Experience Metrics

TABLE OF CONTENTS

• Overview
• Zooming
• Rage Click
• Rage Key Press
• Refreshing
• Chaotic Movement
• Chaotic Scrolling
• Dead Clicks
• Bounce Back

Overview

Experience Metrics in CUX provide you with all of the most relevant data regarding your visitors' overall experience on your website. CUX's algorithm detects user behavior patterns that may indicate technical or usability issues (points of frustration) on your website and presents them in the form of various Experience Metrics. These metrics are designed to help you identify pages and areas that could potentially cause user frustrations and to understand the user behaviors that trigger them. 

Where to find Experience Metrics 

Experience Metrics are the key to uncovering users’ frustrations, identifying the optimization opportunities, and improving conversions. That’s why you’ll find them in various places in CUX, such as:

1. Dashboard
Here you will see only those Experience Metrics, that are the most relevant for the goal you’ve selected to be shown on a Dashboard.

2. Experience Metrics tab
This page provides an overview of Experience Metrics based on your collected data. Each metric displays the percentage of visits with that pattern, its distribution over time, and offers a list of URLs where this pattern occurs most frequently. Each presented URL also gives information about the device, visit count, and links to recordings and heatmaps. Please note that heatmaps are only available for specific Experience metrics like Rage Clicks, Dead Clicks, and Zoom.

3. Goals
In the Goal section you'll discover all the most important information about visits that have met the goals, including Experience Metrics. You’ll find them in Experience tab, where you'll see the same list of patterns as in the Experience Metrics tab. The data presented on widgets, however, is specifically based on visits within the selected Goal.

4. Heatmaps 
A heatmap displays the most significant actions of users on your pages in a graphical format. These actions are based on events such as clicks, link clicks, or mouse movements. In addition to these events, you will also find here some Experience Metrics, including Rage Clicks, Dead Clicks, and Zoom. It is important to note that a heatmap for any type of event can only be generated if the are a sufficient number of those actions. You can further filter heatmaps using Experience Metric filter on the Heatmaps page or navigate directly to the heatmap of a selected metric using dedicated icons in the Events column:

4. Visit Recordings
Visit recordings offer a more detailed view of individual user sessions on a website. They record and playback the entire user path, including all user interactions and Experience Metrics. When one of the Experience Metrics is detected, you’ll notice it marked as a pink indicator on the CUX player’s timeline. You can also filter recordings using the Experience Metrics filter. Tip: When you use the Experience Metrics filter in combination with an 'Any page' filter, CUX will filter for you recordings where the selected pattern occurs on the selected page.

Zooming

The Zoom widget displays the number of visits exclusively on mobile devices in which visitors had to zoom in or out on your website's content.

Example

In this example, you can see that a Zoom occurred in 2.01 % of visits. Below the graph, you can find the pages where zooming occurs most frequently, along with information about the device and the total number of zoom events that have ever occurred on that specific page.

To view the areas of the page your visitors are zooming on, click 'VIEW' to access the heatmap, or 'SHOW' to see a list of recordings where this Experience Metric occurred on the selected page.

What is Zooming on a Website?

Zooming is happening when you make things bigger or smaller on a website (like text, pics, and graphics) by pinching or spreading your fingers on your phone's screen.

Why Do We Zoom on a Website?

People zoom for all sorts of reasons, like when text or images are too small, when they need to hit tiny checkboxes, or when the website isn't really designed for mobile devices. Sometimes, they just wanna take a closer look at the images.

Why Should Website Owners Care About Zooming?

Zooming might mean your visitors aren't having the best time on your site. It could be a sign that your content isn't as easy to access as it should be.

Rage Click

The Rage Click widget displays the number of visits during which a Rage Click was detected. A Rage Click occurs when a visitor clicks several times in a very short time span. A Rage Click can be an indicator of the user being frustrated or confused by the design of your website.

Example

In this example, you can see that a Rage Click was detected in 0.64% of all visits. Below the graph, you can identify which page versions generate the highest number of Rage Clicks.

