Student CRM's built-in email reporting automatically tracks every email when you send out Campaigns, Touchpoints and Adhocs:
Campaigns - example: a special welcome email to all applicants
Touchpoints - example: a follow-up email to all enquiries
Adhocs - example: a forthcoming event dates email
3 useful sections
As the following example shows, each email report contains 3 sections:
(click the links to jump to details about the sections or the FAQs)
The 'All time stats' section
Regardless of the filter and display options you choose further down in this email report, this section will always show you the stats for all the data ever. From here you can view the original email contents too.
Subject line and From name
The Campaign, Ad-hoc or Touchpoint ID
Recipients: the count of individuals who received the email vs those selected to receive the email. If these two values are different, it may mean some of the emails bounced.
Who sent this email (Campaigns and Ad-hocs)
Successful deliveries: the count of individuals whose email account accepted the email.
Total Opens: the gross number of times that the email has been opened (again, this requires the individual to have 'view images' turned on, which thankfully most people do). If an individual opens the same email many times, they all count towards this total.
Last Opened: The last date and time an open was recorded.
Clicks per unique open: The total number of clicks divided by the number of unique opens
Total clicks: the gross number of times that any link in the email has been clicked (this does not requires the individual to have 'view images' turned on as the link destination is what is tracked when clicked). If an individual clicks just one link once, that same link many times or every link many times, they all count towards this total.
Last clicked: The last date and time a click was recorded.
A thumbnail of the email template and content. Click the button to view a larger version. Please note that for Touchpoints, this will show the current content of the Touchpoint.
The 'Filter by Dates' section
Use this filter to zoom in on just a day, week, month or a custom date range of your own. Now the bars and boxes display the appropriate numbers to suit your filter. Bars and boxes come with helpful notes explaining the maths behind each number.
The time period your report covers. This drop down covers 3 preset periods; first 24 hours, 7 days and 28 days for Campaigns and Ad-hocs, or Last 24 hours, 7 days and 28 days for Touchpoints. You can also choose All data or a custom period. Note that these are on a rolling basis, ie yesterday's 24h period report will not match today's 24h period report.
Open rate: opened (during the selected period) as a percentage of delivered. See note below.
Click rate: clicked (during the selected period) as a percentage of delivered. See note below.
Delivered: the total count of successful deliveries.
Opened: the count of unique individuals (during the selected period) who opened the email (this requires the individual to have 'view images' turned on. See this article for more info on email tracking). If an individual opens the same email many times, they are all recorded as just one email being opened.
Clicked: the number of individual people who clicked any link in the email (during the selected period). For example, Sally Student clicks two links. Sophia Student also clicks two links. This would make "Clicked" 2, and "Total clicks" 4.
Undelivered: The number of undelivered emails (during the selected period).
Unsubscribed: the unique individuals who clicked the unsubscribe link in this email and who then change their email preferences to 'Opt out'. Someone who just clicks through to view their preferences and who does not opt out will not be counted as Unsubscribed from this broadcast. Please note that 'N/A' indicates the broadcast took place before the release of Unsubscribe metrics.
The 'Display Chart or Listing' section
Use this dropdown to choose either data plotted on charts or ready-made lists of recipients such as 'Delivered and opened but did not click'.
Available Reports
Activity Chart: Gross opens and gross clicks over the selected time period in a line chart.
Links Report (table): A list of Links within the email which have been clicked and how many times they have been clicked.
Delivered and Opened (list): A list of all of the individuals who received and opened the email, and the total number of times they opened it.
Delivered and Clicked (list): A list of all of the individuals who received the email and clicked it, and the total number of times they clicked any link.
Delivered but did not open (list): A list of all of the individuals who received the email and did not open it.
Delivered and opened but did not click: Al list of all of the individuals who received the email and opened it, but did not click it.
Undelivered (list): A list of all of the individuals to whom the email could not be delivered. This report shows whether the email was Hard or Soft bounced or Dropped.
Delivered but unsubscribed (list): A list of all the individuals who who clicked the unsubscribe link in this email and who then change their email preferences to 'Opt out'. Someone who just clicks through to view their preferences and who does not opt out will not be counted as Unsubscribed from this broadcast.
FAQs:
Q. Can I resend to recipients who 'Delivered and opened but did not click'?
A. Yes, you can - See this article for more information about tagging students from email reports.
Q. Can I use the chart in my own presentations to my stakeholders?
A. Yes, you just click the handles at the top right on the chart and choose your download format. Next, drag the downloaded chart image file into your PPT and you are good to go.
Q. How up-to-date are these charts?
A. All reports are generated live using stats data that is no older than 60 seconds.
A word about Rates and Deliveries
For Campaigns and Ad-hocs, the Open Rate and Click Rate will be measured against ALL deliveries since the broadcast was sent out.
For Touchpoints, Open Rate and Click Rate will be measured against just the deliveries during the selected period.
Please note however that it is possible a report might display more Opens and Clicks than actual Deliveries. If this is the case for your report it will tend to include a number of opens and clicks from Touchpoint emails sent out before the from date, than actual Deliveries. This can produce Open Rates and Click Rates of over 100%. The longer the date range the more this latency effect is reduced.
For example: if your touchpoint sent out 500 emails in Jan but only 200 emails in Feb, but you add the date filter for Feb only, you may see that you had 250 opens against 200 deliveries - giving you an (impossible) open rate of 125%. Clearly some of the opens you are picking up in Feb actually come from Jan's 500 emails. Because of the 'shifting sands' of touchpoints' continuous deliveries this cannot be overcome.
It should also be noted that deliveries are grouped by Student ID, meaning that although you may send 5 emails to one Student ID, but they will be counted as 1 delivery.
If you are measuring the effect of a change in a Touchpoint (such as a new, improved Subject line to increase the Open Rate), when you run a report starting on the date the new Subject line was introduced, please note that the Opens will include some individuals opening the emails with the old subject line as well as other individuals opening the emails with the new subject line.