Click through rate crashed around 2019-01-24

SOLVED
Go to solution
Participant

Click through rate crashed around 2019-01-24

At around 1/24/2019, our click through rates crashed from the low 20s to low single digits (3%).

 

 

Any explanation?  

 

 

Open rates are off too.

 

1 ACCEPTED SOLUTION
Moderator

Hi @M4_Publishing

 

Thank you for reaching out to the Community! I can definitely understand how important it is to keep your email engagement high. I would be happy to help take a look with you. When testing one of your latest campaigns it landed in my Spam Inbox. Emails landing in Spam can trigger a decrease in your engagement. 

 

In fact, I was able to notice there are a lot of 3rd party links in your campaigns. One of those could have a bad rep that causes the email to go to spam. Because of this, I would suggest calling into our Deliverability Department. These support agents can help troubleshoot this further for you.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

View solution in original post

15 REPLIES 15
Moderator

Hi @M4_Publishing

 

Thank you for reaching out to the Community! I can definitely understand how important it is to keep your email engagement high. I would be happy to help take a look with you. When testing one of your latest campaigns it landed in my Spam Inbox. Emails landing in Spam can trigger a decrease in your engagement. 

 

In fact, I was able to notice there are a lot of 3rd party links in your campaigns. One of those could have a bad rep that causes the email to go to spam. Because of this, I would suggest calling into our Deliverability Department. These support agents can help troubleshoot this further for you.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

View solution in original post

The same thing happened to me. Up through January 20th(ish) my external marketing emails were averaging 20%+ click-through rates. Since then, they have all been less than 5%. Many of the emails that were previously getting 30ish% click-through rates were emails that were sent and continue to be sent weekly. The content does not change much. Why all the sudden is the same email only getting a 1% click-through rate?

Hi @marketinghdg 

 

Thank you for reaching out to the Community about your campaigns. I apologize for the experience you've had with their engagement reporting. These changes in your engagement is based on the amount of contacts you're sending to. Your campaigns 20%+ click-through rates were sent to one or two lists in your account. While on the other hand, campaigns with less than 5% were sent to all of the contacts in your account. Not only were these campaigns sent to a large amount of contacts, but also many of them are bouncing. I would suggest cleaning up your bounce list to see this engagement number rise again.

 


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

That's actually not the case. As you can see, they were both sent to around 51,000 people. The content of the email barely changed. This email was regularly getting around 31% click through on every send. 

 

Capture1.PNG

Capture2.PNG

 

 

Hi @marketinghdg 

 

Thank you for providing examples of the reporting. After looking closer at the reporting for the first campaign you mentioned with the higher click rate, I saw that the timestamp for most of the clicks happened shortly after your campaign was sent. When we see this happening, it is usually the result of a security program or setting in the receiving email client that is checking the email and included links to make sure that they are safe. We're not able to remove these types of clicks from your reporting. At this point, we can make an assumption that when your more recent email was sent, there may have been a setting that was updated on your contact's receiving end that did not click the links in this email, making it appear that the click rate was lower.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

That makes no sense at all. You're telling me that almost 1800 people, from different companies all over the country, all updated their settings at the same time? There are several other people on this chain with the same issues, and we need a better answer.

Occasional Participant

Same thing happened to us. We have not changed our content or the lists we are sending to, but have seen a dramatic decrease in our click through rates. It seems the other responses on here from Constant Contact are stock answers that don't explain why this has happened to multiple people. Very disappointing.

I'm sorry this is happening to you too! It would be nice if they would give us an actual answer rather than making up excuses... This sudden drop in click through rates is making me look bad every week when I have to report the analytics to my boss. 

Hi @marketinghdg 

 

I understand how important it is to keep your contact’s email engagement high. In cases like this where either opens or clicks decrease or increase suddenly, it’s generally due to updates on the contact's receiving end, usually due to their email clients' security settings. We aren't able to determine what security program all of these domains are using or what update was done that affected your click reporting. What we've seen in the past is that security programs for large, private domains will scan incoming emails and click on the links to make sure that they are safe before they are send to the receiver's inbox. Here’s some of the open reporting of the campaign you had originally raised concern for: 


2019-04-16_13-08-00.png
This campaign was scheduled at 7:05 am, with many of your opens being marked at 7:05am as well. This is a good indication of a security program receiving your email and immediately triggering an open and click report when checking your link. These clicks will affect the campaign reporting and can cause the click rate to appear very high. We understand how important having accurate reporting is but we do not have a way to remove these types of clicks from the overall reporting. Hopefully, this explains our original answer a little more.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Frequent Participant

We have had the opposite happen. On our last e-newsletter our clicks went up significantly by about 50 per link. When I analyse the results there is obviously some that can be atributed to email server security eg all contacts at one company are reported as clicking on the same 3 links out of 29 however the time stamps of these range over an hour, even for a single email address which is odd if it is done at the recieving server I would not expect the software to hang onto an incoming email for that long testing link validity. Looking into some of these in more detail there is a pattern. They open and click one link same time stamp, an interval then they open and click one link, another wait then they open and click on one link. All three links are near the top of the email.

 

Other email addresses are showing as clicking on all 29 links but again spread out over a long period of an hour or so.

 

I regularly send these out but this is the first time this has happened. It would be a huge coincidence if hundreds of companies had suddenly implemented the same server checking software with the same parameters. The more likely explanation is if CC used to filter these out and now isn't doing this.

 

My sales team follow up on every click through we get so now I have a problem in that I cannot tell which are genuine clicks and which are server generated ones. Any suggestions?

Hi @Techsil 

 

Thank you for reaching out to the Community! Although we have already offered support through the email you sent us, we would also like to share some of our response here in the Community for other users as well.

 

With that being said, you are correct, many cases where there are multiple counts of links being clicked are due to a contact's security program. Being able to remove this reporting is a feature request our Product team is collecting feedback on. Security programs triggering opens and clicks is something that can be difficult to narrow down. However a lot of security programs that do these kinds of verifying clicks share a database. A reason you may see so many clicks in the first couple minutes of a send is that those programs haven't populated the database with the link yet. Because of this we suggest reaching out to our Deliverability team for any available workarounds.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

Hi @NiciC22 

 

I apologize you’re see this happen as well. We would be happy to troubleshoot this further for you. We would however need more details on this experience. For instance, when did you see this drop in engagement? What are some example campaigns we can take a look at? I took a peek at your account and noticed many of your sends, and do see a difference in some of your click rates. With that being said, they do tend to match based on the list size you're sending to. For example campaigns sent to a list in the range of 30,000 contacts all have a 13% bounce and a click rate in the 20's. While smaller sends have a 35% bounce and a low click rate. Having a high bounce rate like this can cause your click rates to be low as many of your emails are not being delivered.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Participant

Hi!

 

We are experiencing this exact same issue in terms of a significant dip in click rates. We analyzed the two emails and the dip occurred when we switched to constant contact's new email format. Did anyone solve this problem?  We're trying out other email providers to see if it's a constant contact thing.  

 

Thanks!  Val

 

No one has given me an answer that makes any sense, unfortunately. If you can, I would look in to other providers as this has been an issue for us for months with no solution.

Hi @ErinH2. I reviewed the last 20 emails that you sent going back to the beginning of August and I'm not seeing a large dip in your click rate. The rates are fairly consistent when I compared emails created in the third-generation editor and the legacy editor over the past month and a half. If you could provide more information such as a comparison between two emails, that would be helpful. Thanks!


Caitlin M.
Community Manager
Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.