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9.1. Tracking Results
Updated 12.30.19
The Track Your Results feature provides key information about open, click, unsubscribe and bounce rates for eMessages you send through the NewPanda system.
*Please note:
- It can take up to 72 hours after the initial send time for all messages to be delivered. Track Results shows delivery rates in real time, so if you just sent your message, please understand it may take from several minutes to several hours for the bulk of your messages to be delivered. Check out our Knowledge Books page on throttling for more info on why we can't just blast your messages out all at once.
- Email tracking is not 100% fool-proof since it is reliant on individual recipient email settings, and is (as with any online service) at the mercy of connectivity and other technical issues that occasionally arise. Results cannot be tracked if:
- The recipient has turned off (or not turned on) a setting to View Images from online URL paths on their viewing device.
- The recipient is not connected to the internet at the moment they first open the email (they are viewing previously loaded/received messages, which they may not have viewed previously).
To explore detail about who opened, clicked, unsubscribed from or did not open a message, click the number representing the total for the statistical category.
Example: Results for message called AUTO-PILOT EMAIL: Fall Back:
Each column for a particular eMessage contains up-to-the hour data about the number of eMessages that have cleared our outbound servers (Sent), and the results of the campaign (Opened, Unopened, Bounced, Pending and Unsubscribed).
Click on the appropriate number in each column to view the recipients associated with the data. Once the data is displayed, you can click the Excel icon to export a copy of it for future reference. Click Back to Track Your Results to navigate back to the previous page.
What do the stats really represent?
The Sent column displays:
- All = the total number of recipients to whom we were actually able to send the eMessage
- Delivered = the total number of eMessages that were accepted by the receiving email server (Note: Individual recipient email settings may prevent the message from landing in the INBOX - but the receiving email server has acknowledged the message)
The Delivered column displays:
- Opened = the number of unique recipients that opened the message, and what percentage of your total recipient list for the message this figure represents. Click on the number ("3978" in the example above) to view unique recipients that opened this message. Click Back to Track Your Results to navigate back to the previous page.
- All = the total number of times the eMessage was opened or clicked on. This includes multiple "opens" by the same recipient. Some client email programs (like Outlook) count a "preview", where the message is displayed even though the recipient hasn't clicked to open the message, as an open (since the message is actually visible to the recipient). We cannot override email client settings such as Outlook's Preview / click; these items will be recorded as multiple opens if a recipient previews a message AND clicks to open it.
- Unopened = the number of recipients that have not yet opened the message. Click on the "unopened" number ("19160" in the example above) to view recipients that have not opened this message. Click Back to Track Your Results to navigate back to the previous page.
The Not Delivered column displays:
- Bounced = the number of recipients for whom the message could not be delivered due to full mailbox, spam filters or invalid email address. These may be temporary or permanent failures. Click on the "bounced" number to view recipients whose messages bounced.
- Contacts you've deleted since sending your message will not appear in the Bounce Detail report even though their bounce was tracked.
- If available, the reason for bounce as provided by the recipient email server is displayed.
- Click on the contact name to navigate to the contact detail record. (Sorry, if you did not include contact names, this feature is not available.) Within the Subscription Info section, click Details to view any additional information that may be available about a particular email address and its status in NewPanda.
- Click Back to Track Your Results to navigate back to the previous page.
- Learn more about bounces here.
- Pending = the number of messages for which we have not received a "delivered" response from the receiving email server. We will attempt to deliver to each recipient for up to 72 hours. If at that time we've still not been able to deliver the message, it will fall into the Bounced category. If we receive too many bounces for a single recipient, we'll automatically remove that email address from your sendable list. Learn more about that here.
The Unsubscribed column displays individuals that clicked the "unsubscribe" link from the specific message you sent. Click on the "unsubscribed" number to view recipients that unsubscribed.