To understand what exactly triggers frustration in your visitors, you can view either the heatmaps or recordings of visits, during which a Rage Click was detected.

What is Rage Click on a Website?

A Rage Click is when users keep clicking or tapping a part of a website (like a button, link, or image) because they're frustrated or annoyed.

Why Do We Rage Click on a Website?

People Rage Click when they're fed up with things like slow-loading pages, unresponsive features, or having trouble finding the info they need.

Why Should Website Owners Care About Rage Clicks?

Rage Clicks can mean your users are having a bad time on your site, which might lead them to leave. It could also point to accessibility, and usability, and technical problems.

Real-World Rage Clicking Example:

Imagine someone's trying to buy something on a website, but they haven’t selected all the required product parameters, such as size or color. This may be because those features are hard to notice or the layout of the product page is misleading, and the user believes they made all selections. If after a few clicks on the 'Add to Cart' button, nothing happens, it's a clear sign of issues with the checkout process. Frustrated, they might start rage-clicking the 'Add to Cart' button, getting more and more annoyed, and perhaps even giving up on the purchase altogether.

Rage Key Press

The Rage Key Press widget displays the number of visits during which a visitor quickly and frequently pressed keys on their keyboard.

Example

In this example, you can see that Rage Key Presses were recorded in 3.06% of all visits. Below the graph, you can see which pages generate the highest number of visits with Rage Key Presses. Please note that this metric is desktop-only.

To understand what exactly caused this behavior, simply select “SHOW”, in order to view the visits during which the rage key press was recorded.

What is Rage Key Press on a Website?

Rage Key Pressing is a type of user behavior that occurs when people quickly and chaotically press numerous keys on their keyboards in frustration.

Why Do We Rage Key Press on a Website?

Users may Rage Key Press on websites due to frustration with slow page load times, unresponsive website features, or difficulty finding the information they need.

Why Should Website Owners Care About Rage Key Press?

Rage key pressing is a warning sign of a negative user experience and can lead to users abandoning the website. It also suggests accessibility and usability issues on the website.

Real-World Rage Key Press Example:

Imagine someone is trying to submit a contact form using the Enter key on a keyboard, but because of a technical issue, the page becomes unresponsive. After one or two attempts, the user may become frustrated and start rage-pressing Enter because of frustration.

Refreshing

The Refreshing widget displays the number of visits where the content on your website was refreshed, either by user or automatically - as a result of some user actions.

Example

In this example, you can see that Refreshing occurred in 0.55% of all visits. Below the graph you can see which pages were refreshed by the visitor, and how many events took place.

To understand the reason why your visitor had to refresh the content, view the recording of the visits by pressing 'SHOW'.

What is Refreshing on a Website?

Refreshing is a user behavior that occurs when users reload a webpage right after it has loaded or keep reloading the page repeatedly in short intervals. We consider at least 3 page loads within a time frame of less than or equal to 5000 ms.

Why Do We Refresh a Website?

Users may Refresh a website due to slow page load times, page elements not loading correctly, or misplaced or misaligned parts of the page. Some page elements, such as photos, graphics, and links, may not have loaded correctly or at all, and users may hope to see these elements in their proper places.

Why Should Website Owners Care About Refreshing?

When users keep Refreshing a website, it's a clear indicator that they're experiencing a negative user experience. It can mean the website is not performing well and may cause users to leave the website or reduce their engagement. This, in turn, can negatively impact the website's overall success and hinder its ability to achieve its primary goals.

Real World Refreshing Example:

Imagine someone changing the quantity of products in a cart by clicking the '+' button. After each added item, the page automatically reloads itself. After 3-4 of such reloads, the user may become too frustrated and will be less willing to make another purchase in this shop, especially if the cart page loads slowly and there’s no other way to change the product quantity.

Chaotic Movement

The Chaotic Movement widget displays the number of visits where chaotic computer cursor movements were detected. Chaotic Movements happen when visitors become lost or confused, leading them to move around the page frantically.

