This article explains why your UX Signals score can change between reporting periods — including jumping up one week and returning to a previous value the next. Because the exact calculation methodology and signal components can vary based on your account configuration, the guidance below focuses on what to check and what information to gather before reaching out to support.
What to Do When You Notice a Score Change
- Note the exact dates of the two reporting periods where the score changed. Make sure you are comparing equivalent time windows rather than overlapping or mismatched date ranges.
- Check whether any changes were made to your site between the two periods — such as new pages published, layout edits, or third-party script additions — that could have affected page behavior.
- Check whether a campaign, promotion, or external link drove an unusual traffic spike during the higher-scoring period, as atypical traffic patterns can influence engagement-based metrics.
- Review the individual signal components shown in your UX Signals report to identify which specific metric shifted the most between the two periods. This helps narrow down the likely cause.
- If the score returned to the same value it held before the spike, document the exact values and dates — this pattern is useful context for the support team to investigate.
What to Have Ready When You Escalate
If the steps above do not clarify the cause, please gather the following before contacting support so the team can investigate efficiently:
- Your project name and the URL(s) where the score change was observed
- The exact score values and the dates each was recorded
- A brief description of any site changes or traffic events that occurred between the two periods
- A screenshot of the UX Signals report showing the fluctuation, if available
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.