Journey Performance
Once your journey is live, Score CRM tracks everything — from high-level send counts to step-by-step engagement. Here's how to read your results and use them to improve.
The Dashboard
Open any journey to see its detail page. The left panel shows analytics across three tabs, while the right panel displays the visual flow.
Stats Tab
The top-level numbers at a glance:
| Metric | What It Tells You |
|---|---|
| Sent | Total emails sent across all steps |
| Opened | Unique opens (with percentage) |
| Clicked | Unique clicks (with percentage) |
| Bounced | Failed deliveries (with percentage) |
Below that, Per-Step Breakdown shows metrics for each Send Email step individually — so you can see which emails are performing and which need work.
Timing Tab
Shows how long contacts take to move between steps. This helps you understand whether your delays are too long (people lose interest) or too short (feels spammy).
Compare Tab
Compare performance across different versions of the journey. When you publish changes, this tab helps you see whether the new version performs better or worse than the previous one.
Reading Step-by-Step Metrics
Each step on the canvas shows its own metrics when you click on it:
Email Steps
| Metric | What It Means |
|---|---|
| Sent | How many emails this step dispatched |
| Delivered | Successfully reached the inbox |
| Opened | Recipient opened the email |
| Clicked | Recipient clicked a link |
| Bounced | Email couldn't be delivered |
| Open rate | Opens / Sent |
| Click rate | Clicks / Sent |
Decision Steps (Conditions)
| Metric | What It Means |
|---|---|
| Evaluated | How many contacts reached this decision point |
| Yes path | Contacts who met the condition |
| No path | Contacts who didn't |
| Yes % | Percentage taking the Yes path |
Wait Steps
| Metric | What It Means |
|---|---|
| Waiting | Contacts currently in the delay period |
| Completed | Contacts who finished waiting and moved on |
What to Look For
Drop-Off Points
Follow the numbers step by step. If 1,000 contacts enter but only 200 reach email #3, find where the drop-off happens. A big drop at a condition step means your criteria might be too narrow. A big drop at an email step could mean people are unsubscribing.
Open Rate Trends
Do open rates decline with each email? That's normal to some degree, but a sharp drop means your later emails might need better subject lines or more relevant content.
Condition Split Ratios
If 95% of contacts go down the "No" path of a condition, your condition might be too strict — or it might mean most of your audience doesn't match the criteria you expected.
Goal Completion
If you set a journey goal, the Goal Conversion Rate (contacts who achieved the goal / total enrolled) is your single most important metric. This tells you whether the journey is actually accomplishing what you built it for.
Common Issues and Fixes
| What You See | What It Might Mean | What to Try |
|---|---|---|
| Low open rate on first email | Weak subject line or wrong send time | Test a different subject line; check if quiet hours would help |
| High bounces | List quality issue | Review your import process; check for stale addresses |
| Most contacts taking "No" path | Condition is too narrow or data is missing | Widen the condition or check that contacts have the field populated |
| Contacts stuck at a Wait step | Normal — they're just waiting! | Check if the wait duration makes sense; reduce if engagement is dropping |
| Low click rate despite good opens | Email content isn't compelling enough | Improve your CTA; make the link more prominent |
| High unsubscribe rate at a specific step | That email is rubbing people the wrong way | Revise the content or tone; consider removing it |
Exporting Data
Click Export CSV at the bottom of the analytics panel to download detailed journey data. Use this for deeper analysis in a spreadsheet or BI tool, or to share results with your team.
Tips for Continuous Improvement
- Review weekly for the first month after publishing — catch issues early
- Compare versions after every change — make sure your edits actually improved things
- Focus on goals — open rates matter, but goal completion is what actually moves the needle
- Don't change too many things at once — if you revise three emails and change a delay simultaneously, you won't know what made the difference
- Let it run — give a new version at least a few hundred enrollments before drawing conclusions