The Frustration score in Journey analysis enables you to quickly identify if user frustration is leading to specific site exits, while also pinpointing pain points and sources of friction that could hinder your users' engagement.
How to use Frustration score in Journey analysis
1. Go to Journey Analysis.
2. To get to the Site Exit details panel, highlight the journey you're interested in and right click on the arc that represent your exit page. When the shortcut menu opens, select the 'Understand site exit' option.
3. In the panel that opens you will get and overview of the selected journey context by having devices and traffic sources that contribute most to a specific page's exit.
Learn more about using Journey analysis and understanding site exits
4. To get to the detailed Frustration score breakdown, click on the 'Frustration' tab at the top of the panel.
The top panel provides a summary of the key insights for the selected journey, including details on the frustration score and level of frustration for the top most frustrated users.
With this analysis, we focus on the sessions that followed the specific sequence (e.g., page A - page B - page C - page D - page E, where E is the last page before exit). Within these sessions, we prioritize the pageviews on page E, rank their associated frustration scores, and showcase the highest frustration score, such as the 10th highest.
As seen in the above example, the 1% most frustrated users on this journey have a frustration score greater than 6. This analysis considers sessions following the Home page - PDP (last page before exit) sequence. We rank and display the highest frustration scores (e.g., top 10) among the pageviews of the PDP within these sessions.
The pie chart below presents the percentage distribution of different types of frustrations based on pageviews, providing a detailed breakdown of frustration categories.
5. To delve deeper into the identified issues, use the available shortcut options at the bottom of the panel:
- Click on the 'Play' button and jump to Session Replay
- Click on the 'More actions' CTA and 'Quantify this page group/journeys to this page group' to jump to Impact Quantification
- Click the 'More actions' CTA to create a segment of users visiting the selected page group/following specific journeys and continue your analysis with other Contentsquare capabilities.