There is always more than one way to visualise a particular dataset. The way you choose can emphasise different aspects of the data, and help you to tell your story.
This way of presenting the complaints journey emphasises the proportion of customers who have different experiences, and the flows from stage to stage. It might seem a bit perplexing at first glance, but is quite accessible when animated one step at a time.
It’s a handy alternative to our usual complaint journey “bubbles” chart.