KPI · Move lower
Privacy complaint rate
Privacy, cookie, consent, or access complaints per exposed session or per active user.
Privacy complaint rate captures trust and compliance risk that may not appear in the click funnel. Count support tickets, feedback submissions, legal escalations, regulator notices, and tagged complaint themes.
For journey-blocking consent, rising complaint volume is evidence that users understand the interface as coercive, confusing, or unfair.
How patterns use this KPI
| Pattern | How it's instrumented | Why it matters there |
|---|---|---|
| Affordance Hijacking | privacy complaints or DSR/contact forms mentioning consent banner ambiguity | Consent-affordance traps can become compliance and trust incidents. |
| Journey-Blocking Consent | Privacy complaints, regulator notices, or internal escalations per exposed sessions | Coercive consent creates legal and trust risk beyond the immediate funnel. |