Frustration score is available on Growth, Pro and Enterprise plans.
Frustration score helps you identify users that experienced the highest level of friction and prioritize areas of focus based on your biggest opportunities.
Frustration score is available on:
- pageview level
- page group level
- session level
Frustration score at pageview level
The Frustration score at a pageview level indicates the level of frustration a user encounters while browsing on a particular pageview.
Frustration score at page group level
The Frustration score at a page group level surfaces an aggregated level scores of all the page views within the same page group to determine the frustration score of the whole page group.
Frustration score at session level
The Frustration score at a session level surfaces an aggregated level of scores of all page views within the same session, determining the frustration score of a whole session.
How the Frustration Score is calculated
Contentsquare tracks different types of friction across your site and, through an AI-based algorithm, automatically surfaces the most relevant issues ranked by their business impact. Its exact formula and calculation are trade secrets.
However, when calculating each score, we adhere to the following principles:
List of detected frictions
The Frustration score at a session level is mostly based on the aggregation of the pageview's scores linked to a user's session. However, it is also enriched by unique session-specific indicators such as looping index, page consumption and average pageview score.
See below the full list of frictions identified at a pageview and a session level:
Frustration score (Pageview level / Session level) |
Friction type |
Friction description |
Pageview level and Session level | rage click |
An element was clicked at least 3 times in less than 2 seconds. |
Pageview level and Session level |
|
An element was clicked at least 3 times. |
Pageview level and Session level |
|
The user did not click on the page, meaning he might not have interacted with the page. |
Pageview level and Session level |
(for those CS users with Digital Experience Monitoring) |
A JS error occurred on the page (yet not because of the user interacting with the page by clicking). |
Pageview level and Session level |
(for those CS users with Digital Experience Monitoring) |
A JS error occurred on the page after the user interacted by clicking. |
Pageview level and Session level |
(for those CS users with Digital Experience Monitoring) |
An API error occurred on the page (yet not because of the user interacting with the page by clicking) |
Pageview level and Session level |
(for those CS users with Digital Experience Monitoring) |
An API error occurred on the page at most 2 seconds after a click |
Pageview level and Session level |
|
An element was hovered at least 5 times with a total hovering time of at least 3 seconds. |
Pageview level and Session level |
|
A button was clicked at least 3 times. |
Pageview level and Session level |
|
A field was clicked at least 3 times. |
Pageview level and Session level |
|
The page took at least 3 seconds to load. |
Pageview level |
|
No clicks and hover for more than 10 seconds on the page. |
Session level only |
|
The proportion of same urls visited during the session (meaning the user is doing backs & forths) |
Session level only |
|
Proportion of pages where the user spent less than 2s and did less than 2 clicks. |
Session level only |
|
Average pageview score from all pages of the session |
Scoring calculation rules
- Each friction (listed above) impacts the score independently of the others and with different weights.
- The score is computed using a machine learning algorithm trained on sessions with real user feedback. The algorithm involves a decision tree that evaluates all frictions listed above.
- For session level Frustration score, we take into consideration frictions on all page views in the session, and cross page view friction as well. If the pageview is not watchable (it is either less than <2s in duration or contains <2 events) it is not included in the score.
When to use the Frustration Score
The Frustration score is made to:
- Identify areas of frustration based on their impact on experience, conversion, and revenue
- Quickly surface the replays that bear most issues and quantify their impact to prioritize action
- Monitor UI/UX improvements by comparing the score of the same page over time