WalkThrough Reports: How to View and Understand WalkThrough Performance

The WalkThrough Report in ChurnZero provides detailed insights into the performance of your in-app WalkThroughs.
Use it to:

• Track WalkThrough flow performance

• See how customers engage with each step

• Measure completion and drop-off rates

• Prove the impact of your onboarding or engagement efforts

Note: WalkThroughs is an add-on module. Contact your ChurnZero CSM for pricing and feature activation.

Filter WalkThrough Reports by Accounts and Segments

You can filter your WalkThrough Report using two main controls:

1. Accounts that I Own / Accounts in My Domain / All Accounts

• Accounts that I Own: Only includes accounts where you are assigned as Owner or hold another Account Role
  Tip: Use this filter to focus on accounts assigned directly to you.

• Accounts in My Domain: Includes accounts you own plus accounts owned by ChurnZero users who report to you

• All Accounts: Includes all accounts, regardless of ownership

2. Account and Contact Segment Filter

• Account and Contact Segment Filter: Filters results based on the Account and/or Contact Segments you select

WalkThrough Settings: Key Information to Review

Each WalkThrough entry in the report includes:

• Status: Enabled (green) or Disabled (yellow)

• Page Name: The page where the WalkThrough launches

• Show: How often a user can see the WalkThrough

  • Everytime: Triggered each time the event occurs

  • Just Once: Triggered only the first time the event occurs

• Steps: Total number of steps in the WalkThrough

• Trigger: How the WalkThrough displays

  • Page Visit: Triggered when the user visits the page

  • Element Click: Triggered when the user clicks a specific element

• Audience: Segments of customers who will see the WalkThrough

• Start Date: Campaign start date

• End Date: Campaign end date

• Expires: Expiration period for the WalkThrough

Important: Understanding the "Everytime" Setting

If Show is set to Everytime (or has ever been set to this), the WalkThrough Report will display all activity and history for that WalkThrough:

• Every pass a contact makes is counted in the numbers and charts

• Report totals may be higher than the number of records in linked Segments

Example: If a step shows 27 views but the Segment lists 23 contacts, this means 4 contacts went through the WalkThrough more than once.

WalkThrough Overview Metrics

The Overview section provides three key metrics:

• Began the Sequence: Number of contacts (and accounts) who started the WalkThrough, with a bar chart showing daily starts over the last 30 days

• Completed: Number of contacts (and accounts) who completed all steps

• Abandoned: Number of contacts (and accounts) who exited before completing all steps, with a line chart showing drop-off by step

Step Tracking: See Performance for Each WalkThrough Step

The Step Tracking tab gives you metrics for each step in your WalkThrough.

• Settings: Shows the current settings for that step (past changes are not shown)
  Click the binoculars icon to view the step’s content

• Step Stats: Tracks activity for the step

  • Views: Total times the step was viewed

  • Completions: Times the call to action was clicked, moving to the next step

  • Abandons: Times the step was closed or the browser exited

  • Clicked: Total clicks on elements in the step (includes repeat clicks)

Charts include:

• Viewed: Contacts who saw the step vs. those who started but did not reach it

• Completed: Contacts who completed, abandoned, or are still in progress

  • In Progress Note: If no activity occurs for over 2 hours, status changes to “WalkThrough Abandoned.” If the contact returns, the abandoned status is removed

• Clicked: Number of contacts who clicked elements in the step

Contact Details: See Every Pass Through a WalkThrough

The Contact Details section lists every time a contact goes through the WalkThrough. 

You can filter by:

• All: All passes through the WalkThrough

• Completed WalkThrough: Passes where all steps were completed

• Abandoned WalkThrough: Passes where the WalkThrough was exited before completion

For each pass, you’ll see:

• Contact: Name and email (links to Contact Profile)

• Account: Account name (links to Account Profile)

• Begin Date: Date and time the sequence began

• Last Action Date: Date and time of last activity

• Status: In Progress, Completed, or Abandoned

• Last Step: The last step reached (only for In Progress or Abandoned)

Export Option: Click Export in the top right corner of the grid to download details as a CSV file.