User Experience KPIs, Pivots & Measures

ServiceAnalytics

Availability2014.1 or later

KPIs for Web User Experience

Core web experience metrics

Measures

Calculations for each KPI

Pivots

Segment by dimension

Combining KPIs, Measures and Pivots

Drill into sessions and replays

GermainUX provides preconfigured KPIs, pivots and measures for monitoring real user experience across web and native desktop applications. These analytics help teams understand what users experienced, where they encountered friction, how application behavior affected them, and which issues have the greatest impact on adoption, conversion or productivity. Preconfigured analytics can be used as provided or customized for your applications, workflows and business objectives. Watch the User Experience KPI overview.

What User Experience Analytics Help You Understand

GermainUX UX analytics can answer questions such as:

	Question
1	Where do users become frustrated, confused or blocked?
2	Which interactions are slow, ineffective or followed by errors?
3	Which searches return no results?
4	Where do users abandon pages, journeys or workflows?
5	Which browsers, devices, applications or user groups are most affected?
6	What happened before and after an error or poor experience?
7	Which problems affect the greatest number of users?
8	What improvements does AI recommend based on real sessions?

KPIs for Web User Experience

AI-Driven Session Insights

KPI	Data model	Description
AI Recommendation		A configurable scheduled analysis that summarizes a bulk set of recorded sessions at once (for example 1,000 or 100,000 sessions) and recommends UX improvements. Teams can configure the schedule, prompt and session-selection criteria.
Session Analysis		AI-generated summary of what occurred during an individual user session.
Session Friction		AI-detected friction found within a user session.
Session Recommendation		AI-generated recommendation derived from one or more user sessions.

Frustration and Ineffective Interactions

KPI	Data model	Description
Dead Click		A click after which the page content does not change and no expected navigation or scrolling occurs.
Error Click		A click associated with a subsequent JavaScript console error.
Rage Click		Multiple rapid, consecutive clicks on the same element, often indicating frustration or an unresponsive interface.
No Search Results		A user search that returns no results.
Phrase of Interest Appearance		The appearance of configured text on a page, such as an error, warning, confirmation or other message of interest.

User Interactions

KPI	Data model	Description
Mouse Click		An individual mouse click or touch interaction.
User Click		A user-interaction interval that includes the cumulative duration of synchronous and asynchronous activity between two consecutive clicks.
User Change		A user changing the value of an input, selection or other monitored field.
User Key Press		A monitored keyboard interaction.
User Feedback		Feedback submitted by a user through GermainUX or an integrated feedback mechanism.

Browser Health and Activity

KPI	Data model	Description
Browser Crash	UX and technology event	A browser tab or process crash, including critical failures such as an “Aw, Snap!” page.
Browser Freeze / JavaScript Long Task		A long-running JavaScript task that blocks the browser’s main thread and can make the page temporarily unresponsive. See Long Tasks and Optimizing Long Tasks.
Browser Visibility		A change in whether the browser or page is active, inactive, visible or hidden.

Journey and Replay

KPI	Data model	Description
Story Beat		A short interval of user activity labeled to describe what the user was doing, with up to five levels of abstraction.
User Session Replay		A recorded user session that can be searched, analyzed and replayed to understand what the user experienced.

UX-Level and Technology-Level Signals

Some KPIs describe what the user did or experienced, while others also expose an underlying technical condition.

Signal type	Examples	Primary purpose
UX-level	User Feedback, No Search Results, User Change, Story Beat, Session Friction	Understand user behavior, intent, satisfaction and workflow friction.
Technology-level	Browser Visibility, JavaScript Long Task	Understand browser or application behavior.
Combined UX and technology	Browser Crash, Dead Click, Error Click, Rage Click, Phrase of Interest	Connect a visible user problem with the associated technical or application behavior.

This distinction helps teams determine whether an issue should be addressed through design, content, workflow, application code, infrastructure—or a combination of these areas.

KPIs for Native Desktop User Experience

GermainUX also provides KPIs for monitoring user interactions in native operating-system and desktop applications.

KPI	Description
Native User Click	A timed loading or processing interval initiated by a user interaction in a native application.
Native Mouse Click	An individual mouse-button or touchscreen interaction captured from a native application.

Native user activity can be correlated with application events, errors, performance and supporting Windows technology to explain what happened and why.

Measures

A measure is the numerical calculation applied to a KPI. Available measures depend on the selected KPI and its data model.

Session and Audience Measures

Measure	Purpose
Sessions for New Users	Number of sessions associated with new users.
Sessions for Returning Users	Number of sessions associated with returning users.
Percentage of Sessions from New Users	Share of sessions generated by new users.
Percentage of Sessions from Returning Users	Share of sessions generated by returning users.
Count	Total number of KPI instances.
Unique Session Count	Number of distinct sessions represented in the result.
Unique User Count	Number of distinct users represented in the result.

Engagement and Experience Measures

Measure	Purpose
Active Duration	Time during which the user actively interacts with the application.
Inactive Duration	Time during which a session remains open without active interaction.
Duration	Time associated with a session, interaction, transaction or event.
Pages Visited	Number of pages viewed during a session.
Error Count	Number of errors associated with the selected KPI instances.
Feedback Comment Count	Number of feedback comments submitted.
Positive Feedback Count	Number of positive feedback responses.
Negative Feedback Count	Number of negative feedback responses.
Color Threshold	Configured severity or status value used in analytics and visualizations.

