---
title: "Step Stall Rate"
slug: "step-stall-rate"
updated: 2025-08-14T07:58:33Z
published: 2025-08-14T07:58:33Z
canonical: "help.csgi.com/step-stall-rate"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.csgi.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Step Stall Rate

The Step Stall Rate card identifies journey steps where the highest percentage of users pause or stall without progressing further. High stall rates often indicate uncertainty, hesitation, or a roadblock that prevents users from completing the next action. This card is valuable for:

- Detecting friction points in the journey
- Highlighting steps where users are likely confused or distracted
- Prioritizing areas for UX improvement, better instructions, or faster responses

The card supports three views: Focused, Detailed, and Contextual.

### Focused View

The Focused View displays the single step with the highest stall rate in the last 30 days. It displays:

- **Step Name** - Name of the step with the highest stall rate
- **Profiles** - Number of unique users who stalled on this step, followed by the total number of unique users who reached it (stalled / total)
- **Percentage** - Stall rate as a percentage of total users for that step.

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/5.png?sv=2026-02-06&spr=https&st=2026-10-26T12%3A27%3A18Z&se=2026-10-26T13%3A27%3A18Z&sr=c&sp=r&sig=1O5u4%2Bc3yup1sRB%2BfFHlOEUm%2FjW9cUCkxodGg%2Bao6u8%3D)

**For Example**: Best Journey Ever End - 2/2 profiles - 100.00%

This means that all users who reached this step (2 out of 2) stalled at it, indicating a complete roadblock.

### Detailed view

The Detailed View expands the insight into a ranked list so you can compare multiple steps by stall rate. It displays:

- **Step Name** - Name of the journey step (number in brackets indicates how many steps are being shown in the view)
- **Profiles** - Number of stalled profiles compared to total profiles that reached that step (stalled / total)
- **Percentage** - Stall rate percentage for that step

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/7.png?sv=2026-02-06&spr=https&st=2026-10-26T12%3A27%3A18Z&se=2026-10-26T13%3A27%3A18Z&sr=c&sp=r&sig=1O5u4%2Bc3yup1sRB%2BfFHlOEUm%2FjW9cUCkxodGg%2Bao6u8%3D)

#### Step Order

- Steps are displayed in ascending order from bottom to top, starting with the lowest stall rate at the top and the highest stall rate at the bottom.
- This ordering puts the most severe issue at the bottom, helping you easily spot where intervention is most urgent.

| Step Name | Profiles | Percentage |
| --- | --- | --- |
| Best Journey Ever End | 2/2 | 100.00% |
| Drop | 1/1 | 100.00% |
| First Buy - New User End | 2/3 | 66.67% |

### Contextual View

The Contextual View provides a plain-language summary of the highest stall rate to make the insight easily digestible for all audiences. It displays a narrative message that dynamically updates the **step name** and **stall** **percentage** based on the

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/13.png?sv=2026-02-06&spr=https&st=2026-10-26T12%3A27%3A18Z&se=2026-10-26T13%3A27%3A18Z&sr=c&sp=r&sig=1O5u4%2Bc3yup1sRB%2BfFHlOEUm%2FjW9cUCkxodGg%2Bao6u8%3D)

**For Example**: When customers pause too long on a step, it can be a sign of uncertainty or hesitation. The highest stall rate is on **Best Journey Ever End**, with **100.00%** of users stalling there. We calculate this as the percentage of unique users who haven’t moved past a step at the time of measurement, out of all who reached it.

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T12%3A27%3A18Z&se=2026-10-26T13%3A27%3A18Z&sr=c&sp=r&sig=1O5u4%2Bc3yup1sRB%2BfFHlOEUm%2FjW9cUCkxodGg%2Bao6u8%3D)
> 
> In the UI, **Best Journey Ever End** and **100.00%** are dynamic fields that change depending on the data.

### Key Points to Remember

- The card measures active stalling users who are still on the step at the time of measurement, not just those who stayed a long time before moving on.
- High stall rates (especially above 50%) usually indicate a critical friction point.
- The [Detailed View](/cx/docs/step-stall-rate#detailed-view) helps you see the spread of stall rates across steps.
- The [Contextual View](/cx/docs/step-stall-rate#contextual-view) helps non-analyst audiences quickly understand where the biggest hesitation points are.
- Use alongside [Avg. Time on Step](/cx/docs/avg-time-on-step) to determine if stalls are due to time-consuming actions or actual abandonment.