I'm wondering if anyone can help. It's becoming difficult to trust my click through lists due to the fact that in many cases I get examples of all employees at a certain company seem to click on all the links possible, all with the same time stamp. Same goes for some individuals. It started as only a few but is now getting hard to tell who has really clicked on anything.
At first I thought it must be some sort of error with the customer company email systems but how would constant contact read automatic things as actual clicks?
Anyone else have the same issue?
Solved! Go to Solution.
For the sake of visibility, I'm marking this response as an Accepted Solution.
Some security programs will "click" and "read" through emails as a method of anti-malware protection. This can result in some contacts showing as "opening" the email and "clicking" every single link all within the same moment of time - typically within a minute of the email being sent out.
Unfortunately, this issue is plaguing other ESPs as well, resulting in incorrect reporting information for anyone who uses our systems as well as others. We understand that you rely on accurate engagement reporting for your important marketing and other communications.
Our engineers are currently in the process of developing and testing a way to mitigate this issue from our end, but at this time we do not have an ETA on a release for such a system. As we receive updates about development, we will make sure this Accepted Solution post is updated in turn. We'll continue to flag and respond to threads outside of this one with the same issues and concerns, and make sure their accounts are marked for engineer notifications.
Thank you for reaching out to the Community! We completely understand how important it is to have correct reporting shown on your account. Constant Contact only looks at the individual clicks made by your customers. It does sound like our reporting is functioning correctly but for further research could you please email social_support(at)constantcontact(dot)com your username, a reference to this post, an example of an email campaign that has this reporting, and some examples of customer's email addresses that have the same clicks recorded at the same time.
Thank you for reaching out to the Community! I apologize for any confusion there may be with your email reporting. An email being marked as opened multiple times by one contact can be from their email preview pane "seeing" it every time your contact scrolls by it in their Inbox. We have also seen multiple counts of links being clicked or an email being opened due to a contact's security program. Before placing an email in your contact’s inbox many security programs screen these emails. These programs screen emails by opening them, downloading images, and clicking links. Being able to remove this reporting is a feature request I have submitted in your account and passed on to the appropriate teams.
Cases where individuals from the same company are all clicking at the same time is due to a contact's security program. Many security programs screen emails by opening them, downloading images, and clicking links. I apologize at this time, there is not currently a feature to remove this reporting. We have submitted your feedback on this reporting in the meantime.
Thank you for the reply. I had guessed this is the case but that it must be a fairly common issue for those of us not dealing with the general public. I will just have to disregard any clicks from the first minute of my campaign and hope there are only minimal legitimate customers.
Please feel free to reach back out to us if you run in to any more questions.
Have a great day!
Starting in November we noticed that our click rate had skyrocketed to 25%. Come to find out that isn't the case - that somehow Constant Contact is recording a click because some email servers trigger the first URL in our email (which is our company website). We knew that the open reporting is not accurate because some servers record an open when it isn't actually opened. Now the click reporting isn't accurate because some servers record a click when it isn't actually clicked. This makes it almost impossible to track to opened or clicked on newsletters. I have to filter out all of the contacts who "clicked" once on our newsletter because they probably didn't. The ones who actually did will never be contacted or marketing to further.
This is a huge drawback to Constant Contacts value to us. Is there a workaround to this? Do I put a fake URL as the first link in our newsletter? I need some help to resolve this issue please.
I can absolutely understand the want to have that reporting be as accurate as possible. You're correct that some server-side programs can cause false-click reports. The most common program type is server-side security programs. Those programs actually do open the email, follow the links, etc. The problem is that our system is unable to tell the difference between a click from an automated system, or a click from the recipient. There's no real work-around for this kind of problem though, and no way for us to bypass their server security.
We are absolutely tracking requests for us to find a workaround for this solution, though as I'm unaware of one in existence anywhere else, it would need to be custom built, and need to function across numerous email clients and their security programs. It will likely be some time before anyone is able to develop and deploy a solution.
Why doesn't CC set up an algorhym to analyze this when results are received? (recipients opening at the exact time it's sent, opening ALL links at the same time, etc). If our eyes can see this problem, why can't your analytics????
That's likely the solution that will need to be implemented. We do have a feature request in to our development team for a solution. I'll add you to the list of people requesting this as well. The more people that make a request like this, the higher priority it becomes for our development team.
Are we any closer to a solution for this? I just spoke with customer service and was told there is no timeline for when this will be solved.
You are correct, at this time we do not have a timeline when this experience will be resolved. I apologize for any inconvenience this may cause. There are many factors that are used to decide what is added to or updated in our product which can cause us to sometimes not have a timeline for when a feature will be available. Though this may be the case, this feature request has been tracked in your account. You will be notified directly when something like this becomes available. Please let us know if there is anything else we can assist with in the meantime.
Definitely, a challenge that needs correction. Add me to the list of the disgruntled looking for a solution. Until then, the analytics are useless, or at least questionable at best.
We are having the same problem. We were planning to switch to Constant Contact from a competitor because we thought the issue was unique to them. We've done a trial run and have confirmed this is still an issue as of June 18, 2020. This is a massive problem for email marketing.