Customer Journey Phase Progression

Customer Journey Phase Progression shows how consistently AI platforms mention your brand in conversations at the Awareness, Consideration and Decision stages of the customer journey.


Use it to see whether your brand remains visible as buyers move from discovering a problem to comparing options and choosing a provider.


What the chart measures

For each date and journey phase, Wheremore calculates:


monitored AI answers that mention one of Your Brands ÷ all monitored AI answers in that phase × 100


The result is a visibility percentage.


For example, if your brand appears in 8 of 10 Consideration answers on a monitoring date, the Consideration value is 80%.


The chart normally contains three lines:


  • Awareness — conversations focused on discovering and naming a problem.
  • Consideration — conversations evaluating solutions and comparing options.
  • Decision — conversations supporting a final provider or product choice.

If you select one journey phase in the dashboard controls, only that phase is shown.


Before data appears

The selected project needs:


  1. An active AI Visibility monitoring configuration.
  2. At least one active monitoring question.
  3. One or more selected AI platforms.
  4. Completed monitoring responses within the selected period.
  5. At least one name configured under Your Brands in AI Visibility Settings.

The chart uses processed AI responses. A newly created configuration will remain empty until its first scheduled monitoring run has completed and the responses have been processed.


Quick start

  1. Open the AI Visibility Dashboard.
  2. Select the required project.
  3. Choose a date range.
  4. Leave Journey Phase, Configuration and Platform set to all values for the widest view.
  5. Set Provider Position to Mentioned Anywhere.
  6. Compare Awareness, Consideration and Decision.
  7. Narrow the filters to investigate a particular configuration, platform, phase or recommendation position.
  8. Hover over the chart to compare the visibility percentage and underlying response counts for a monitoring date.

Apply the dashboard filters

Project

The project determines the monitoring configurations, responses and brand settings included in the report.


Projects are limited to those available in the active workspace. Changing project refreshes the compatible AI Visibility controls and the chart.


Date Range

Choose a preset period or a custom start and end date. Dates are interpreted as UTC calendar dates and both custom boundaries are included.


Preset periods include today. For example, Last 7 Days means today and the preceding six UTC dates.


Monitoring may only run on selected weekdays. Days without a monitoring response are not treated as 0% visibility.


Journey Phase

Choose:


  • All phases
  • Awareness
  • Consideration
  • Decision

Selecting a phase changes both the answers included in the calculation and the lines displayed.


Configuration

Choose all configurations or one active monitoring configuration.


Use a single configuration when you want to isolate a particular audience, product, market context or group of monitoring questions.


Inactive configurations are not included in this report.


Platform

Choose all available platforms or one platform.


Use this filter to identify whether visibility differs between services such as ChatGPT, Claude, Gemini or Perplexity and their search-enabled variants.


Only platforms with data available for the selected project and configuration appear in the control.


Provider Position

Provider Position changes what counts as a visible answer:


  • Mentioned Anywhere — your brand appears anywhere in the structured provider list.
  • Top 3 Recommendations — your brand appears in positions 1 to 3.
  • #1 Recommendation — your brand appears in position 1.

This filter makes the chart progressively stricter.


A brand can therefore have strong Mentioned Anywhere visibility but much lower #1 Recommendation visibility. That means AI platforms recognise the brand but do not consistently place it first.


Read the chart

Read the tooltip

Hover over a measured date to see each visible journey phase in this format:


42.9% · 3 of 7 responses mentioned your brand


The hard numbers explain the percentage:


  • 3 is the number of monitored responses that mentioned at least one configured Your Brand at the selected Provider Position.
  • 7 is the total number of monitored responses for that date and journey phase after applying the dashboard filters.
  • 42.9% is 3 divided by 7, expressed as a percentage.

Each qualifying response counts no more than once in the numerator, even if it mentions the brand several times or matches more than one configured brand alias.


Check the counts when comparing dates. A large percentage movement based on a small number of responses should be interpreted more cautiously than the same movement based on a larger total.


Compare the phases

  • High Awareness, lower Consideration — the brand is recognised when the problem is discussed but is less consistently included during solution comparison.
  • High Consideration, lower Decision — the brand enters comparison sets but is not as often carried into final recommendations.
  • Lower Awareness, stronger Decision — the brand may perform well in specific buying conversations despite limited early-stage recognition.
  • Similar values across all phases — visibility is comparatively consistent throughout the monitored journey.

Compare Provider Position

Start with Mentioned Anywhere, then switch to Top 3 and #1 Recommendation.


The difference between these views helps distinguish:


  • general brand recognition;
  • shortlist presence; and
  • recommendation leadership.

