Having journey-related metrics helps you connect your customer experience data with the customer journey and business KPIs.
All metrics available in your workspace are configured in the Team library.
Adding metric on a map level
Map-level metrics are related to the journey as a whole. These can be:
NPS;
CSAT;
CES;
INS (indicator of net satisfaction);
Customer lifetime value;
Customer retention rate;
Customer churn rate;
Customer referral rate;
Customer health score.
Map-level metrics are available in the following places:
Document settings
The ‘Metrics’ section in the upper part of the map
You can select map-level metrics in any of those places; they will be synchronized automatically.
Adding metrics for specific stages of the journey
Stage-level metrics show different KPIs related to specific stages of the journey. These include Issue Resolution Time, First Response Time, Purchase Loyalty, Churn Rate, and other metrics.
To add those metrics to the map, select the ‘Metrics’ section:
Then, pick the metrics from the list:
Read also: Team Library > How to set up metrics
To view the metric’s details, click on the widget:
That’s it!