Opens and Clicks

[TomB077]

I am rather new to Constant Contact.

I have read that the reporting of 'opens' is not always accurate.  If fact, I was told by one of my contacts that they received my newsletter.  When I checked, she was listed among the "Did Not Open"  My question is this:  If a contact uses a preview pane in their email client they don't need to open the email to read it, is that one of the ways that the 'opens' are not always correctly recorded?

Thanks

[DavidL8146]

Hi Everyone,

When reviewing campaign performace; e.g. "opened" vs "bounced" vs. "not opened," does number 3 mean that the receipient simply trashed it without opening it, the email landed in a spam folder, or the reiceipient has merely left the item in their inbox unattended?

Or any one of the above?

TIA

DL

[Clique_Marketing]

DNO means that CT had no way to positively confirm it was opened. Its not the same as a bounce or SPAM report which each have their own reporting points.

A small image is included in each email, when that image is viewed the program considers it opened ( not necessarily read ).

Common practice is to wait a few days, copy the original email, rename the subject field and send it to the DNO list.

I consider this a dynamic A/B test of the subject line.  he-he

Tony Schaefer
Let us consult with you on your project
Accredited CTCT GOLD Solution Provider
Constant Contact All Star 2009-2010-2011-2012
www.cliquemarketing.biz

[MichaelD6550]

I need to see a list, alphabetically, of those that did not open the newsletter.  Not just those that were sent.  Now I have to compare the list of opens to the list of those sent and I don't have time or staff to do that.

[Samantha_O]

Hello @MichaelD6550 , 

If you look at the individual reports for a campaign you will be able to view a list of the did not opens.  Please keep in mind that there are some opens that cannot be tracked.  Here is how you can get the report: 

1. From the Home or Campaigns tab, click on the name of the Campaign to view the individual report. (You can also choose Actions > Reports).  
2. Across the top of the page click the Opens under Email Stats
   
3. Down the left hand side of the page click to view the Did Not Opens
   

[TomB077]

I have read that sometimes "Opens" are not recorded.  

When a contact uses an email client with the 'preview' feature, and the read the email in the preview window, does this result in an unreported open?  Or, does the preview window count as an open?

Likewise, if a contact clicks in the preview window is the click recorded in "Clicks"?

[Marissa_R]

Hi @TomB077 

Thanks for asking your question about what doesn't count as an open.

When we send out an email form our system, it includes a tiny invisible image. When images are downloaded in the email client (full screen or preview pane), this counts as an open. Another way that counts as an open is if your contact clicks on a link.

I hope that helps!

[TomB077]

Thanks Marissa.

I have a contact that tells me she is getting my newsletter, however, her name does not appear on the "Opens" or "Clicks" report.  Any idea why not?

[Marissa_R]

Hey Tom,

Did she tell you what email address she is receiving the email at?  If she has forwarding on her email address that is within your account to a different email address, that would not register.

Please email me her email address within your account and let me know if that is the email address where she is checking her email to social_support(at)constantcontact(dot)com.  I'd be happy to look into this for you!

Thanks in advance!

[TomB077]

I'll bet you nailed it Marissa.

She works for our local city government and I send to her .gov email address.

I don't want to continue to ask her about it, so I am going to drop the subject with her.  She says she's getting it, so that's good enough for me.

I am, however, curious how many of my contacts on the "Did Not Open" list fall into the same category. 

I suppose, if they (people like her who forward) click a link in the newsletter, it might not register as a click because of the forwarding.  Is that correct?

Thanks for the education.  

[Marissa_R · Accepted solution]

It's possible that a few have auto-forwarding on, but it's probably a much smaller percentage than you'd imagine.  And yes, you are correct, if they click a link in a forwarded email, that would not register either. 

A good option could be to send out an email and ask your contacts to update their profile by clicking the Update Profile link in the footer. That way they can ensure that they are receiving their emails at their email address of choice.

Just an option  

[IsabellaH12]

I had the same problem, even thought my contact clicked on the little box and downloaded the image they still showed not opened.

The only way to show it opened is if they clicked on the website link, which is not good in my case because my contacts don't need to click on our website every time we sent out an email. Can you help please?

[Frankie_P]

Hi @IsabellaH12 

I apologize you've had this experience with tracking your open! Though an open can be tracked through images being downloaded, it can sometimes also requite links in an email to be clicked. With that said, we would be happy to take a closer look into this for you. Please emails us at social_support(at)constantcontact(dot)com with your username, a reference to this post, the name of your campaign, the contact who had this experience, and the name of the security program they may have running.

[MerrillyN0]

I am a brand new company - the marketing only started a week or two ago. Is that why the click rate is so low? Do I just have to be around longer?

[Hannah_M]

HI @MerrillyN0

Great question, thanks for posting! The click rate depends on lots of different things so if you are a new company that could certainly be impacting this number. 

What industry are you in? Here's an idea of some averages to start.

Where did you collect your list of contacts? Do these people sign up with the expectation you will be emailing? What action are you asking them to take in your email (for the click!)?

Thanks,

[LindaL762]

What is the difference between an open and a click? Could not find answer anywhere on site.

[Hannah_M]

HI @LindaL762

Great question! Let me see if I can help define these for you.

Opens: An "open" means that Constant Contact's tracking methods have registered that the recipient of the email has opened it. This will happen when: 

• Images are being displayed in the email (this usually happens automatically with most email clients).
  or
• Links in the email are being clicked.

Clicks: "Click-throughs" refer specifically to when someone has clicked on a link in the email. The system will recognize all of the visits to these URLs and will separate them into unique and total clicks.

Hope this helps,