Example:

In this example, you can see that chaotic movement occurred in 0.11% of all visits. Below the graph, you can see on which pages users performed chaotic movement and how many of events took place.

To understand what exactly evokes frustration in your visitors, you can view recordings of visits, during which a chaotic movement was detected.

What is Chaotic Movement on a Website?

Chaotic Movement is a type of user behavior on a website where users make a lot of mouse movements during a single visit. These movements may not follow a logical path and indicate a lack of focus or confusion on the part of the user.

Why Do Users Exhibit Chaotic Movements on a Website?

Users may exhibit Chaotic Movement on websites when they are confused, lost, or unable to find the information they need. They may move the mouse in different directions without a specific goal.

Why Should Website Owners Care About Chaotic Movement?

Chaotic Movement can be a warning sign of a negative user experience, suggesting that users are not able to navigate the website easily. It can also indicate that users are unable to find what they are looking for, which may lead to increased bounce rates and decreased engagement on the website.

Chaotic Scrolling

Chaotic scrolling refers to a user rapidly scrolling up and down a page, often indicating confusion or a lack of interest.

Example

In this example, you can see that the Chaotic Scrolling pattern was recorded in 0.59% of all visits. Below the graph, you can see on which pages and devices Chaotic Scrolling occurred most frequently.

To understand what exactly caused this behavior, simply select “SHOW”, in order to view the visits during which the Chaotic Scrolling was recorded.

What is Chaotic Scrolling on a Website?

Chaotic Scrolling is a user behavior metric that provides valuable insights into how users engage with your website content. This pattern is observed when a user rapidly and haphazardly scrolls up and down a web page. It's like someone flipping through a book's pages randomly without reading the content.

Why Do We Engage in Chaotic Scrolling on Websites?

Chaotic Scrolling often indicates confusion or a lack of interest in the content, making it crucial to understand why users exhibit such behavior.

Why Should Website Owners Care About Chaotic Scrolling?

Chaotic Scrolling might mean your visitors are having a hard time navigating through your page or content. It could indicate that your content is lacking crucial information or is somehow misleading to users.

Dead Clicks

Dead click happens when clicking an element produces no action on the page due to technical issues, errors, or mistaking static element as clickable. 

Example

In the example below, you can see that Dead Clicks happened in 3.85% of all visits. Below the graph you can see which pages and devices have the highest number of visits with this Experience Metric.

To see which parts of the page your visitors are dead clicking on, click 'VIEW' to see the heatmap or 'SHOW' to see a list of recordings, both with this Experience Metric happening on the selected page.

What is a Dead Click on a Website?

Why Do We Dead Click on Websites?

Bounce Back

Bounce back is registered when a user navigates to a page on a website and then quickly returns to a previous one.

Example
In this example, you can see that Bounce Back happened in 0.64% of all visits. Below the graph you can identify the devices and pages responsible for the Bounce Back, along with the number of  visits associated with this Experience Metric.

To understand the reason why your visitors had to bounce back from certain pages, view the recording of the visits by pressing “SHOW”.

What is Bounce Back on a Website?

Bounce Back is an experience metric that sheds light on user interactions and their satisfaction with your website's content. This behavior occurs when a user visits one page on your website and quickly returns to a previous page. It's like someone entering a store, taking a few steps, and immediately turning around to exit.

Why Do We Bounce Back on Websites?

Bounce Backs can be triggered by various factors, including poor content relevance, slow loading times, or a lack of intuitive navigation.

Why Should Website Owners Care About Bounce Backs?

This behavior is indicative of users encountering issues, dissatisfaction, or a lack of relevant information during their initial interaction. By analyzing Bounce Back rates, you can gain valuable insights into areas of your website that may require optimization, ensuring a more seamless and engaging user journey.

Real-World Bounce Back Example:

Let's say you have a travel booking website, and a user lands on a destination page for a popular vacation spot. However, after a few seconds, they click the "Back" button or use the website's navigation to return to the homepage. This bounce back behavior suggests that the user did not find the information or options they were looking for, possibly due to a confusing layout or insufficient details about the destination.