How to automatically detect and fix pain points

Delivering a seamless user experience is key to keeping customers engaged and driving conversions. With Contentsquare, you can detect friction points, collect direct user feedback through Voice of Customer (VoC) surveys, and analyze both quantitative and qualitative insights to take action.

This guide walks you through tracking, understanding, and fixing digital experience issues using the full Contentsquare stack.

Step 1: Automatically Detecting Pain Points

Alerts

Set up real-time alerts to notify you when specific issues arise on critical pages or user flows. Act quickly to address problems that impact the user experience.

Learn more how to deploy a strong alerting coverage on your site

Dashboards

Create custom dashboards to monitor key KPIs in one place. Track campaign performance, team goals, and page health to spot issues.

Here are few examples of different types of Dashboards, representing some common use cases for KPI monitoring:

Dashboards for E-Merchandising 

Dashboards for Category performance

Dashboards for Acquisition channels 

Frustration score

The Frustration Score automatically detects friction by analyzing behaviors such as erratic clicks or mouse movements. Use this score to prioritize fixes and enhance the user experience.

Monitor Frustration Over Time with Dashboards

• Track Frustration Scores – Set up a Dashboard to monitor Frustration Scores on individual pages over time, helping you spot recurring issues.
• Segment Frustration Levels – Group users by frustration level (e.g., medium frustration = score between 10-40) and analyze how these groups affect key goals like conversions or engagement.
• Visualize Trends – Use line charts to track frustration over time. Choose different percentiles (e.g., median or 90th percentile) for a clearer view of user frustration.

Learn more about using the Frustration score in Dashboards

Detect Issues & Take Action

• Assess Impact – Check how higher frustration scores affect important actions, such as completing a purchase or signing up for an account.
• Set Up Alerts – Create notifications to alert you when frustration levels spike, so you can address issues as they arise.
• Use Session Replay – Watch real user sessions with Session Replay. Filter by Frustration Scores or specific frustration factors (like Rage Clicks) to watch where users are getting stuck and why.

See how Session Replay helps uncover friction

Step 2: Implementing Voice of Customer (VoC) Surveys

Create and Deploy VoC Surveys

Gather direct user feedback through tailored surveys, such as NPS, satisfaction, or custom questions. Target specific segments or behaviors for more relevant insights.

• Access VoC Module – Go to the VoC section in Contentsquare.
• Design Your Survey – Choose from multiple question types and set targeting rules for optimal survey placement.
• Deploy & Monitor – Launch surveys and track responses in real-time.

Learn how to create a survey

Segment Survey Responses

Analyze user feedback by segmenting responses (e.g., happy vs. dissatisfied users) to compare their behavior and assess the impact on KPIs.

Learn how to segment customer happiness.

Step 3: Analyzing Survey Responses

Common VoC use cases

Prioritize Optimizations Using NPS

1. Compare your segments based on the survey responses (e.g., 'Detractors' vs. 'Promoters') in Impact Quantification on the following metrics:

• Detected opportunity: Are the results statistically significant? Is there a difference between the conversion rates of the two segments? What’s the value of converting NPS Detractors into Passives or even Promoters?
• Goal conversions (E-commerce or another set goal) and actual transactions (Revenue and Median cart): Do the Promoters have a higher conversions or not? Are they more likely to reach a specific goal or not? Are they more likely to transact or not? What revenue are they generating? How high/low are their carts?
• Other UX metrics (Bounce rate, Average Page views, Average session time): Are there any observable differences in how the two segments consume the site? Are the Detractors experiencing a higher bounce rate, indicating certain friction? What about their browsing depth? Are the Promoters viewing fewer or more pages? Are they spending less or more time on the site, which might indicate smoother journeys?

Example of an analysis in Impact Quantification: Users leaving a low NPS score are 95.5% less likely to convert. Converting the detractors to promoters could result in an additional revenue of $315,495.

Identify conversion issues and blockers

1. In Journey analysis, compare your segments based on on the survey responses (e.g., 'Easy navigation' vs 'Difficult navigation') and look at the following:

• Most common paths after visiting the Landing page.Did the navigation of your 'good segment' show interest in key pages such as product pages, list pages, etc.? Is your 'bad segment' displaying sudden drops or looping behavior? Are they encountering unexpected error pages that may cause frustration?
• Paths after a specific page. If you noticed an issue with a particular page, examine the journeys after this page. Are there any looping behaviors or sudden exits?

Tip! If there are no observable differences between the navigation journeys of your segments, consider using Session replay to identify pages with blockers.

Example of a Journey analysis: Comparing the journeys of users leaving positive vs. negative feedback who came to the site to activate their cards. The 'happy' users were able to activate their card in just one step and continue with their journeys. On the other hand, the 'unhappy' users got caught up in a loop between the 'Activating a card' page and 'Verification page'.

2. Size the frustration using the Impact Quantification module. After identifying the journey to optimize (e.g., error page seen after login), right-click on that specific journey and select 'Quantify.'

In the Impact Quantification module, compare the selected segment with users not experiencing the identified issue (e.g., 'Seen Login page, not seen Error page'). Compare both segments on the following metrics:

• Detected opportunity: Are the results statistically significant? Is there a difference between the conversion rates of the two segments? What’s the value of fixing the identified issue?

Step 4: Troubleshoot & Fix Issues

After identifying pain points and blockers, work with your IT or product teams to fix issues. Use Session Replay to see how users interact with problematic pages, and investigate further with

Error analysis or Experience Monitoring to understand root causes.

Go further

Want to learn more? Watch this on-demand webinar to discover how to detect and quantify site errors that are impacting your conversion.