Key features

Actual Experience analyses every infrastructure and application element in a digital supply chain. The digital experience quality analytics tell you what an end user would say about a digital product or service and why. It identifies and analyses any causes of impairment. It is now possible to understand exactly how customers, employees and partners experience the delivery of digital products and services every time they interact with them. A business can now deliver those products and services to a consistently to drive value and brand. The analytics as a service requires zero integration.

Actual Experience delivers the digital experience score and analyses where and how any impairment is being caused.

Digital experience score

The digital experience score is an outside-in, real time, data-driven view of what users would say about the quality of any digital services.

End user perspective

Supply chain analysis

Our technology analyses everything that impacts the experience quality across any digital supply chain, from point of provision to point of use.

End to end
Owned and 3rd party
Full quality history

Business benefits

Demonstrate value

Digital experience analytics deliver a data-driven score, similar to Mean Opinion Score (MOS), for the performance of all your products and services as they are experienced by your customers. You can demonstrate the value of your products and service and prove you are meeting SLAs, improving customer retention and renewal.

Deliver transparency

Digital experience quality analytics give your customers complete visibility and transparency of the managed services environment. They will be able to see the performance of all products and services and prove return on investment. Your customers will have a KPI that demonstrates their value to the business.

Improve all product and service quality

The digital supply chain analysis capability of Actual reduces resolution times and costs by identifying and analysing causes of degradation. The same capacity is used as a unique pre-launch testing tool to ensure products and services are designed and delivered right first time.

Improve customer experience

Monitor and manage the experience quality of all customer-facing digital properties from the point of view of the customer. Digital experience quality analytics help you improve customer experience and loyalty for both you and your clients by analysing the performance of all websites, customer portals and digital products.

The companies that are failing to deliver quality are losing customers and money. Find out what the digital leaders are doing to beat the competition.

Our Actual Quality initiative reveals the impact of the variability in digital experience delivered by digital properties and explains how Actual can analyse the entire digital supply chain.

This article, by Dan Baker, discusses the strategic importance of quality for Telecoms and why deploying a network of digital user bots is an attractive answer to the problem.

A Managed Service Provider defended its service and its reputation by using Actual Experience to identify the cause of impairments for an online banking service.

A broadband provider uses Actual Experience to improve customer experience and demonstrate return on investment of its new fibre network.

CIO, Adam Gibson, has changed the reputation and culture of the IT Department by using Actual Experience to get ahead of demand from internal customers.

Unlimited Digital Users

Digital Users (DUs) are lightweight software, deployed as close to the point of use as possible to represent user types for digital services. They receive instructions, make standard measurements to invoke different components of a digital service architecture, and send the results to the Analytics Cloud for processing. DUs are free and unlimited.

Analytics Cloud

An Analytics Cloud, based on decades of academic research and patented technology, receives data from the Digital Users to provide an objective score of digital experience quality. The analytics show how well any digital products and services are working right now and across time and why services are behaving that way. We charge by analytic volume.

RESTful API or Dashboard

Actual delivers the real-time analysis through RESTful APIs to dashboards on desktops, laptops, smartphones and tablets. The data is clearly and intuitively presented at the level required. Our analytics provides high level scores, full quality history and supplier behaviour, with all the detail from the supporting rich data.

Benefits for enterprise

Your enterprise customers can realise the value of Actual Experience in four key ways:

Improve customer experience

Actual Experience allows enterprises to monitor and manage the digital experience quality of every digital customer-facing property from websites to products to portals. Achieving a consistent digital experience quality ensures that every investment in digital design delivers more loyalty and revenue.

Enhance productivity

Enterprises use Actual to enhance productivity by improving the quality of every business critical service that their employees rely on to deliver success. Whether it is owned or managed services, commissioned by IT or not, your enterprise customers will be able to monitor and manage digital experience quality and uphold SLAs.

Ensure ROI of digital investments

Actual allows enterprises to test and benchmark the digital experience quality of every product and service to ensure that every investment in digital delivers improvements to the business. Service Providers can help their Enterprise customers to ensure that any new product or service will work better for every user, in every location, every time.

Demonstrate value

Actual provides enterprises with a new Board-level KPI that IT can use to demonstrate the value of digital to the whole business. By presenting an agnostic, data-driven score of the digital experience quality of digital products and services, Actual creates a new currency for enterprise IT departments to match profit and loss and Net Promoter Scores.

Find out how to integrate digital experience quality analytics into your offer to customers.