Independent research · methodology 2026-08-27-v1

Agentic Customer Journey Index

A journey-first study of whether agents can discover an offer, understand the consequence, and reach a safe review point on 26 major public-company websites.

This is not a generic protocol-file leaderboard. Each profile records the exact task, public URL observation, scan timestamp, methodology version, evidence coverage, safe stopping point, strengths, gaps, and correction route.

Independent observation

AgentReady scanned public URLs. Inclusion does not imply participation, approval, affiliation, or endorsement.

Safe-stop journeys

The journey contract stops before purchases, bookings, account creation, signatures, submissions, or other external effects.

Verified remains opt-in

Only owner-approved entries can enter the separate verified benchmark or claim a verified before-and-after improvement.

Cross-company synthesis

The visible pattern: discovery is easier to prove than safe interaction

Across 26 fixed customer journeys, the public scans produced 296 classified observations backed by 52 first-party or authoritative source records. Median evidence coverage was 47%. Every count below is derived from the timestamped profile registries; it is not a market-size estimate or a quality rank.

92

observations with public positive evidence

106

mixed observations with a concrete gap

10

observations with affirmative failure evidence

73

observations withheld because evidence was unavailable

Protocol evidence is only the opening move

Robots policies, sitemaps, structured data, and legal links help an agent orient itself. They do not prove that a product comparison, form, checkout, booking, or configuration journey is understandable.

Unknown is a research result

26 profiles contain at least one unobservable check. Browser availability, dynamic rendering, bot defenses, locale, and authentication can all limit coverage; this index preserves that uncertainty instead of turning it into a failure.

The conversion opportunity is the handoff

The recurring opportunity is to make price, scope, consequence, authority, provenance, and the final confirmation boundary legible before an agent reaches an irreversible action.

Comparable cohorts

Browse by customer journey

Read scoring limitations →

Research wave 1

Category anchors and high-fit prospects

Travel booking · Wave 1

Airbnb

ABNB · www.airbnb.com

47%

coverage

Find a family-friendly stay in Austin for four guests over a three-night weekend, compare two homes, verify total price, sleeping arrangements, neighborhood context, cancellation, and house rules, then prepare one stay for booking review.

5 strengths
2 gaps
Public evidence
Read the journey audit

Travel booking · Wave 1

Booking.com

BKNG · www.booking.com

48%

coverage

Find a refundable hotel near central London for two adults over three nights, compare two rooms, verify total price, taxes, payment timing, cancellation deadline, and guest evidence, then prepare one room for booking review.

5 strengths
2 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 1

Docusign

DOCU · www.docusign.com

50%

coverage

Evaluate Docusign for a procurement agreement workflow, compare the relevant IAM and developer surfaces, locate API, CLI, and MCP guidance, identify permissions and review boundaries, then prepare an integration recommendation.

5 strengths
2 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 1

eBay

EBAY · www.ebay.com

37%

coverage

Find a graded vintage sports card under $500, compare two listings, verify grading company, condition claims, seller history, shipping, returns, and total price, then prepare the stronger listing for purchase review.

3 strengths
3 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 1

Etsy

ETSY · www.etsy.com

39%

coverage

Find a personalized wedding gift under $150 that can arrive within three weeks, compare two listings, verify personalization instructions, seller identity, estimated delivery, returns, and total price, then prepare one option for checkout review.

3 strengths
3 gaps
Public evidence
Read the journey audit

Travel booking · Wave 1

Expedia

EXPE · www.expedia.com

41%

coverage

Find a refundable hotel in downtown Chicago for two adults over a two-night weekend, compare two options using total price and guest evidence, verify cancellation and payment timing, then prepare the preferred room for booking review.

5 strengths
3 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 1

HubSpot

HUBS · www.hubspot.com

48%

coverage

Evaluate HubSpot for a 25-person B2B team that needs CRM, marketing automation, support, and agent integrations; compare relevant plans, locate API or MCP documentation, identify limits and governance claims, then prepare a trial decision.

5 strengths
2 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 1

PayPal

PYPL · www.paypal.com

47%

coverage

Evaluate PayPal for an agent-assisted merchant checkout, locate current product, protocol, developer, catalog, order, and payment guidance, identify identity and confirmation boundaries, then prepare an integration decision.

5 strengths
2 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 1

Shopify

SHOP · www.shopify.com

48%

coverage

Determine how a brand can expose products to AI channels using Shopify Catalog, Agentic Storefronts, UCP, and checkout; locate developer access, merchant controls, attribution, and safety boundaries, then prepare an adoption plan.

5 strengths
2 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 1

Target

TGT · www.target.com

47%

coverage

Build a five-item dorm-room essentials basket under $250, compare suitable alternatives, verify current price and availability, choose shipping or pickup consistently, and prepare the basket for order review.

