Because of Catchpoint, we haven't had a single incident in the past year and a half that we didn't discover in less than five minutes. So seeing a drop from two hours to five minutes is a pretty big deal for us.
Once the scope of the customer experience is understood, Qualtrics is able to set performance goals for each region. Using the Catchpoint platform, they run constant tests of both their first- and third-party infrastructure, which generate customized email alerts to ensure that they are made aware of any latency or performance degradations in real time.
In addition to collecting performance data, Qualtrics uses the Catchpoint platform to drill down into their test results to uncover the root cause of any performance issue. The advanced analytics features provided by Catchpoint allow them to look at performance data broken down by provider, region, or city in order to understand the scope of the issue.
Additionally, the various graphing capabilities and statistical value filters provide further insight into the nature of the problem. For example, the 95th percentile performance graph allows the Qualtrics operations team to view edge case issues where customers may not have the best possible experience, providing them with a starting point to troubleshoot these issues.
Further, they rely heavily on filmstrips and screenshot capabilities to get a visual representation of when the page becomes usable to a customer, seeing when a page loads versus when the server responds to a browser.
Qualtrics tracks the amount of time it takes to discover and resolve every single incident that affects customers. As a regular process improvement technique, they review these metrics monthly and develop action items for how to reduce the time to discover or the time to fix a problem.
Catchpoint gives them the ability to discover issues as soon as they happen, which results in faster resolution times for their customers and helps them hit their SLAs more consistently every month.
Prior to first using Catchpoint, Qualtrics had been unable to develop any sort of consistency in their time to discovery, which ranged anywhere from 10 minutes to two hours, depending on scope, location, and severity of the problem. Since using Catchpoint, however, there has not been a single issue that the Qualtrics operations team hasn’t been able to detect in less than five minutes.