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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Marketing email statis...
Customer experience | Sales, Customer Insights,...
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Marketing email statistics

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Posted on by Saad Farooq 65

Hi, I have a query about no. of emails sent via customer journey. I have attached two screenshots. My query is:

If the total no. emails sent was 441 and 17 had a status of "Delivery failed", then emails delivered should be 424. The screenshot shows 416 emails delivered BUT when I export the list of email addresses to whom email was delivered it has 424 contacts. So why is the reporting showing 416 whereas the downloaded file shows 424 (which seems more correct). I think this cannot be a sync issue (that the no. delivered is not updated yet) as the email was sent more than 3 weeks back. I am seeing similar for other emails sent too where the emails delivered + emails bounced does not add to emails sent in the Insights section and the downloaded file shows different numbers. Does someone have any ideas?

Email-Delivery.PNGEmail-Delivery-2.PNG

  • Saad Farooq Profile Picture
    Saad Farooq 65 on at
    RE: Marketing email statistics

    Thanks for your response Nya. I assume that "five messages in a row sent to a given address" mean those 5 sends were from 5 different marketing emails? I checked the Insights timeline for each of 16 hard bounced contacts and it only showed "hard bounced" and no soft bounces history. None of the 16 hard bounced contacts have received an email more than 3 times in the past (most of them received an email first time only).

    I checked the three exported files for "Sent", "Delivered" and "Hard bounced" emails and there were no duplicates within each file. Also, the number of unique mail addresses was 441, 424 and 16 respectively. 

    Now the question remains that why is Dynamics reporting 416 delivered whereas the exported excel for "Delivered" shows 424 contacts? 

    As mentioned earlier, I have seen similar pattern for other marketing emails where the sum of bounced and delivered does not equal sent (in the main statistics displayed in Insights) but the no. of unique rows in the exported files matches. Any other ideas?

  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: Marketing email statistics

    Hi,

    I suspect it may be caused by the following statement:

    If five messages in a row sent to a given address result in a soft bounce, then Marketing will treat that address as a hard-bouncing address and stop trying to send to it. (Ref: Email soft bounced)

    If there are 2 contacts who have been soft bounced 5 times and they are treated as a hard-bouncing address, there are actually 14 (i.e. 16-2) hard bounced emails and 11 (i.e. 1+5+5) soft bounced emails.

    Then the total sent number 441 = delivered 416 + 14 + 11.

    A soft bounce may occur because the recipient's mailbox is full, the mail server is temporarily unavailable, or the email account has been closed. 

    You can check whether there are duplicate contact records in your exported excel.

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