Compare platforms and configurations

If the combined line changes unexpectedly:


  1. Select individual platforms.
  2. Select individual configurations.
  3. Check whether one platform or audience context explains the movement.
  4. Open the monitored responses to inspect what the AI platforms actually said.

Monitoring days and missing dates

Wheremore creates a date axis across the whole selected period. A day without completed monitoring data has no measured value.


The chart connects the nearest measured points so a weekday-based monitoring schedule remains readable. The connecting line is a visual continuation between observations; it does not mean Wheremore measured the intervening dates.


This is different from 0%:


  • 0% means monitoring answers existed for that phase, but none mentioned Your Brands at the selected Provider Position.
  • No observation means no qualifying answers existed for that date and phase.

Add annotations

Select a date inside the chart to add a short annotation. Use annotations to record events such as:


  • a major website or content update;
  • a product launch;
  • a brand-positioning change;
  • a monitoring-question revision;
  • a configuration or platform change; or
  • a significant campaign or announcement.

Select an annotation label to delete it.


Annotations provide context only. They do not change the monitoring responses or visibility calculation.


What the chart does not measure

Customer Journey Phase Progression does not directly measure:


  • whether the mention was positive or negative;
  • whether the AI answer cited your website;
  • your share of voice against a specific competitor;
  • website traffic, rankings or conversions;
  • the number of buyers moving between funnel stages; or
  • the same individual buyer progressing through a journey.

The phrase “progression” describes how brand visibility compares across the three monitored conversation phases. It is not visitor-level funnel tracking.


Use Conversation Sentiment Analysis, Citation Rate Analysis, Share of Voice and Competitive Win Rate for those separate questions.


What should I do next?

  • Open AI Platform Conversation Responses to read the answers behind a change.
  • Use Share of Voice to compare your mentions with selected competitors.
  • Use Competitive Win Rate to see how often your brand appears against competing providers.
  • Use Conversation Sentiment Analysis to check how the monitored brand is presented.
  • Use Citation Rate Analysis to see whether answers provide sources and cite your domain.
  • Review AI Visibility Settings if aliases or competitor groupings appear incorrect.
  • Review Manage AI Visibility Tracking if questions, journey phases, platforms or processing days need changing.

Data timing

The chart is not real time. Monitoring runs according to each active configuration’s selected processing days, and results appear after provider calls and response processing have completed.


The latest scheduled date can therefore be incomplete while jobs are pending, running or waiting to be processed.


Google AI Mode follows the same visibility rule: the chart requires a structured provider match to one of Your Brands. Answer-level citations do not count as a brand mention by themselves.


Troubleshooting

Select a project appears

  • Select a project in the global controls.
  • Confirm the active workspace is correct.
  • Confirm you have access to the project.
  • Reload the dashboard if the project selector has not finished loading.

Configure at least one of your brands appears

  1. Select Configure on the AI Visibility Dashboard.
  2. Add the company and product names that should represent your organisation under Your Brands.
  3. Save the settings.
  4. Reload the chart.

Avoid broad aliases that can also describe unrelated providers.


No monitored responses match the selected filters

  • Increase the date range.
  • Return Journey Phase, Configuration and Platform to their all-values options.
  • Use Mentioned Anywhere.
  • Confirm the configuration is active.
  • Confirm at least one scheduled run has completed.
  • Check the queue and response viewer if the latest jobs are still processing.

The chart shows 0%

Qualifying answers existed, but no configured Your Brand name was identified at the selected Provider Position.


The tooltip will therefore show 0 of the total responses mentioned your brand for that measured date and phase.


Check:


  • the answers in AI Platform Conversation Responses;
  • the aliases saved under Your Brands;
  • a less restrictive Provider Position; and
  • whether the questions describe the intended market and audience.

The lines differ from another AI Visibility report

Confirm both reports use the same:


  • project;
  • date range;
  • journey phase;
  • configuration;
  • platform;
  • provider position; and
  • Your Brands settings.

Different reports can also measure different concepts. Sentiment, citations, share of voice and visibility rate are not interchangeable.


The percentage changed sharply

Hover over both dates and compare the response totals. A small denominator can make one additional brand mention produce a large percentage change.


Also confirm that both dates are being viewed with the same filters and Provider Position. The tooltip counts apply only to the displayed date, journey phase and current filter selection.


The latest date is missing

The latest monitoring cycle may not have run or completed. Check the configuration’s processing days and allow the queue and response processor to finish.


The chart could not be loaded

  • Select Retry.
  • Reload the page.
  • Confirm your session is active.
  • Confirm the project still belongs to the active workspace.
  • Check whether other AI Visibility reports can load for the same project.
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