Journey statistics
Find out how your Customer Journey performs at a glance! The Journey canvas provides a clear overview of your entire campaign, including detailed stats for each element. This allows you to track the success of each step and see how your entire journey performs, uncovering valuable insights to optimize your campaigns and improve your results.
You can access journey performance data in two locations:
Overall Customer Journey statistics section
In this section, located on the left side of the Customer Journey canvas, you can discover key metrics that reveal how your audience engages with your journey and ultimately reaches its conversion goals.
Canvas
Directly on the canvas, you can view statistics for each element of the journey, which allows you to assess their individual performance.
Overall Journey statistics
The Overall Journey statistics section provides a comprehensive overview of the entire journey’s performance. It offers insights into user behavior, the effectiveness of messages included, and the percentage of goals achieved.
Selecting a time period
By default, the Overall Journey statistics are displayed for the entire period since the Journey launch. To analyze data for a specific timeframe, expand the Time period dropdown menu and choose from predefined options such as today, yesterday, this week, this month, or last 30 days. Alternatively, you can set a custom date range by specifying the desired start and end dates.
Understanding key metrics in the Overall Journey statistics
In the Overall Journey statistics section, you can see the following metrics:
Audience
| Campaign reach | Shows the number of users who entered the journey (counted as non-unique users’ entries). |
|---|---|
| Unique users | Represents the number of unique users who entered the journey. |
| Inside the Journey | Shows the number of users currently progressing through the journey (i.e., those who have not reached the Exit element yet) |
| Drop-offs | Reflects the number of users removed from the journey due to various issues, such as being unregistered from the app or not meeting Time Delay conditions based on user tags or behavior. Learn more |
Messages
Total sent | Displays the total number of messages sent within the journey. |
|---|---|
Average CTR | Indicates the average CTR for all messages sent within the journey. |
Also, here you can find a breakdown of messaging statistics by channel.
Performance
You can view statistics for all the goals set for the journey or a breakdown for each specific goal.
To get a more detailed breakdown of the statistics, click Show Details. You will see Conversion Goals and Communications stats for each goal and message included in the journey.
Statistics for each Journey element
To display metrics for each journey element on the canvas, toggle on Show Metrics at the bottom of the canvas. Alternatively, you can hover over the element to view the metrics.
Audience progress
Pushwoosh allows you to keep track of your audience as they progress through the journey with real-time visualization on the canvas. A number on the arrow following each journey element indicates the total number of customers who have completed that particular step.
Statistics for each communication point
You can gain insights into the performance of each communication point through metrics such as:
Push notifications and email messages
| Goals reached | Indicates the number of users who reached the Conversion Goal at that specific point. |
| Opened | Displays the number of times the message was opened by users. |
| CTR | Represents the percentage of users who clicked on the message. |
| Drop-offs | Represents the number of messages that couldn’t be sent for some reason (e.g., if a user push token had expired). |
For deeper insights into individual message effectiveness, double-click on a message element on the canvas. A detailed statistics window will pop up, displaying key metrics for the message such as:
- number of sent messages
- number of opened messages
- conversion rate
- number of entries
- number of drop-offs,
- number of clicks, etc.
To see the reasons for drop-offs and the number of drop-offs for each cause, expand the Drop-off block.
To access even more comprehensive statistics for a message, click Full Statistics at the bottom of the window.
In-apps
| Goals reached | Indicates the number of users who reached the Conversion Goal at that specific point. |
| Drop-offs | Represents the number of messages that couldn’t be sent for some reason (e.g., if a user push token had expired). |
For a more detailed understanding of your in-app message’s performance, double-click on the message element and then, in the window that appears, click on the Rich media name. This will open up comprehensive message statistics.
SMS
| Goals reached | Indicates the number of users who reached the Conversion Goal at that specific point. |
| Sent | Indicates the number of messages sent. |
A/B/n test statistics
If you conduct A/B/n tests on different elements of your customer journey, you can quickly identify the best-performing variant of each element.
Time Delay and Wait for Trigger
The metric shows the number of users waiting in Time Delay or Wait for Trigger steps.
For Wait for Trigger, it counts users who have not yet met the conditions to proceed. For Time Delay, it reflects users still in the waiting period before advancing to the next step.
