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Metrics from Customer Journey and Marketing Emails Insights differ for same campaign

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Posted on by Chris1968

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Hi,

We seem to have a difference of metrics results depending on where you are looking at.

Not sure if this should be the case but don't think it should??

A Customer Journey was sent out and we are receiving abnormalities in the results.

This is from the Marketing emails Insight tab

and this is from the customer journey Delivery KPI's

Would anyone know why these would differ??

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Hi Chris1968,

Check if the current marketing email exists in multiple customer journeys.

Also, the marketing email can be sent not through customer journey:

Send now button will allow the users to track insights on the marketing email that is sent without it being sent manually by creating a segment and a customer journey.

These are all possible reasons for the difference.

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Chris1968 333 on at

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Hi Leah Ju,

Thank you for your response.

Can you provide a bit more information around the Send Now option. not really understanding how this is differs from the Customer Journey aspect??

Looking at documentation this option is good for when the contact list is 30 or less?

We also seem to be having additional issues with people registering for an event but not all of them are being shown as registered. Any ideas of what could potentially cause this.

Could it be that the contact is not set up correctly in the system, with the Interest not being set and having --------- ?

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Hi Chris1968,

Since you are showing a specific customer journey, it is highly likely that there are other customer journeys that have sent this email, resulting in inconsistent data.

Dynamics for Marketing allows you to bypass the manual use of segments and customer journeys to send Marketing Emails through the send now button, although customer journeys and a static segment are generated in the background to track the insights.

So if you don't create another trip and add an email to its image, it may be because the email was sent by clicking the send now button.

Looking at documentation this option is good for when the contact list is 30 or less?

https://learn.microsoft.com/en-us/dynamics365/marketing/email-send-now

Yes, You can send to a maximum of 30 contacts:

When you want to write a quick email and send it to a few specific recipients, this is the time to do it without spending extra time creating segments and customer journeys.

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Chris1968 333 on at

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Hi Leah Ju,

That is something I think our marketing team would like. Not sure how many marketing emails are sent to 30 or less contacts??

Is there away that it can be reviewed what customer journeys contain this marketing email

Not sure if you saw my last question as I updated my previous message, again

We also seem to be having additional issues with people registering for an event but not all of them are being shown as registered. Any ideas of what could potentially cause this.

Could it be that the contact is not set up correctly in the system, with the Interest not being set and having --------- ?

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Hi，

Check if there are duplicate contacts(more than one contact with same email address).

The event registration IDs would be assigned to the Contact record NOT in the customer journey.

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Chris1968 333 on at

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Hi,
Sorry to keep bothering you with all these questions but still getting my head around Marketing

In the timeline of one of the contacts who was included in the customer Journey it shows multiple times for when the email was opened but the time is the same.

Also it seems the Registration was collated via a specific mail inbox??

I'm going to talk to the business tomorrow about how they went about setting this up and other things

Edited 06/10

Spoke to the Team and they set up the mailbox to specifically test that the metrics wasn't working correctly.

The Unique Clicks box displays Zero. but they know at least 12 people clicked on the 'Register' button so why would this not display the value

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