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What is Customer Journeys and what can I do there?

A tour of the Customer Journeys page, from the headline numbers and AI summary to the first and last click cards and the list of every journey.

What Customer Journeys shows

Customer Journeys shows the paths your customers took before they bought: which sources brought them to your store, in which order, and how many orders followed each path. Open Analysis in the left menu and click Customer Journeys. In the full menu, hovering over it shows Trace the touchpoints each customer hit before converting.

Attribution is how TrueROAS decides which ad gets the credit for a sale. Customer Journeys does not give the credit to one source. It shows every source a customer came through on the way to an order. How TrueROAS puts a journey together is explained in How does TrueROAS build a customer journey?.

The page from top to bottom

  1. The date range button in the top right corner. Every number on the page uses this period. See How do I change the date range?.
  2. A row with Orders, Revenue, Avg order and Time to buy. When Meta is connected, the row ends with a small funnel from Page Views to Purchase. See What do the numbers at the top of Customer Journeys mean?.
  3. The AI Journey Summary, a few sentences on how your customers move between sources. See What is the AI Journey Summary on Customer Journeys?.
  4. Two cards next to each other, First click that started the journey and Last click before buying. They rank the sources that start your customers' journeys and the sources that close the sale. See Which sources start my customers' journeys and which close the sale?.
  5. The cards One visit, or many? and How your channels work together, and under them Journeys that include Google Ads and Journeys that include Meta Ads. A card is left out when the period has nothing to show in it. See How do my channels work together before a customer buys?.
  6. Under a thin line, All customer journeys, the list of every path with the orders that followed it. Click a row to see those orders. See How do I read the All customer journeys list?.

Clicking a source in the two click cards, or a Google Ad, Meta Ad or Tik Tok Ad step in the cards under them, lists the ads behind those orders. See How do I see which ads are behind a source on Customer Journeys?.

Each step of a journey is named after a source, such as Meta Ad, Google Organic or Direct. What each name covers is explained in What do the source names in a customer journey mean?.

While the page loads

The page shows Analyzing your customer journeys with a percentage, a progress bar and a line about what it is doing, starting with Fetching your orders... The note under it reads Stores with lots of orders in the selected period can take up to a minute. If the page stays empty or keeps loading, see Why does Customer Journeys say No data available or keep loading?.

On a phone

Everything on the page also works on a phone. On screens narrower than 900 px the cards sit on top of each other instead of next to each other. On a phone the four numbers at the top sit in two rows of two, and the windows that open from the page, such as the orders behind a journey, fill the whole screen.

Good to know