Friction Score

Identify where your website visitors are struggling - instantly

Always know where to focus your efforts for immediate impact.
A table of recordings filtered after the friction score "very unhappy" showcasing that if a user recording scores significantly above the average of a website this is marked with tags and sad emojis.
"Great tool to for finding customer journey friction in the buying process"
Josh S
Director of Marketing and Technology
Graphic showing how different friction events inform Mouseflow's Friction Score
Automatically rank your website's sessions

Time, like money, needs to be spent wisely. Prioritize your iterations according to tangible evidence.

Mouseflow’s proprietary Friction Score averages the level of satisfaction of your website visitor based on +7 friction events to give you immediate insights to convert user frustration into revenue-driving opportunities.

No extra configuration needed.

Leverage Friction Score and events on all features
  • Uncover behavior patterns from frustrated users through session replay and heatmaps
  • Understand how frustration impacts your revenue through conversion funnels and form analytics
  • Fire feedback surveys when users experience rage-click to ask them specifically what they need, or recover potentially-lost conversions when a user triggers a submission error on your form.
Get your Friction Score nowLeverage Friction Score and events on all features
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Let your users' struggles become your ultimate weapon

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Frequently asked questions

More questions? We have answers.

Mouseflow’s Friction Score is a proprietary value that quantifies the user’s level of frustration from their website experience. It is calculated based on the occurrence of the following friction events in relation to your website’s overall experience:

  • Click-errors
  • Click-rage
  • Bounce
  • Mouse-out (when the cursor leaves the tab)
  • Speed-browsing
  • Custom-friction

You can find out more about different friction events in this article.

The higher the Friction Score, the more frustration the user suffered during their website session. 

The average Friction Score is different depending on the type of website. You can learn the industry average Friction Score for your website type with Mouseflow. Add a trend view tile on your dashboard, and on the bottom right corner you will see the Industry Avg. Friction Score for your website type. Hover over it, and you will get your website’s avg. Friction Score, too.

Comparing your score with the average Friction Score for the industry can help you determine how optimized your website user experience is.

Mouseflow highlights Friction Score for each of the recorded sessions, or for each of the pages on your website. You can find the respective scores in the Friction column in the Recordings list, or in the same column in the Heatmaps list.

You can filter your recordings and heatmaps based on the Friction Score, and check out those where the Friction Score is higher than the average for your website. That helps you identify areas that could use improvement.

If there is an unhappy smiley next to the recording, or if there’s a red or yellow number in the friction column in the heatmap section, it means that the Friction Score for this particular recording or heatmap is high.

Check out the help center to find out more about leveraging Mouseflow’s Friction Scores in recordings and in heatmaps.

The optimizations that would make sense for your particular website should be determined based on the exact element or exact friction events that the user experiences.

However, there are several best practices that you can follow to reduce website friction and improve the overall user experience.

  1. Make sure the website structure is clean, and the user can easily navigate between relevant pages.
  2. Make sure the user gets the feedback they expect from interacting with different elements on the website. Say, if multiple users try to click an element, likely they expect it to be clickable, so it’s good to make sure it in fact is.
  3. Provide relevant information on the pages of your website, so that the user gets everything they want from your website.
  4. Revisit your website’s Friction Score on a regular basis to make sure you’re providing a great digital experience for your users.

You can find out more about the website navigation best practices that reduce website friction on our blog.

Eliminating website friction points and thus reducing the frustration can help you create a better user experience for your users. A better user experience means that it’s easier for the users to achieve their goals on your website.

If your goals are aligned with the users’ goals, improving the website Friction Score helps you drive conversions to signups, demos, cart completions, etc.

Different behavior analytics tools use different names for the score they calculate based on the various website friction or user frustration events that get recorded during a session. The way the score is calculated also varies, so the numbers from different tools cannot be directly compared. Different scores take different events into account. Mouseflow uses its proprietary technology to calculate Friction Score.

Friction Score, digital experience score, frustration score – or whatever the other names for it are – is a value that gives you an idea about how smooth the user’s experience is while browsing your website.

Filtering out recordings or heatmaps with high friction or low can highlight the pages or elements where the users have the most issues, and where their frustration level was quite high.

Mouseflow’s Friction Score is based on a variety of friction events, taking into account not only click-rage and scroll patterns, but also events such as mouse-out, speed-browsing, and JavaScript error tracking that are not considered in some other scores. This makes Mouseflow’s Friction Score a comprehensive solution to understand visitors’ behavior and the problems they face.

What really makes Mouseflow’s Friction Score stand out is that you can set up custom friction events that are most relevant to your particular website, be it facing a 404 page, custom javascript errors, or something else. Customizing friction events is unique to Mouseflow, and it allows you to get exactly the data you want from your users’ website interactions.

No, Mouseflow users can only see the level of Friction Score for the sites they’ve added to Mouseflow, and the industry average Friction Score for the respective type of websites. It is not possible to see your competitor’s Friction Score, and it’s just as well not possible for them to see yours.

Some other tools offer their own scoring for website friction events, be it customer frustration score, struggle score. Mouseflow is one of the best.

Mouseflow’s recent accolades include:

G2 (Spring 2024): Leader, Momentum Leader, Fastest Implementation, Most Implementable, Best Usability, Best Results, and Best Relationship.

Capterra Shortlist for Web Analytics Software 2024

GetApp 2024: Category Leader in Web Analytics, Heatmaps, and Website Optimization Tools

Mouseflow’s recent accolades include:

G2 (Spring 2024): Leader, Momentum Leader, Fastest Implementation, Most Implementable, Best Usability, Best Results, and Best Relationship.

Capterra Shortlist for Web Analytics Software 2024

GetApp 2024: Category Leader in Web Analytics, Heatmaps, and Website Optimization Tools

But you should decide for yourself — check out real user reviews on GetApp, G2, and Capterra and look at similar tools side-by-side with our handy comparisons to tools like Hotjar, CrazyEgg, FullStory, Contentsquare, VWO, lucky Orange, and more.