What happened to the basic reporting functions?

Member

What happened to the basic reporting functions?

This "new experience" is giving me a headache. As a publishing company that sells advertising in our newsletters, we need to be able to tell our advertisers what the average open rate and average clickthrough rate is for the year. That information is no longer provided to your customers.

 

I am being told by technical support that I will have to open every single newsletter we sent out this year, create a spreadsheet and manually enter the number of emails sent, the number of unique opens and the number of unique clicks. Then I get to tabulate it myself. That can't possibly be the only solution your tech company provides.

 

The average open rate for the last six months and lifetime on my account was provided at the bottom of the reporting page since I became a customer in 2007. Now it is gone?

 

Constant Contact bills its self as a marketing company, but how are we to market our services to others without basic information like an average open rate and click through rate?

 

We can't get historical reporting as to the number of subscribers and unsubscribes for the past X number of days. That, too, has to be manally tabulated.

 

The reason people unsubscribe is only visible if people open every newsletter and click on the number of subscribers. That can't be exported either.

 

I asked to speak to a supervisor and was told today that it takes FOUR DAYS for a call back to be made. Either there are a bunch of really ticked off customers complaining about the "new experience" or there is some pretty significant dysfunction in the tech support department.

 

So, bottom line, without having to manually open 150 emails to get the data that is readily available in your system, what department can I call to order a report, even if we have to pay for what you provided free of charge for the past nine years?

GREG GERBER

18 REPLIES 18
Super Participant

I have been using the "Reporting Option" to get that in the new "Hemorrhoidal Experience"

 

You can also export the total data to a spread sheet.

 

BUT for some special reason known only to the crack pot CTCT imagineers it only lets me go back for a total of 50 events. I can't do any comparing to the same time last year as a result. Another EPIC FAIL.  The list keeps growing.

 

 

I've never seen a redesign of a product THROW OUT so many useful functions before in my 40 years in the computer business.

 

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Can someone tell me how to pull up more than 50 or why its top-stopped at a value less than the amount of data in the collection?

 

... and please collapse those dumb 90-Day Takeaways if you're not going to populate them as they take up a huge amount of UI.

 

 

I'm glad to know someone is as baffled as I am as to why the reporting functions are so lacking in their capability. The data is locked in Constant Contact's database anyway, so why not put it to use? 

 

As a publication, we send out a daily newsletter, so 50 days is about two months of history -- and yet the report still doesn't provide the average open rates and click through rates over that 50-day period. It's a very simple calculation.

 

You're right.  How does it compare historically?

 

How are marketers supposed to know if an email campaign is performing above or below average for other campaigns that year?

 

It's just silly. There must not be any more baby boomers employed at Constant Contact to reign in the millennials back to reality.

 

Here is my theory, and it's just a wild guess.

 

The effectiveness of Constant Contact's email marketing is likely dwindling and the staff doesn't want marketers to see that. When looking at the average open rates and click through rates by industry for publishing, the current averages being reported by Constant Contact are an open rate of 13.73 percent and click through rate of 13.58 percent.

 

According to my records, two years ago the publishing industry averages were an 18.2 percent open rate and 20.8 percent click through rate. A 7 point drop in two years is significant.

 

In 2011, that number was 18.1 percent open rate and 27.6 percent click through rate. Now we're talking a 50 percent drop in click throughs in five years.

 

That type of swing is impossible to detect when the company is limiting data to the last five emails or, at best, the last 50.

 

GREG GERBER

 

 

CTCT here is a old adage from my days of programming of which there have been many.

 

 

NEVER DESTROY CUSTOMERS DATA. 

 

 

Hello @RVDR and @Clique_Marketing

 

I want to thank everyone in this feed for all your great feedback about the reporting in the updated experience. I have compiled all of your suggestion and sent an email to our engineers with your concerns. We make updates often and are always interested in hearing how each of our customers use the product in their own environment.

 

We have a feedback section for the new Reporting tab. Please feel free to provide any addtional feedback there as well. You can also up vote any other ideas you would like to see!

Anna Davila
Community & Social Media Support

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

 

 

Anna, 

Can you tell me how to pull up more than 50 or why its top-stopped at a value less than the total amount of data that I have in my customer account ?

 

Tell me you didn't delete all my analytics.  

Anna or anyone??

 

 

Hello @Clique_Marketing. At this time, the reporting page can only pull in up to 50 emails at a time. In order to view the reporting for any campaigns after the last 50, you will have to click on each campaign individually on the Campaigns page to get the reporting. I'm very sorry if this is an inconvenience for you and this is something we have provided feedback for for our developers.