Export Journey statistics
Export campaign statistics
Pushwoosh allows you to export comprehensive campaign statistics for a selected date range in CSV format. This provides detailed insights into your campaign’s performance, helping you analyze key metrics and optimize future campaigns.
Depending on your needs, you can export data for a single journey, multiple journeys with different statuses or categories, or even all journeys at once.
To export campaign statistics:
- Navigate to the Campaigns list.
- Locate the desired campaign or use filters to narrow down your journeys based on status, category, or other criteria. The exported CSV file will reflect these filters. Then, click Export statistics.
To export statistics for all your journeys, simply click Export statistics.
- Select the date range for which you want to export the data and click Export.
- Once the file is ready, click Download CSV.
Information inlcuded in the CSV export
The CSV will contain the following information:
- Title: Name of the campaign or journey.
- Status: Current status of the journey (e.g., finished, active).
- Created: The date and time when the journey was created.
- Category: The category of the campaign (e.g., Black Friday promo, Coffee promo).
- Type: The type of journey (e.g., AudienceBased, TriggerBased).
- UUID: A unique identifier for the journey.
- Total Reach: Total number of users targeted by the journey.
- Unique Users: Number of unique users who received messages in the journey.
- Users Inside: Number of users still active within the journey.
- Drop-off: Number of users who exited or dropped off from the journey.
- Total Sends: Total number of messages sent across all channels (push, email, SMS, etc.).
- Avg CTR: Average click-through rate across all message types.
- Goals: Number of users who reached the defined goals in the campaign.
- Push Sends: Number of push notifications sent in the journey.
- Push CTR: Click-through rate for push notifications.
- Email Sends: Number of email messages sent in the journey.
- Email CTR: Click-through rate for email messages.
- Email Clicks: Total number of clicks on email links.
- Email Unsubscribes: Number of users who unsubscribed from your email list.
- SMS Sends: Number of SMS messages sent in the journey.
- SMS Deliveries: Number of SMS messages successfully delivered.
- WhatsApp Sends: Number of WhatsApp messages sent in the journey.
- WhatsApp Opens: Number of WhatsApp messages opened by users.
- In-App Shows: Number of in-app messages displayed to users.
- In-App Interaction: Number of users who interacted with in-app messages (e.g., clicked a button).
- In-App Skips: Number of users who skipped or dismissed the in-app message without interacting.
Export statistics for each step of your customer journey
You can export users who passed through each step of your customer journey, including elements like push notifications, emails, in-app messages, Wait for Trigger, Segment Split, etc. This allows you to analyze the performance of individual campaign elements.
To export statistics:
- Open the campaign you want to track in the Customer Journey Builder.
- Click on the specific journey step for which you want to export statistics.
- Click Export statistics.
- Specify the date range for the data you wish to export and click Start exporting.
Note: Statistics can only be exported for the last two months of activity. Ensure that your selected date range falls within this timeframe, as older data is not available for export.
- Once the export process is complete, Pushwoosh will display a confirmation message. Click on the file to download the exported data, or choose to export another period if needed.
Analyze user path in a Customer Journey
Pushwoosh allows you to track a specific user’s journey within a campaign by highlighting their steps. By analyzing user paths, you can gain a deeper understanding of how users interact with your campaigns and make data-driven decisions to enhance their overall experience.
To track a user’s path:
- Navigate to the campaign you want to analyze.
- Click Find user path at the bottom right of the Journey canvas.
- Enter the User ID. The User ID is the unique identifier associated with the user whose path you want to examine. Ensure the User ID you entered is accurate and relevant to the campaign being analyzed.
Pushwoosh will visualize the user’s journey on the canvas, highlighting the steps and messages they have completed.
If a user has engaged with the campaign multiple times, you can explore different paths they’ve taken using the path switcher at the bottom of the screen.
A user’s path can have several statuses based on user interaction and the journey’s changes.
- If the user successfully completed the journey and exited, no special marking is shown in the list.
- If the user dropped off, the flow can still be viewed, and the user’s path will be marked with an exclamation mark.
- If the journey was modified, the path will remain in the list, but it cannot be displayed for viewing.
If the user has not interacted with the campaign, you will receive a notification indicating that the user was not found.
Note: You can only view user interactions and paths from the last two months. Data older than two months is not available.
You can also ask your developer team to help you get stats for a specific journey by its ID using the API. Learn more