Journey reports show whether automation is moving people through the intended experience. Review reports regularly so a journey does not quietly drift from the business goal.

What this guide helps you do

• Review entry counts, step progress, exits, delivery, opens, clicks, and errors.
• Find bottlenecks or broken steps.
• Turn journey results into follow-up work and improvements.

Before you start

• Know the journey goal and expected path.
• Let the journey run long enough to produce useful data.
• Have access to Customer 360 when individual follow-up is needed.

Do it manually

1. Open Engagement and choose Journeys.
2. Open the journey report.
3. Review entries, active people, completed people, exits, and step performance.
4. Check email delivery and engagement for message steps.
5. Open customer records for high-value or stuck people.
6. Create improvement tasks or revise the journey after review.

Ask Faster AI

• Summarize this journey report and identify where people are dropping off.
• Find customers stuck in this journey and suggest safe follow-up tasks.
• Review email engagement by step and recommend one improvement.

Review before saving, sending, or starting

• Compare report numbers to the journey goal, not vanity metrics alone.
• Check whether low performance is caused by Audience fit, timing, content, or sender setup.
• Avoid changing several journey variables at once unless the issue is urgent.

Common issues and fixes

• If no one enters, check entry Audience or trigger.
• If people stall, review wait steps, conditions, and missing data.
• If email steps underperform, review sender, subject, content, and Audience quality.

After the journey starts

• Review entries, active people, exits, and step performance during the first run window.
• Open sample customer records to confirm the journey context matches what the customer actually did.
• Pause before editing live timing, sender, Audience, or message content that could affect people already inside.
• Create improvement tasks from evidence instead of changing several journey parts at once.

Win-back customer journeys

For which win-back metrics matter after a lapsed-customer journey starts, read the win-back article. Win Back Lapsed Customers with Three Emails.

Connected workflows

• Connect a form to an Audience or journey
• Preview Audience counts before sending
• Use customer activity for follow-up
• Review AI drafts before publishing

Placeholder media

• Screenshot placeholder: add an annotated screenshot of review journey reports with customer names, emails, counts, and private campaign data blurred.
• Video placeholder: add a short walkthrough that starts from Engagement, shows the manual path, then shows the review step before any journey, broadcast, newsletter, or sequence goes live.

Related help

• Build a customer journey
• Create a welcome journey
• Review journey reports