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 (SaaS): "What is a CRM?", "How does project management software work?"
• Queries (Healthcare): "What are adaptogens?", "How do probiotics support gut health?"
• Queries (Finance): "What is a robo-advisor?", "How does travel insurance work?"
• 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 (SaaS): "Best CRM for marketing agencies", "Top project management tools for remote teams"
• Queries (Retail): "Best sustainable clothing brands", "Compare premium supplement brands"
• 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 decide?"

The bottom of the funnel. When users are evaluating options and ready to act, does AI recommend your brand?

• Queries (SaaS): "Should I use HubSpot or Pipedrive?", "Best CRM for a 20-person team"
• Queries (Finance): "Which robo-advisor should I sign up for?", "Best travel insurance for business trips"
• Queries (Healthcare): "Which telehealth platform is best for therapy?", "Top clinics for sports rehabilitation"
• 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 users and clients?"

Post-decision. When existing clients or users ask about your brand, does AI provide helpful, accurate information?

• Queries (SaaS): "HubSpot tips for agencies", "How to get more out of my CRM"
• Queries (Healthcare): "How to use Athletic Greens properly", "Is it safe to take probiotics daily?"
• Queries (Hospitality): "Marriott Bonvoy tips for business travelers", "How to upgrade with Hilton Honors"
• Key metric: Quality and accuracy of brand-specific information
• Win condition: Accurate, detailed, positive information that reinforces the decision and builds long-term loyalty

Funnel Visualization

The Journey tab shows a visual funnel with metrics at each stage:

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

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 ground to competitors at each stage?
• 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.