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.

Clicking on each campaign and then with a pencil and paper writing it down?  Pretty high tech .

I guess you haven't had to navigate that hornets nest too often.

 

 

It would have been much more palatable to go back to a certain chronological break point like 24-36 months than 50 emails which in some cases isn't even a full year.

 

I ponder the folks sitting around in your design meetings, they would seem to have no real idea how to design a product that folks can use without heartburn.

 

 

 

 

 

 

Most would agree that this new upgrade is a BUST in many critical areas.

 

Its baffling as to how this basic lack of control was signed off on by management.  Just baffling .....

great answer...... I know so many people who are moving because ff this latest update/downgrade. WHAT were you guys thinking?

you never answered any of the questions, just a stock cut and paste "reply". WHY were so many useful functions removed in the new system?

Occasional Participant

That was not an answer Anna_D, it was a canned response. The questions were WHAT HAPPENED TO ALL OF THE REPORTING FUNCTIONS in this awfule rollout?


@Anna_D wrote:

Hello @RVDR and @Clique_Marketing

 

I want to thank everyone in this feed for all your great feedback about the reporting in the updated experience. I have compiled all of your suggestion and sent an email to our engineers with your concerns. We make updates often and are always interested in hearing how each of our customers use the product in their own environment.

 

We have a feedback section for the new Reporting tab. Please feel free to provide any addtional feedback there as well. You can also up vote any other ideas you would like to see!



?

Occasional Participant

It is obvious the "developers" who get all the feedback from users, but rarely implement any of it, never have to take campaign results to a boss or client to justify having a job or continuing a contract.

 

In their little millennial minds, 50 days is an eternity of data -- it's like, seven weekend parties, man.

 

If the boss wants quarterly results or, God forbid, annual results to see if open rates are tracking up or down, you'll invest two full days doing nothing more than opening old campaigns, and manually entering the number sent, number opened, number of clicks into a spreadsheet.

 

Then, wait until he wants to know which email list had the best open rates and click throughs so more money can be spent targeting that group. Guess what? He's SOL because it's not possible with Constant Consternation's reporting functions.

 

Under the "new experience" email addresses that bounce back as "undeliverable" are immediately suspended. No further emails go out to those addresses -- yet, you're still billed for the contacts.

 

However, in the past, we would delete "undeliverable" email addresses and be bombarded with inquiries as to why people suddenly stopped getting their newsletters.  I guess, in some instances, an out-of-office bounce equates to an invalid email address.

 

In order to tell our advertisers how many people click on their banners, we have to open every single email and then search for the link to see the number of clicks that were registered.  More needless, time consuming claptrap from America's favorite email service.

 

Years ago I proposed developing a Premium level plan where companies like ours can pay for better reporting.  Of course, "the developers" have been mulling that over for six years now.

Occasional Participant

How do you get the reports (numbers opened) to update? There is no button I can find to do this since you've updated. And this is not always happening automatically.

Looks like Customer Support is shut down for the weekend.

 

Interesting question.

 

Not sure how often that data is refreshed.

You can add yourself to the campaign you sent, and resend it to yourself.

Then click on a link and refresh the report and continue to do that until you can figure out the frequency.

 

 

 

I doubt you'll get an answer on this from the forum mods too quickly.

 

 

Thanks, Hayley, but I know that.  My problem is that Constant Contact is not automatically refreshing the numbers.  I sent out an email in JULY that is still showing one number in the count, but another number if you go to see the actual names.  It used to be that I could refresh the counts myself, but this isn't the case since they updated.

Hello @FeliceL,

 

Thank you for posting! I logged into your account and I am not able to replicate a difference in the amount of opens when I'm clicking on the number from the reporting page. What browser are you using? Have you tried accessing Constant Contact from a different browser? Also, what is the name of the email campaign that this issue is occurring on? Once I have this information I can better troubleshoot this issue. 

Lenszie V.
Community and Social Media Support

If you find my post helpful, and it answers your question, please mark it as an Accepted Solution

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Hi @FeliceL,

 

You can view your reports in a more detailed view by clicking on the "Reporting" tab, and then "Open Rate" next to the email you want to view your reporting on.

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Once you are at the more detailed view of the reporting on our email, you are going to see the email addresses of the people who opened your email, as well as the date and time they opened it at. Be sure the "Display" in the dark gray area is set to "All Opens". This should be up to date when you click on this reporting page!

 

2016-08-09_9-28-12.png  2016-08-09_9-31-14.png

Hayley L
Community & Social Media Support

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.