KPI Dashboard

Customer Journey Mapping KPI Dashboard in Google Sheets

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Understanding how customers interact with your business at every stage is critical for growth, retention, and satisfaction. However, many organizations struggle to visualize the full customer journey because data remains scattered across tools, teams, and reports. As a result, decision-makers often miss important insights.Customer Journey Mapping KPI Dashboard in Google Sheets

A Customer Journey Mapping KPI Dashboard in Google Sheets solves this problem effectively. It provides a structured, data-driven view of customer interactions, engagement, experience, and conversion across the entire journey. Because the dashboard works inside Google Sheets, it remains simple, flexible, and accessible to everyone.Customer Journey Mapping KPI Dashboard in Google Sheets

 What Is a Customer Journey Mapping KPI Dashboard in Google Sheets?

A Customer Journey Mapping KPI Dashboard is a performance-tracking system that measures how customers move through different stages such as awareness, consideration, onboarding, usage, support, and retention.Customer Journey Mapping KPI Dashboard in Google Sheets

This dashboard converts raw customer data into clear KPIs, comparisons, and trends. It helps teams answer questions like:

  • Where do customers drop off?
  • Which journey stage creates friction?
  • How does customer experience improve over time?
  • Are targets getting met month-to-date and year-to-date?

Because the dashboard runs in Google Sheets, teams can collaborate easily and update data in real time.

 Key Features of the Customer Journey Mapping KPI Dashboard

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

This ready-to-use dashboard includes:

  • Structured KPI tracking
  • Month selection using dropdown
  • MTD, YTD, Target, and Previous Year comparison
  • Trend analysis for each KPI
  • Central KPI definition control
  • Clean and scalable worksheet design

The dashboard uses 6 main worksheet tabs, each with a specific purpose.

 Dashboard Sheet Tab (Main Page)

The Dashboard Sheet acts as the command center.

 Month Selector

  • Located in cell D3

  • Selecting a month instantly refreshes all KPI values

 KPI Comparisons Displayed

For each KPI, the dashboard shows:

MTD (Month-to-Date):

  • Actual
  • Target
  • Previous Year
  • Target vs Actual
  • Previous Year vs Actual

YTD (Year-to-Date):

  • Actual
  • Target
  • Previous Year
  • Target vs Actual
  • Previous Year vs Actual

 Conditional Formatting

  • Green arrow → improvement
  • Red arrow → decline
  • Neutral indicator → stable

This allows leadership to understand customer journey performance within seconds.

Customer Journey Mapping KPI Dashboard in Google Sheets
Customer Journey Mapping KPI Dashboard in Google Sheets

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

 KPI Trend Sheet Tab

The KPI Trend Sheet provides deep analysis for individual KPIs.

Features:

  • KPI selection dropdown in cell C3

Displays:

  • KPI Group
  • Unit
  • KPI Type (LTB / UTB)
  • Formula
  • Definition

Monthly trend chart for the selected KPI

This sheet helps teams identify long-term behavior patterns and improvement opportunities.

 KPI Trend Sheet Tab
KPI Trend Sheet Tab

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

 Actual Number Sheet Tab

This sheet captures actual performance values.

How it works:

  • Select the first month of the year in cell E1
  • Enter MTD and YTD values for each KPI
  • All dashboards and trends update automatically

This ensures accurate and consistent data entry.

 Actual Number Sheet Tab
Actual Number Sheet Tab

 Target Sheet Tab

The Target Sheet stores benchmark values.

Purpose:

  • Define monthly and annual goals

  • Compare performance against business expectations

  • Drive accountability and improvement

Targets can differ by KPI depending on strategic priorities.

 Target Sheet Tab
Target Sheet Tab

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

 Previous Year Number Sheet Tab

This sheet stores historical KPI values.

Benefits:

  • Enables year-over-year comparison

  • Shows improvement or decline clearly

  • Supports long-term experience analysis

 Previous Year Number Sheet Tab
Previous Year Number Sheet Tab

 KPI Definition Sheet Tab

This is the backbone of the entire dashboard.

It contains:

  • KPI Name
  • KPI Group
  • Unit
  • Formula
  • Definition
  • KPI Type (Lower the Better / Upper the Better)

Any update here automatically reflects across all sheets.

 KPI Definition Sheet Tab
KPI Definition Sheet Tab

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

Advantages of Customer Journey Mapping KPI Dashboard

  • Improves visibility across the full customer lifecycle
  • Identifies friction points early
  • Supports data-driven CX decisions
  • Aligns marketing, sales, and support teams
  • Tracks performance against targets clearly
  • Requires no complex software

 Opportunities for Improvement

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

  • Add stage-wise journey scoring
  • Integrate CRM data automatically
  • Include persona-based analysis
  • Add sentiment analysis KPIs
  • Track omnichannel engagement
  • Implement predictive churn indicators

 Best Practices for Using the Dashboard

  • Update actuals consistently every month
  • Set realistic but challenging targets
  • Review KPI trends quarterly
  • Focus on journey stages with high drop-off
  • Train teams on KPI definitions
  • Use insights to redesign customer processes

 Conclusion

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

A Customer Journey Mapping KPI Dashboard in Google Sheets helps organizations understand customers beyond transactions. It turns interactions into insights and insights into actions. With structured KPIs, monthly tracking, and trend analysis, teams gain clarity and control over customer experience.

Because the dashboard is easy to use, scalable, and data-driven, it becomes an essential tool for marketing, sales, customer success, and leadership teams aiming to deliver exceptional customer journeys.

Frequently Asked Questions (FAQs)

Q1. Who should use this dashboard?
Marketing teams, CX teams, sales leaders, and customer success managers.

Q2. Can KPIs be customized?
Yes, all KPIs are fully editable.

Q3. Is Google Sheets suitable for large data?
Yes, with proper structure and periodic archiving.

Q4. Does it support MTD and YTD tracking?
Yes, both are built into the dashboard.

Q5. Can I add automation later?
Yes, Google Apps Script can enhance automation.

Visit our YouTube channel to learn step-by-step video tutorials

Youtube.com/@NeotechNavigators

Watch the step-by-step video tutorial:

 

Click to Buy Customer Journey Mapping KPI Dashboard in Google Sheets

PK
Meet PK, the founder of NeotechNavigators.com! With over 15 years of experience in Data Visualization, Excel Automation, and dashboard creation. PK is a Microsoft Certified Professional who has a passion for all things in Excel. PK loves to explore new and innovative ways to use Excel and is always eager to share his knowledge with others. With an eye for detail and a commitment to excellence, PK has become a go-to expert in the world of Excel. Whether you're looking to create stunning visualizations or streamline your workflow with automation, PK has the skills and expertise to help you succeed. Join the many satisfied clients who have benefited from PK's services and see how he can take your data analysis skills to the next level!
http://neotechnavigators.com

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