Bounce Rate

What is Bounce Rate?

Bounce Rate is the percentage of visitors to your help center who navigate away from it after viewing only one page.

How to calculate Bounce Rate:

Sessions With Only One Page View / Total Sessions = Bounce Rate

Analytics tools such asGoogle Analytics make it very easy to track this number.

Pros:

Measuring your Bounce Rate helps you to see if viewers are using the content on your help center, or if they are just leaving. If you have a very high bounce rate, it’s likely that customers don’t trust the content they have found, or it’s not relevant to the issue. To overcome this, think about better presenting the information in your help center by improving navigation and menus, having more user-friendly language or adding a table of contents.

Cons:

Some products deep link directly to the right pages in a help center, giving people the exact content they need right away. This would have a high bounce rate but still be delivering users the help they need on the first page they visit. If this is the case, focus more on the bounce rate for important navigation pages. The expectation is that if those page are intuitive they should direct people to click through to the support content they need, so the bounce rate should be lower.

How should you visualize Bounce Rate?

number viz icon line chart icon