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Email Stats Reporting in ClubRunner appears to be unrelaiable

Discussion in 'General' started by Richard Blakeman on Aug 16, 2020.

  1. Richard Blakeman

    By:Richard Blakeman-  Aug 16, 2020
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    Hi. Some of our members have reported to me that the email stats report reports email recipients as not having opened the email (i.e. it remains in 'send' status), when in fact they say they have opened it. I thought at first that they must be mistaken, but just recently when viewing the stats report for our latest Bulletin, I noted that the email to me shows in stats as in 'send' status, when in fact I have opened it at least for times, and from two different devices.

    Has anyone else noticed this problem?

    The issue is important, because we regularly cull Bulletin and email recipients who do not open their bulletin emails from the club
     
  2. Cheryl Warren

    By:Cheryl Warren-  Aug 17, 2020
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    We have also noticed this issue.
     
  3. Zach

    By:Zach-  Aug 19, 2020
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    Hello Cheryl & Richard,

    Thank you for the great question about email tracking.

    We use the industry standard method of open email tracking, which is to include an image within the email, that when downloaded counts as an open. If for any reason the image is not downloaded, then the email will not be marked as opened. For privacy and security reasons, mail providers do not give us more information after the email is successfully delivered to their platform.

    This does mean that the open and delivery stats can not be 100% accurate. There are cases where an email is delivered successfully, and the tracking image is downloaded, but the email is not delivered to the members inbox. This could be due to the members own email configuration in their email client, or a policy implemented by their email provider.

    We’ve discussed this previously in the community, and I will quote previous response from this topic: https://www.clubrunnercommunity.com/threads/how-do-you-measure-the-success-of-a-newsletter.249/


     
  4. Richard Blakeman

    By:Richard Blakeman-  Aug 19, 2020
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    Thanks Zach. Seems strange. Up until now emails sent to my GMail account have always shown in ClubRunner as having been 'opened' after I have opened them, but suddenly I get one that won't show as opened no matter how many times I open it. Nothing has changed my end so I don't understand the sudden failure. However it does reinforce that we can't take the figures as gospel. We have been using the stats to assess the reader appeal of our Bulletins but I guess we will have to exercise caution from here on when interpreting the figures.
     
  5. Chris McGrath

    By:Chris McGrath-  Sep 4, 2020
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    Hi all,
    I have had this issue too but as an alternate have sent some club emails using my Gmail account and use Mailtrak. This solves most of the issues with exception if you send to more than one address. An upgrade to Mailtrak will fix that too. I get a report of all that are received only.
     
  6. Zach

    By:Zach-  Sep 4, 2020
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