Measuring customer journeys

Use a customer journey form to evaluate, optimize, and monitor a series of touch-points (i.e. measure an entire flow, journey, or process).

The customer journeys category can be either be used:

  • in a dedicated/ triggered email for which the primary goal is to gather feedback about a flow/ journey/ process (e.g. an "Are you happy?" email);

  • as a widget at the bottom of your email in order to gather feedback based on a transaction completed (e.g. a transactional NPS on an order confirmation).

When to use this category?

You would apply customer journeys if you want to:

  • collect customer experience feedback over a process;

  • determine what important process improvements are to increase the customer experience;

  • analyze and monitor the impact of improvements made.

Using this category is especially suitable if you:

  • are responsible for (part of) the customer lifecycle;

  • are responsible for marketing automation flows;

  • want get a better handle on the customer experience during an specific flow/ journey/ process;

  • have a KPI related to improving the customer experience during a specific flow/ journey/ process.

Viewing your results

Your results will pop up on the results page under 'Customer journey' as soon as the first response has been given. Since this measurement is either ongoing or periodically and not related to the email which it is included in, the results are viewed per form name.

Move on to learn about customer relationships

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