Customer Journey
The Journey tab maps your brand's performance across the four stages of the customer journey — showing where you win customers and where you lose them to competitors.
The Four Stages
1. Awareness
"Does the AI know my brand exists?"
The top of the funnel. When users ask broad, educational questions about your category, does AI mention your brand?
- Queries: "What is sensitive toothpaste?", "Types of running shoes"
- Key metric: Mention rate — how often your brand appears in awareness-stage queries
- Win condition: Being mentioned at all, even if not first
2. Consideration
"Does the AI include my brand in recommendation lists?"
The middle of the funnel. When users ask for recommendations or comparisons, does AI include your brand?
- Queries: "Best sensitive toothpaste brands", "Top running shoes for beginners"
- Key metric: Inclusion rate and position — are you in the list, and where?
- Win condition: Being in the top 3 recommendations
3. Decision
"Does the AI recommend my brand when users are ready to buy?"
The bottom of the funnel. When users have purchase intent, does AI recommend your brand?
- Queries: "Should I buy Sensodyne?", "Best sensitive toothpaste to buy right now"
- Key metric: Recommendation rate and sentiment — does AI actively recommend you?
- Win condition: Being the #1 recommendation with positive sentiment
4. Retention
"Does the AI support my existing customers?"
Post-purchase. When existing customers ask about your brand, does AI provide helpful, accurate information?
- Queries: "How to use Sensodyne properly", "Sensodyne vs switching to Colgate"
- Key metric: Quality and accuracy of brand-specific information
- Win condition: Accurate, detailed, positive information that reinforces the purchase decision
Funnel Visualization
The Journey tab shows a visual funnel with metrics at each stage:
| Stage | Metrics Shown |
|---|---|
| Awareness | Query count, total mentions, mention rate |
| Consideration | Query count, mentions, avg position, inclusion rate |
| Decision | Query count, mentions, recommendation rate, sentiment |
| Retention | Query count, quality score, accuracy assessment |
Stage Leaders
For each stage, EYE identifies the stage leader — the brand that performs best. This tells you:
- Which competitor owns each part of the funnel
- Where you need to focus your efforts
- Whether different competitors dominate different stages
It's common for different brands to lead different stages. A brand might dominate awareness (everyone knows them) but lose at the decision stage (AI recommends competitors when users are ready to buy). The Journey tab reveals these dynamics.
Stage-Level Competitive Analysis
For each stage, see how all tracked brands perform:
- Excellence rate — Percentage of queries where the brand is mentioned first
- Average position — Mean ranking position at this stage
- Sentiment — How positively AI describes the brand at this stage
- Trend — Whether performance is improving or declining at this stage
Using Journey Data
The Journey tab is most valuable for:
- Identifying funnel leaks — Where are you losing customers to competitors?
- Prioritizing efforts — Focus on the stage with the biggest gap
- Informing content strategy — Create content that targets your weakest funnel stage
- Measuring impact — Track whether your efforts are moving the needle at specific stages
The Action Plan uses journey data to create stage-specific recommendations. If you're weak at the decision stage, the plan will prioritize actions that improve your transactional query performance.