Customer Journey statistics

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. Learn more

• Canvas

Directly on the canvas, you can view statistics for each element of the journey, which allows you to assess their individual performance. Learn more

The Journey statistics section provides key performance data and insights for your Customer Journey campaigns. Use this section to track user engagement, goal completion, message delivery, and drop-off rates over time.

This section includes the following analytics dashboards:

• Campaign health
  A high-level summary of campaign activity, including total entrances, goals achieved, and drop-offs.

• Audience
  Displays the number of users currently in the journey and those who have exited.

• Performance
  Shows the performance of each goal, including conversion counts and rates.

• Communications
  Breaks down messages sent by channel (e.g., Push, Email, SMS, In-app, WhatsApp).

To view detailed stats for any dashboard, click Show details.

You can also see how many conversion goals are set for the campaign. Click the Goals icon to view detailed information about each goal.

Use the Period filter at the top of the dashboard to analyze data for a specific time range.

By default, the dashboard displays overall statistics from the campaign launch to the present. To view data for a different timeframe, click the dropdown and choose from predefined options (e.g., Today, Yesterday, 7 Days, 30 Days), or set a custom date range.

Use the Campaign status dropdown in the upper-right corner to manage the campaign. Available options include:

• Pause to edit

• Clone

• Rename

• Stop permanently. This action is irreversible.

The Campaign health dashboard provides a high-level summary of your campaign’s performance, helping you quickly evaluate user engagement, message delivery, and goal progression.

It includes the following key metrics:

The charts below help visualize key trends and behaviors throughout the campaign duration:

• Entrances over time
  Displays the number of users entering the campaign each day.

• Messages sent over time
  Shows daily message delivery volume across different channels.

• Drop-offs over time
  Tracks when and why users exited the campaign, categorized by:

  • Internal errors: Issues related to system logic or conditions.

  • Sending errors: Failures related to message delivery.

• Goals achieved over time
  Displays how many users completed campaign goals during the selected time range.

The Audience dashboard provides detailed information on how users interact with your campaign. It tracks user activity across the journey, including entries, exits, errors, and individual user statuses.

The dashboard includes the following key metrics:

The user list below displays individual journey records, helping you monitor specific cases and troubleshoot issues:

Click Export CSV to download the full list of user records and their statuses for further analysis.

The Performance section shows how effectively your campaign achieves its goals. It helps you evaluate campaign success and identify areas for improvement.

Each goal is displayed with two key metrics:

• Conversion rate (%): The percentage of users who achieved the goal relative to total campaign entrances.

• Count: The total number of users who completed the goal.

The Communications section shows how each messaging channel is performing in your campaign. It helps you see which channels get the most user engagement, so you can improve your messaging strategy and targeting.

This section includes the communication types used in your campaign, such as Push notifications, Email, SMS, WhatsApp, and In-app messages.

For each channel, two key metrics are shown:

• Rate: The engagement rate for each channel

• Sent / Impressions:

  • For push, email, SMS, and WhatsApp shows how many messages were sent.
  • For in-app shows how many times the message was seen (impressions).

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.

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.

You can gain insights into the performance of each communication point through metrics such as:

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.

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.

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.

The Still waiting metric in Pushwoosh Customer Journey applies to Time Delay and Wait for Trigger steps. It helps monitor user flow, identify delays, and optimize your customer journey setup.

Shows the number of users currently waiting to trigger a specific event. These users have entered the step but have not yet fulfilled the required conditions within the defined waiting period.

Reflects users still in the waiting period before proceeding to the next step.

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:

1. Navigate to the Campaigns list.
2. 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.

3. Select the date range for which you want to export the data and click Export.

4. Once the file is ready, click Download CSV.

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:

1. Open the campaign you want to track in the Customer Journey Builder.
2. Click on the specific journey step for which you want to export statistics.
3. Click Export statistics.
4. 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.

5. 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.

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:

1. Navigate to the campaign you want to analyze.
2. Click Find user path at the bottom right of the Journey canvas.
3. 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.