5 strengths
3 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 1

Walmart

WMT · www.walmart.com

48%

coverage

Build a ten-item household replenishment basket under $120, keep sizes and quantities comparable, verify local availability and fulfillment windows, identify substitutions, then prepare the basket for order review.

5 strengths
2 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 1

Wayfair

W · www.wayfair.com

37%

coverage

Find a queen platform bed under $800 for a small room, compare two viable products, verify dimensions, delivery timing, assembly, and return terms, then prepare the preferred item for checkout review.

4 strengths
3 gaps
Public evidence
Read the journey audit

Research wave 2

Expansion across transactional journeys

SaaS and API journeys · Wave 2

Adobe

ADBE · www.adobe.com

40%

coverage

For a small marketing team, compare the relevant Adobe creation and customer-experience options, identify agentic capabilities, usage or credit boundaries, governance claims, and the next evaluation step.

6 strengths
8 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

Atlassian

TEAM · www.atlassian.com

50%

coverage

Identify the Jira product and plan appropriate for a 25-person software team, determine how agents can be assigned and governed, find the relevant setup prerequisites, and prepare a trial checklist.

7 strengths
8 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 2

Carvana

CVNA · www.carvana.com

37%

coverage

Find two used compact SUVs under a hypothetical total budget, compare vehicle history, mileage, delivery availability, warranty and return information, and estimate which facts still require verification.

6 strengths
8 gaps
Public evidence
Read the journey audit

Agentic commerce · Wave 2

Chewy

CHWY · www.chewy.com

50%

coverage

Find a non-prescription adult-dog food matching a hypothetical ingredient constraint, compare unit economics and delivery timing, explain Autoship terms, and prepare one item for review.

7 strengths
8 gaps
Public evidence
Read the journey audit

High-intent marketplaces · Wave 2

Fiverr

FVRR · www.fiverr.com

39%

coverage

Find three providers for a bounded accessibility and agent-readiness audit, compare deliverables, revisions, turnaround, seller evidence, and estimated total cost, then recommend a review shortlist.

5 strengths
8 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

GoDaddy

GDDY · www.godaddy.com

37%

coverage

Search for an available domain aligned with a sample business name, inspect first-year and renewal pricing, identify privacy and DNS-management implications, and prepare the domain for registration.

2 strengths
8 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

LegalZoom

LZ · www.legalzoom.com

50%

coverage

For a hypothetical single-member business, compare the relevant LLC formation packages, identify what is and is not legal advice, surface recurring registered-agent or compliance charges, and prepare a question list for human review.

7 strengths
8 gaps
Public evidence
Read the journey audit

High-intent marketplaces · Wave 2

Opendoor

OPEN · www.opendoor.com

52%

coverage

Review how an eligible homeowner could request a cash offer, identify required property information, service fees, assessment steps, adjustment risks, and alternatives, then prepare questions for a human decision.

7 strengths
7 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

Salesforce

CRM · www.salesforce.com

53%

coverage

For a mid-market commerce team, identify the relevant Agentforce product, map discovery-to-checkout capabilities, surface data and integration prerequisites, understand the pricing basis, and draft implementation questions.

7 strengths
8 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

ServiceNow

NOW · www.servicenow.com

33%

coverage

For an enterprise IT organization, identify how ServiceNow Action Fabric and MCP expose workflows to outside agents, map governance and metering controls, and prepare a technical evaluation checklist.

3 strengths
8 gaps
Public evidence
Read the journey audit

Travel booking · Wave 2

Tripadvisor

TRIP · www.tripadvisor.com

37%

coverage

For a hypothetical three-day Chicago visit, identify three highly relevant architecture or food experiences, compare rating evidence, duration, cancellation information, and likely total price, then select one candidate.

3 strengths
8 gaps
Public evidence
Read the journey audit

High-intent marketplaces · Wave 2

Upwork

UPWK · www.upwork.com

39%

coverage

Find three candidates for a four-week agent-readiness implementation project, compare relevant evidence, availability, pricing model, and marketplace protections, then draft a neutral shortlist.

3 strengths
8 gaps
Public evidence
Read the journey audit

SaaS and API journeys · Wave 2

Wix

WIX · www.wix.com

50%

coverage

Find the appropriate Wix product for a five-page local-service website, determine whether booking and payment features are included, compare the relevant plan boundary, and prepare to begin setup.

7 strengths
7 gaps
Public evidence
Read the journey audit

High-intent marketplaces · Wave 2

Zillow

Z / ZG · www.zillow.com

37%

coverage

Find two homes within a hypothetical budget and commute constraint, compare total monthly-cost signals and listing tradeoffs, and identify the better candidate for an in-person tour.

5 strengths
8 gaps
Public evidence
Read the journey audit

Same-boundary comparisons

Compare evidence without declaring a winner

Turn research into a verified improvement

Run the same diagnostic on your site.

Get public evidence, prioritized fixes, and a Fix Pack you can hand to a coding agent. Owner-approved before-and-after results can later qualify for the verified benchmark.

Scan your customer journey