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How to add metrics to your customer journey maps
How to add metrics to your customer journey maps

Learn how to add metrics to your journey maps

Tanya from UXPressia avatar
Written by Tanya from UXPressia
Updated this week

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;

  • 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

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  • The ‘Metrics’ section in the upper part of the map

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design view

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 can be Issue Resolution Time, First Response Time, Purchase Loyalty, Churn Rate, and other metrics.

To add those metrics to the map, select the ‘Metrics’ section:

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Then, pick the metrics from the list:

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To view the metric’s details, click on the widget:

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That’s it!

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