Contentsquare × Admiral
Contentsquare x Admiral, proactive digital QA cuts error rate by 95%
Postcode error rate reduced from 69% to 3.5% (a 95% decrease)
Reactive to proactive quality assurance
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Why it works
The case study earns its headline metric: a specific error rate dropping from 69% to 3.5% is concrete and attributable. The before-state is clearly described as reactive complaint-driven detection, and the mechanism (Session Replay scoring plus Journey Analysis to diagnose and fix the postcode issue) is explained in enough detail to replicate. The story sits at the edge of Efficiency and New Capability because Admiral genuinely could not do proactive digital QA before, but the framing leads with fixing a specific friction rather than announcing a net-new motion.
Steal this
The outcome-scoring system that bridges the QA team and the product team is a transferable process model: assign each session a numeric score, escalate low scorers, and resolve within a two-week sprint. This gives a reader a concrete operating rhythm to copy, not just a vague 'we used analytics'.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Contentsquare's published work; we link to the source and lead with our analysis.