Decline in total/unique clicks moving to CI Journeys from other email platforms

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Posted on by mkirkpatrick

Hi - I am working on an implementation of Customer Insights Journeys where the previous email system had been Marketing Cloud. One thing I'm noticing in the performance of email from MC to CI Journeys is a fairly steep drop off in total/unique clicks. If it was just one or two emails I might blame it on the content, but it's developing into a pattern. Because we've been warming the IP, we are still sending out the same email to different segments on each platform and even with the same content, the performance on CI Journey is significantly lower.

I have confirmed link tracking is enabled on all links. I have checked to see if I have a lot of contacts with Do Not Track set to Do Not Allow (none are), there are no consent records for the Tracking purpose.

Any other thoughts on why we would be seeing a sharp decline when other metrics like open rates remain consistent with previous levels?

Thanks!

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Fiona_Tiernan 325 Super User 2024 Season 2 on at

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Decline in total/unique clicks moving to CI Journeys from other email platforms

Hi,
Some other areas to consider - are you still sending the emails at a time / day consistent with when sent from the alternative system? Are any Frequency Caps set that could be affecting the stats?

Alternatively, Microsoft documentation on troubleshooting email issues can be found here.

If this answer was helpful, please consider marking it as verified :) Any questions please let me know, and I will try my best to answer them!

Kind regards,
Fiona