Inflated open and click rates

SOLVED
Go to solution
Boston_Hale
Rookie
0 Votes

My past couple of campaigns have had open rates of over 90% and click rates of over 90%, with the vast majority happening in the first 2 minutes after the send. This looks very wrong, and is not in keeping with our general pattern. The clicks are also all showing that all users have clicked both links in the email. Is there something causing the email to artificially produce these results, if so what, and how can I make sure this doesn't happen again? And, how can I extract genuine opens and clicks? Many thanks

1 ACCEPTED SOLUTION
William_A
Administrator
0 Votes

Hello @Boston_Hale ,

 

If their network or email program uses some kind of security tool that "opens" emails and "clicks" their links to check for malware, it can result in that kind of data. The only suggestion I'd have is to swap your authentication to self-authentication since you have your own domain, especially if you're going to be predominantly sending to internal (same domain) email addresses. Ideally, this would show the security algorithms that emails being sent through us by you are effectively coming directly from you, and avoid triggering the clicks/opens from bots

 

Beyond that, there's not much else you can do from your end. Our devs are constantly trying to identify the various programs that utilize this functionality, so they can set our system to ignore the behavior and triggers from these particular programs. If, after setting your account up for self-auth, the click rate spikes start bleeding into your other regular sendouts, then it may be worth calling in. That way our general support or higher level technical team can see if there's any further info that can be gleamed from the content of the emails with you live on the phone, or to see if the domains of the contacts that are seeming to bot-click them show any other particular consistencies we can track.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support

View solution in original post

Top Answer
Nick_S
Administrator

Hi @wilcoxonsensingtechnologies,

 

It's hard for us to know for sure without getting more details. This would be something I'd highly recommend speaking with our Delivery specialists about, as they can give a more informed answer. I think it's difficult for us to know fully, though. It's not necessarily an Outlook issue, as businesses could be using other platforms like Google Suite (random example). Are you seeing it with multiple business domains you send to or is one specific business domain causing the spike?


4 REPLIES 4
William_A
Administrator
0 Votes

Hello @Boston_Hale ,

 

If their network or email program uses some kind of security tool that "opens" emails and "clicks" their links to check for malware, it can result in that kind of data. The only suggestion I'd have is to swap your authentication to self-authentication since you have your own domain, especially if you're going to be predominantly sending to internal (same domain) email addresses. Ideally, this would show the security algorithms that emails being sent through us by you are effectively coming directly from you, and avoid triggering the clicks/opens from bots

 

Beyond that, there's not much else you can do from your end. Our devs are constantly trying to identify the various programs that utilize this functionality, so they can set our system to ignore the behavior and triggers from these particular programs. If, after setting your account up for self-auth, the click rate spikes start bleeding into your other regular sendouts, then it may be worth calling in. That way our general support or higher level technical team can see if there's any further info that can be gleamed from the content of the emails with you live on the phone, or to see if the domains of the contacts that are seeming to bot-click them show any other particular consistencies we can track.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
wilcoxonsensingtechnologies
Rookie

While my experience is not as extreme, I have experienced something very similar since June. Beginning in June, about 30-40 subscribers open and click every link in order, in keeping with a 'security tool that "opens" emails and "clicks" their links to check for malware'. I did not check my entire history, but in March, April and May 2023, this did not happen. In June, July, August and September 2023, it did. Only business emails are affected, not Gmail/Yahoo etc, so presumably recipients using Outlook. I have found several inquiries on Constant Contact in the same situation and the same time frame, so this is happening across the platform, including some users who are self-authenticated. What changed that would cause this?

Nick_S
Administrator
0 Votes

Hi @wilcoxonsensingtechnologies,

 

It's hard for us to know for sure without getting more details. This would be something I'd highly recommend speaking with our Delivery specialists about, as they can give a more informed answer. I think it's difficult for us to know fully, though. It's not necessarily an Outlook issue, as businesses could be using other platforms like Google Suite (random example). Are you seeing it with multiple business domains you send to or is one specific business domain causing the spike?



Elevate your marketing with Constant Contact's Professional Design Services! From eye-catching email templates to custom branding and social media graphics, our professional design services are tailored to boost your business's impact and engagement.

wilcoxonsensingtechnologies
Rookie
0 Votes

Thanks for writing back, Nick. Most of the subscribers affected by this came from a handful of businesses; there were a few outliers. I'll make sure to connect with the delivery specialists. Appreciate your guidance. 

Updates
Just Getting Started?

We’re here to help you grow. With how-to tutorials, courses, getting-started guides, videos and step-by-step instructions to start and succeed with Constant Contact.

Start Here

73% of SMBs express doubt that their marketing strategy is effective. Does this sound familiar? Read our Small Business Now Report to learn how you can tweak your strategy to see better results.

Go read our article
Upcoming Webinars
Aug 07
Constant Contact Community Walkthrough and Demo
2:00 PM - 3:00 PM EST
Jul 25
Webinar: Master Your Digital Marketing Metrics
2:00 PM - 3:00 PM EST