Drop-Off Measures

Measure	Purpose
Drop-Off Count	Number of users or sessions that abandoned the expected journey or workflow.
Non-Drop-Off Count	Number of users or sessions that continued or completed the expected journey.
Drop-Off Percentage	Percentage of eligible users or sessions that dropped off.
Non-Drop-Off Percentage	Percentage of eligible users or sessions that did not drop off.

Statistical Measures

For duration, activity, errors, feedback, pages visited and other numerical values, GermainUX can calculate:

Minimum and maximum
Average and total
Standard deviation
50th percentile
90th percentile
95th percentile
99th percentile
99.9th percentile

Percentiles reveal degraded experiences that averages may hide. For example, a satisfactory average duration can coexist with severe delays affecting the slowest 5% of users.

# Distinct Counts

GermainUX can count distinct values across available dimensions, including users, sessions, applications, pages, campaigns, referrers, browsers, devices, operating systems, systems, environments and geographic locations.

Pivots

A pivot segments KPI results by a selected dimension. The available pivots depend on the KPI, data model and captured context.

Application and Experience Pivots

Application name and component
Access method
Status and configured color
Drop-off state
Session and correlation IDs
End time and provenance

Page and Journey Pivots

Landing-page path, query and title
Exit-page path, query and title
Referrer URL, type and subtype
New or returning user
Campaign name, source, medium, content and term

Environment and Technology Pivots

Browser and browser family
Device and operating system
System name, type and environment
Target name, type, hostname and environment
Client or target city, region, country and continent

User and Organization Pivots

User
User role and type
User group and department
User city, region, country and continent

These pivots help identify whether friction is widespread or concentrated within a page, workflow, application, technology, audience or location.

Combining KPIs, Measures and Pivots

UX question	KPI	Measure	Pivot
Which pages generate the most frustration?	Rage Click	Count	Application page
Which browser families experience the most freezes?	Browser Freeze	Count	Browser family
Which searches fail most frequently?	No Search Results	Count	Search term or page
Which user groups experience the slowest interactions?	User Click	95th-percentile duration	User group
Which applications generate the most negative feedback?	User Feedback	Negative feedback count	Application name
Which landing pages have the highest abandonment risk?	User Session Replay	Drop-off percentage	Landing-page title

Teams can drill from an aggregate result into affected segments and individual sessions, then use Session Replay, event context and technical traces to understand root cause.

Filters

Filters narrow an analysis to the population, condition or time period relevant to the investigation. Filter options vary by KPI and captured data. Examples include:

Drop-off or non-drop-off sessions
New or returning users
Application, page or workflow
Browser, device or operating system
User group, role or location
Campaign or referrer
Status, severity or error category
Time range or environment

Analyze Drop-Offs

A drop-off occurs when a user abandons a page, journey or workflow before completing the intended action. GermainUX supports the following analysis workflow:

Quantify drop-offs at scale on an Aggregate Dashboard.
Identify the journey stage where users abandon through a Focused Flow or flow visualization.
Compare affected populations using pivots and filters.
Examine individual drop-offs on a Drill-through Dashboard.
Open the Analysis Dashboard to investigate leading factors, related signals and possible causes.
Replay relevant sessions to see what users experienced before abandoning.

This connects the drop-off rate with direct evidence of UX, workflow and technology friction.

Customize the Analytics

GermainUX can support custom:

UX KPIs and event definitions
Measures and formulas
Pivots and business dimensions
Drop-off and completion rules
Phrases and messages of interest
User segments and cohorts
Static and statistical SLAs
Dashboards, reports and alerts
AI prompts and scheduled session analysis
Automated diagnostic or corrective actions

Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

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The content of this document is proprietary to GERMAIN SOFTWARE.

KPIs for Web User Experience

Measures

Pivots

Combining KPIs, Measures and Pivots

​What User Experience Analytics Help You Understand

​KPIs for Web User Experience

​AI-Driven Session Insights

​Frustration and Ineffective Interactions

​User Interactions

​Browser Health and Activity

​Journey and Replay

​UX-Level and Technology-Level Signals

​KPIs for Native Desktop User Experience

​Measures

​Session and Audience Measures

​Engagement and Experience Measures

​Drop-Off Measures

​Statistical Measures

​# Distinct Counts

​Pivots

​Application and Experience Pivots

​Page and Journey Pivots

​Environment and Technology Pivots

​User and Organization Pivots

​Combining KPIs, Measures and Pivots

​Filters

​Analyze Drop-Offs

​Customize the Analytics

​Get Help

Contact GermainUX Support

Can't find what you need?

What User Experience Analytics Help You Understand

KPIs for Web User Experience

AI-Driven Session Insights

Frustration and Ineffective Interactions

User Interactions

Browser Health and Activity

Journey and Replay

UX-Level and Technology-Level Signals

KPIs for Native Desktop User Experience

Measures

Session and Audience Measures

Engagement and Experience Measures

Drop-Off Measures

Statistical Measures

# Distinct Counts

Pivots

Application and Experience Pivots

Page and Journey Pivots

Environment and Technology Pivots

User and Organization Pivots

Combining KPIs, Measures and Pivots

Filters

Analyze Drop-Offs

Customize the Analytics

Get Help