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Beginning Saturday 2/15 we will be upgrading our phone system to ensure we are providing you with the best possible experience.
Due to this upgrade, we will be limited to Chat support only on Saturday from 10-8 pm ET.
On Monday, President's Day, we plan to have both Chat and Phone support available from 10-6 pm ET on the new system.
Thank you for your patience while we make these important updates.
Thank you for reaching out to the Constant Contact Community. It's my pleasure to assist you today. I do want to clarify a few things about our Open reports.
Your Email Open report lets you know who opened your email and when, but it's not always 100% accurate. This is not specific to mobile devices, and can occur just as easily on computers or other devices. The way we record an open is if at least one of the following happens:
We can't track when a contact opens your email if they:
So, if your email is opened as text-only, or the images are blocked, or the <OpenTracking/> tag was removed AND the contact didn't click on a link in the email, their "open" won't be part of your reporting. You could have more Opens then your reporting is telling you about, but we do provide information that is as accurate as possible.
I hope this helps. Please let us know if there is anything else we can do for you. Thank you for choosing Constant Contact.
While I appreciate your very thorough explanation of all the reasons the counts in the open report are not or may not be accurate, my initial question was a response to the Constant Contact disclaimer that the counts from opening an email on a mobile device are not tracked. If that is the case, why are you promoting the use of mobile-friendly templates. This seems to get the cart before the horse, and I suggest you figure out a way to better track the use of a mobile template before promoting it.
Thank you for reaching out to us! So that is a great question in regards to the mobile clicks. I have reached out to our next level support and they have assured me that no matter if the recipient opens the email on a mobile device or a computer the tracking of clicks is always consistent and accurate. With that being said, would you be able to provide a screen shot of the information you found stating that mobile clicks aren't tracked? We would love to look into it a bit further!