Metrics Drill-down in Journey Management

The Metrics lane in Journey Management lets you display customer experience metrics from QuestionPro CX surveys directly on your Journey Map.

You can use the Metrics lane to visualize:

• NPS (Net Promoter Score)
• CSAT (Customer Satisfaction Score)

This helps you understand how customers feel at different stages of their journey.

Metrics Drill-down allows you to filter metric calculations using Custom Variables from survey responses.

This ensures metrics represent only the customers relevant to your Journey.

When you add a metric:

• You select a QuestionPro CX survey.
• You select a metric type (NPS / CSAT).
• You select the survey question that defines the metric.
• The system calculates the metric using responses from the selected question and displays the value in the Journey Map.

To configure Metrics Drill-down in the Metrics lane, follow these steps:

• Go to: Journey Map » Metrics Lane

  

• Click Add Metric
• Select Source as CX Surveys

  

• Select the Metric Type (NPS / CSAT)

  

• Select the Survey
• Select the Survey Question

  

• Configure the Goal and Tracking settings
• Enable Drill-down

  

• Select a Custom Variable from the dropdown
• Select one or more Custom Variable Values

  

• Click Create

• The metric uses only responses matching the selected custom variable values.
• The metric updates automatically as new responses are collected.
• The filter applies only to that metric.

For a Journey built for Mobile App – First-Time Buyer, you might configure an NPS metric with Source set to CX Surveys, select the survey question "How likely are you to recommend us?", and apply Drill-down using the Custom Variable Product with the value Mobile App. As a result, the displayed NPS reflects only responses from Mobile App first-time buyers.