Google Analytics - New Customer Journeys

Lorena Updated by Lorena

Our new Customer Journeys allow the tracking of data into your Google Analytics 4 account. This guide explains what data will be collected and how you can set up the link to your GA4.

When you add your company's Google Analytics code to JRNI, you can begin collecting data on the bookings made on your Customer Journeys. This data can provide your company with valuable insights, helping to improve the booking experience.
Google is moving from Universal Analytics (UA) to Google Analytics 4 (GA4). For more information on this, please refer to Google's documentation

How to set up

To begin sending data from your Customer Journeys to your Google Analytics account:

  1. Copy your GA4 code from your company's Google Analytics account.
  2. Insert the code into the journey builder for the journey of each parent company you want to link under Studio → Customize → Journey Builder → Edit the draft you want to publish or make a copy of the current live version → Settings
Note: For new ID's it takes approximately 24hrs for data to start flowing into your Google Analytics dashboard.

What can be tracked?

You can track all pages of the new Customer Journeys, including:

  • Service selection page
  • Location selection page
  • Date & Time selection page
  • Personal details page
  • Confirmation page

We also track:

  • User engagement
  • Scroll
  • Page view
  • Page events
  • First visit
  • Session start
  • The selected service
  • The selected location
  • The selected appointment slots
  • The cancellation of an appointment
  • Confirm (equals the booking of an appointment)
  • Purchase (means a customer clicked on a slot but did not book an appointment eventually)

Overview of Events and their Triggers

Event

Which information is trackable?

Journey Step(s)

Where does the event occur?

Triggers

What action triggers the event?

cjr_page_event (JRNI)

All 

Every time the journey loads a new step (this includes all steps incl. e.g. disabled link pages)

cjr_slot_selected (JRNI)

Availability/Calendar step

Once the customer selects a date/time 

page_view (GA pre-defined)

All 

When the customer loads the page in the browser

scroll (GA pre-defined)

All 

When the customer has to scroll for a longer time for e.g. when scrolling through the service- and location list

session_start (GA pre-defined)

Service step or Location step

The first step that the customer lands on in the journey

cjr_service_selected  (JRNI)

Service step

Once the customer picks a service

user_engagement(GA pre-defined)

All

The session is active for more than 10 seconds 

form_start (GA pre-defined)

Personal Details step

When the customer fills out the form about their personal infos or contact infos

cjr_purchase (JRNI)

Confirmation step

Once the appointment is booked and confirmed

first_visit (GA pre-defined)

Service step

When a new customer lands on the service step for the first time

cjr_location_selected (JRNI)

Location step

Once the customer selects a location

cjr_purchase_canceled (JRNI)

Confirmation step

When the customer cancels the booked appointment on the confirmation step

Cross Domain Tracking

You can extend the tracking capabilities of Google Analytics by adding cross-domain tracking. With cross-domain tracking, you can connect activity on one site with another. For example, if a customer clicks on a "Book an appointment" link on your own website that directs them to JRNI's customer journeys, this cross-site action is tracked with cross-domain tracking. 

For more information on cross-domain tracking, please refer to Google’s documentation.

Conversion Tracking

You can also extend the tracking capabilities of Google Analytics by adding conversion tracking. Conversion tracking captures how your customers engage with your organization’s ads.  

For more information on conversion tracking, please refer to Google’s documentation

Google Tag Manager

You can also leverage Google Tag Manager to add tags that customize the online booking process experience within JRNI.

For more information on Google Tag Manager, please refer to Google's documentation.

Once you've created an account and tag container, you will need to contact our Support with the Tag Container ID and a link to your customer journey to enable the required GTM scripts on your journey.

How did we do?

Analytics overview

Using the lead time dashboard

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