Struggle and Experience Scores
By analyzing dozens of action types and behavioral patterns, Glassbox's proprietary Struggle Score Engine helps you understand each visitor's struggles and how they affect their experience. The Struggle Score Engine analyzes the correlation between the dozens of touchpoints comprising each user's unique journey and its impact on their overall experience, allowing you to act on each user experience with confidence.
Additionally, you can apply Struggle Scores as filters across all Glassbox modules to pinpoint high-struggle journeys or low-struggle sessions, enabling targeted improvements that reduce points of friction and optimize customer experience.
Glassbox also provides a customizable Experience Score feature that allows you to score the behaviors and events in each session that are important to your business goals and workflows. The Experience Score complements the Struggle Score by incorporating elements from the journey that indicate a positive or a negative experience. For instance, clicking on 'request support' could be scored to indicate an overall customer experience issue, even if no digital struggle was encountered.
Struggle and Experience Scores enable you to:
- Identify and reduce friction points
Use Struggle Scores to pinpoint areas where users encounter difficulties, such as complex navigation, slow page load times or confusing forms. Address these issues to improve user experience and reduce abandonment rates.
- Enhance customer satisfaction
Use Experience Scores to understand the elements that contribute to a positive or negative experience. This insight helps you enhance your website or app design, making it more user-friendly and increasing customer satisfaction.
- Optimize business outcomes
Apply Struggle and Experience Scores as filters to identify high-value sessions and prioritize improvements that can increase conversions and revenue. This allows you to act on key insights and optimize customer experience with precision.
Example of Using Struggle and Experience Scores:
An online retail company might use Struggle and Experience Scores to analyze the product search and purchase process. The business can use Struggle Scores to identify where customers encounter difficulties, such as repeated dead clicks or long focus times. Experience Scores can measure the overall satisfaction of customers who complete the purchase process versus those who do not.
For example, the company might discover that many customers struggle during the product search step. Using Struggle Scores, the business can identify issues such as poor search functionality or lack of relevant results. By improving the search experience, the business can reduce friction and increase the likelihood of customers finding and purchasing products.
Overall, Struggle and Experience Scores are valuable tools that help you see better data, learn necessary actions sooner, and act faster to optimize your website or app, increase customer satisfaction and generate more revenue.
