Introduction
Frustration score indicates the level of frustration a user encounters while:
- Browsing on a particular pageview.
- During their whole session.
Use Frustration score to:
- Quickly identify the pages or whole sessions where users encountered the most friction so you can prioritize their investigation
- Reduce investigation time by visualizing the issues with Session Replay for faster fixes
- Monitor Frustration score over time to track UI/UX improvements
Frustration score thresholds
The higher the score (from 1-100), the more UX friction encountered.
Session level Frustration score |
Pageview level Frustration Score |
Color |
0-35 |
0-10 |
Grey |
36-65 |
11-40 |
Orange |
>66 |
>41 |
Red |
Red, orange, and grey Frustration score examples
Start using Frustration score
The frustration score is displayed on Pageview level, Page Group and Session level.
Frustration score at a Pageview level
1. Go to Session replay
2. Click 'Pageview' from the 'Showby' filter. The pageview replays will be displayed and each listed with a color-coded Frustration score.
- Use the 'Score column' to filter frustration score from highest to lowest or lowest to highest.
- Use the other columns to sort by duration and date.
- You can also narrow down your analysis by filtering specific page events, user IDs, IP addresses, and custom User Identifiers. You can limit the session replay results by the session duration, the number of pageviews seen, or by showing only the latest replays.
3. Click on the score you want to investigate further.
4. View a detailed breakdown to see all the frustrations users encountered while visiting the page.
5. Click 'See Replay' to view a real user session where users encounter the frustrations listed.
6. You'll be redirected to watch replays for that page using the replay player as shown below.
Frustration score at a Page group level
1. Go to Insights.
2. Select a mapping and set your Analysis context. You can add an existing goal to or set a new goal.
2. To identify page groups with potential for improvement, refine your search results by utilizing the Filter & Sort insights side menu and selecting the 'By page group' option.
- This filter allows you to dig deeper into the performance of specific pages and identify page groups with potential improvements by evaluating their Frustration scores. Higher scores indicate greater opportunities.
3. Beneath the filter menu, you will find a summary of the page optimization potential and insights. This summary is presented through the number of insights, page group Frustration score, as well as the overall impact on traffic, lost conversions, and missed opportunity.
4. Drill down into the different insights, monetize their impact on your conversion goals and revenue, and watch Session Replay to visualize the user interaction generating the insight on your site.
Read this article to learn more.
Frustration score at a Session level
1. Go to Session replay.
2. Select the show by Session option in the 'Show by' drop-down menu.
3. Use the 'Score column' to filter frustration score from highest to lowest or lowest to highest. Use the other columns to sort by duration and date.
4. Click on the score you want to investigate further and get a detailed breakdown to see all the frustrations users encountered during their session.
You can drill-down and get an understanding of:
- Meaning of the score
- Session details (e.g., session length, device, user id, browser)
- Type of encountered friction and the percentage split, ranked by their impact
- Type of encountered friction with its exact timestamp
5. Click 'See Replay' to view a real user session where users encounter the frustrations listed.
6. You'll be redirected to watch replays for that page using the replay player as shown below.