---
schema_version: "1"
id: ee56652f00a07845971d2f29222172cb2be74ae65747baf56cfb2c0182c17e9f
title: Journey Experience Score (JXS)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_jxs.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_jxs.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dfeb44773400715c9b02495178074f408d9a70654a9abeffbb7f895608b14520
description: Quantifies the quality of customer experience during journeys, such as brand introduction, quote-to-cash, service, and renewals. It tracks the customer lifecycle from awareness to renewal, quantifying cross-departmental fluidity to drive funnel efficiency and highlight where customers stall.
products:
  - Cross Cloud
release: "264"
---
# Journey Experience Score (JXS)

Quantifies the quality of customer experience during journeys, such as brand introduction, quote-to-cash, service, and renewals. It tracks the customer lifecycle from awareness to renewal, quantifying cross-departmental fluidity to drive funnel efficiency and highlight where customers stall.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## JXS Use Cases

- To identify specific stages in the sales cycle where prospects are stalling or dropping off.
- To measure the fluidity of handoffs between marketing and sales.
- To pinpoint service inefficiencies that are negatively impacting renewal rates.

## JXS KPIs

![JXS KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_jxs.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d5633e88">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d5633e91">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Journey Experience Score (JXS) by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Isolates journey performance by department to reveal exactly where friction
                occurs in the customer lifecycle.</p>
              <p style="margin-bottom:0;">It allows leaders to pinpoint if bottlenecks are
                stemming from marketing handoffs, sales velocity, or service onboarding, enabling
                targeted process optimization where it matters most.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Campaign-to-Opportunity Contribution (First vs. Last Touch)</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Measures marketing effectiveness by tracking how specific campaigns drive
                pipeline creation, distinguishing between initial engagement and deal-closing
                influence.</p>
              <p style="margin-bottom:0;">It helps marketers optimize spend by identifying exactly which
                campaigns are starting conversations versus those that are pushing deals across
                the finish line.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Leads-to-Opportunity Ratio</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Evaluates sales funnel efficiency by measuring the percentage of leads that
                successfully convert into qualified sales opportunities.</p>
              <p style="margin-bottom:0;">A low ratio here signals
                a disconnect between marketing lead quality and sales qualification criteria,
                prompting necessary alignment strategies.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Won vs. Closed Opportunities Percentage</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Tracks sales performance by calculating the rate at which closed deals result
                in a win rather than a loss.</p>
              <p style="margin-bottom:0;">It serves as a definitive average for the sales team,
                helping leaders forecast revenue more accurately based on historical closing
                success.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Average Pipeline Velocity</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Measures the speed at which opportunities move through the sales stages from
                creation to closure.</p>
              <p style="margin-bottom:0;">Accelerating this metric directly increases revenue
                throughput, while slowdowns indicate specific bottlenecks in the sales process
                that require intervention.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Case Resolution Speed</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Tracks the average time that it takes for support teams to resolve customer
                cases from open to close.</p>
              <p style="margin-bottom:0;">Faster resolution times correlate strongly with higher
                customer satisfaction and lower churn risk, making this critical efficiency
                benchmark for service leaders.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">First Time Fix Rate (FTFR)</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Measures service quality by tracking the percentage of issues resolved on the
                first interaction or field visit.</p>
              <p style="margin-bottom:0;">A high FTFR is a primary driver of customer
                loyalty and cost reduction, as it eliminates the frustration and expense of repeat
                service calls.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e88 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d5633e91 ">
              <p>Identifies accounts facing friction at critical lifecycle stages, such as
                stalled sales opportunities or slow service resolution.</p>
              <p style="margin-bottom:0;">It highlights customers
                whose journey from quote-to-cash or support-to-renewal is incomplete or
                disjointed, requiring intervention to ensure progression.</p>
            </td>

          </tr>
        </tbody>
      </table>