About Customer Journey Reports

Enable tracking on customer journeys to collect and analyze data on clicks, opens, social activity, purchases, and more. Customer journey reports display data from the beginning of each journey to the present day. This data can help you identify patterns in contact engagement. Applying these insights can help you improve and target your campaign content.

In this article, you’ll learn how customer journey reports work and what information is included.

Things to know

Here are some things to know.

• Journey reports are available for active and paused journeys.
• Open and click tracking must be turned on in an email campaign for those statistics to populate in a report.
• Journey reports can be viewed on your mobile device. To learn more, check out View Customer Journey Reports on Mobile.

View a customer journey report

To view the analytics for a series of journey points, follow these steps.

1. Click Automations, then click All journeys.
2. Click View Report next to any active or paused customer journeys.

About customer journey metrics

You’ll see summary report data in the Journey performance section and a list of messages in the Journey analysis section.

Journey performance

The Journey performance section gives you an overview of campaign statistics.

To customize the Journey performance section, click on the Edit icon to choose the displayed metrics.

You can choose any of these metrics:

• Click rate
  The percentage of successfully delivered messages that registered at least one click.
• Clicked
  The number of recipients who clicked any tracked link any number of times in a single email.
• Clicks per unique opens
  The percentage of recipients who opened the email and then clicked a link.
• Open rate
  The percentage of successfully delivered emails that registered as an open.
• Opened
  The number of recipients who opened a campaign any number of times.
• Total clicks
  The total number of times any tracked link in an email was clicked.
• Total opens
  The number of times an email was opened. This includes multiples opens from individual recipients.
• Abuse report rate
  The number of spam reports on your email divided by successful deliveries.
• Abuse reports
  An email reported as spam by a recipient. Recipients are immediately moved from the active audience to the abuse complaints area.
• Bounce rate
  The percentage of emails that didn't get to your contacts' inboxes.
• Bounces
  The total number of times an email was not delivered.
• Deliveries
  The total number of successfully delivered messages from this customer journey.
• Delivery rate
  The percentage of messages that were sent and successfully delivered to your contacts’ inboxes.
• Total sends
  The total number of emails and/or SMS messages you've sent to subscribers.
• Undelivered
  The individual number of SMS messages that did not successfully make it to subscriber's phones.
• Undelivered rate
  The percentage of sent SMS messages that did not successfully make it to subscriber's phones.
• Unsubscribe rate
  The percentage of subscribers who successfully unsubscribed from a sent email.
• Unsubscribed
  The number of recipients who opted out from receiving further messages.

If you have a connected ecommerce store, you will also see these metrics:

• Attributed revenue per recipient
  Average amount of revenue generated for each recipient of your messages
• Average order revenue
  The average dollar amount of revenue generated from each order, minus taxes and shipping fees.
• Order rate
  The percentage of successfully delivered emails that resulted in an order being places
• Orders
  The total number of orders placed, including any refunded or canceled orders.
• Revenue
  The amount of money you've made on an order after it's placed, minus taxes and shipping fees.

Additional metrics by channel

Expand and collapse by channel to see more granular metrics related to: engagement, delivery and ecommerce. This section contains either email only, SMS only or both email and SMS sections depending on what is set up in your journey.

Journey analysis

The Journey analysis section lists all the campaigns from the beginning of the journey to today, as well as sends, open rate, and click rate. Click on a listing to see the report for that campaign broken down by recipient. Click Export CSV to download the report data.