum Metric** to improve its digital experience as it worked to become a more customer-centric airline. After launching a new app, Korean Air saw lukewarm app store reviews, lower-than-expected adoption, and rising call center volume, while its existing analytics tools could not explain what was happening in depth across web and app.

Using **Quantum Metric’s** session replay and experience analytics, Korean Air quickly identified and reproduced issues, including a payment confirmation error affecting about 2% of visitors. The team fixed problems in hours instead of days, reduced investigation time from over two days to a matter of hours, improved app stability, and lifted its app store rating from 2.9 to 4.6.

Korean Air

Kenny Chang

Executive VP and CMO