E-mail stats - Follow up on your response rate

In the e-mail stats overview, you can find all details regarding your sent surveys. Of course, this is only available when you send your survey invitations through Hello Customer, or in other words, for Email touchpoints.

IN THIS ARTICLE

1. Where to find the e-mail stats
2. Interpreting the different graphs
   1. General response rate
   2. E-mail stats in detail
   3. Evolution
   4. Hourly average
3. Filtering your e-mail statistics
   1. Refine results
   2. Filter sets
   3. Compare
4. Not delivered
5. Unsubscribed

1. Where to find the e-mail stats

Option 1:

Step 1: From the home screen of your Hello Customer account, click on the Reports icon next to the touchpoint name

Step 2: Open the e-mail stats tab

Option 2:

Step 3: Open the e-mail stats tab

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2. Interpreting the different graphs

2a. General response rate

The general response rate widget gives you an overview of how many people answered the survey compared to how many people received your survey. There are three important measures in this widget:

• Delivered = the amount of people that received a survey invitation. So this is the number of first e-mails you sent, that also arrived in the mailbox of the respondent. E-mails that are not delivered are substracted from the total first e-mails sent.
• Answered = the total amount of people that answered the survey and at least answered the first metric question
• Text response rate = the amount of people that left an open text answer compared to the total amount of people that answered the survey

2b. E-mail stats in detail

In this widget, you can see all the details regarding your e-mails. There is also a split between the first e-mail and the reminder e-mail, in case you activated reminders for this touchpoint.

The different statuses an e-mail can have are:

• Sent = the e-mail is sent from the Hello Customer platform. People who are quarantined at the moment you uploaded them, will not be part of this total
• Delivered = the e-mail ended up in the mailbox of the respondent. This is equal to sent - not delivered. Reasons why some e-mails are not delivered include the e-mail bounced (a full inbox, wrong e-mail address, etc.) or because it was blocked.
• Opened = the respondent opened the e-mail. All opened are shown on the date the person received the first e-mail or the reminder.
• Answered = the respondent answered the e-mail. All answers are shown on the date the person received the first e-mail or the reminder. This may result in a different number for answered on the e-mail stats page compared to conversations and analysis, because there answers are shown on the date the survey was filled out.
• Unsubscribed = the respondent unsubscribed from the mailing list and does not want to receive e-mails anymore. Our system makes sure these people do not receive invitations for surveys again even if you upload them again. This is across touchpoints.
• Not delivered = all e-mails that did not reach the e-mail inbox of the respondent. Reasons why some e-mails are not delivered include the e-mail bounced (a full inbox, wrong e-mail address, etc.) or because it was blocked.

2c. Evolution

In the evolution graph, you can see on which days the respondents performed different actions. In these graph, all actions are shown on the date they were performed and not on the date the e-mail was sent, like in the e-mail stats in detail.

The actions included in the evolution graph are:

• Delivered = the e-mail ended up in the mailbox of the respondent. This is equal to sent - not delivered. Reasons why some e-mails are not delivered include the e-mail bounced (a full inbox, wrong e-mail address, etc.) or because it was blocked.
• Opened = the respondent opened the e-mail
• Clicked-through = the respondent clicked on a link in the e-mail

When hovering over the graph, you can see the exact numbers per status in the tooltip. It is possible to filter out certain information by clicking on them in the legend.

This graph is interesting to for example detect seasonal effects on your response rates, which day of the week is most popular to open an e-mail etc. That way, you can make sure to send your survey invitations on the best moment possible.

2d. Hourly average

In the hourly average, you can see the actions performed with the e-mail per hour of the day. This can help you to decide on the best time to send your e-mail to your respondents.

The actions included in the evolution graph are:

• Opened = the respondent opened the e-mail
• Clicked-through = the respondent clicked on a link in the e-mail

When hovering over the graph, you can see the exact numbers per status in the tooltip. It is possible to filter out certain information by clicking on them in the legend.

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3. Filtering your e-mail statistics

If you want to see the e-mail statistics for a certain group,  you can make use of the filters. The filter panel has several sections:

• Refine results
• Filter sets
• Compare

If you selected all your filters, or if you do not wish to filter, you can collapse the filter panel by clicking on the filter icon to make more space for the widgets on the page.

3a. Refine results

1/ Boolean

Booleans are keys with values that are either true or false. Most of the time, they will represent an answer on a yes or no question. Examples are:

• First time right = Answer on the question "Did we solve the problem in our customer service center with one e-mail / phone call?"
• Bought online = Answer on the question "Did this customer buy something online?"
• Car insurance = Answer on the question "Does this customer have a car insurance?"

In the participant attribute mapper, you can define which values represent the yes answer (true) and which ones no (false). In the Smart filtering, you will be able to filter on yes or no. If there are several values that represent yes / true, they will be combined into one option to filter on.

Numbers are keys with numeric values. These can be numbers with or without decimals. Examples are:

• Age = The age of a person
• Pieces = Amount of items purchased
• Years as customer = The amount of years the customer visits your shop / has an insurance at your company / ...

Numbers are shown in the smart filtering as  sliders to make it easy to select a certain range. You can also fill out the minimum and maximum value you want to select. It is possible to fill out the same number as min and max to filter on one value.

3/ Currency

Participant attributes with data type currency, are keys with values that refer to amounts in either €, $ or £. Examples are:

• Purchase amount = The ticket value of the last purchase
• Contract value = The value of for example an insurance contract

Just like for numbers, for currencies sliders are foreseen in the smart filtering to make it easy to select a certain range. Again, you can filter out one value by filling out the same number in the minimum and maximum box.

4/ Date

Participant attributes with data type date, are keys with values that refer to a certain date on which something happened. Examples are:

• Birth date = The date when someone was born
• Date visit = The date the respondent visited your shop, agency or restaurant

Dates can be filtered by using a date picker. It is also possible to fill out the start and end date manually.

5/ Text

Text can be anything that is not a number, nor a currency, boolean, date or time. Examples are:

• Employee = The person who helped the respondent on the phone, in the shop, ...
• Type of customer = The type of customer the respondent is, for example B2C or B2B

Also for text, we improved the filtering. All values are shown in a scrollable list and you can use the search bar to look for certain values.

6/ Team filter

For the metadata key that is set as teams filter in your touchpoint settings, we have something special. In smart filtering, we allow you to filter on the whole team structure that is set up in the settings. 

Example: 

• Let's assume this is the team structure set up in the settings. The teams on the lowest levels are the values you send along with your respondents to link them to the correct team:

  

• In the smart filtering, this will look like this for admins and people part of the root team (highest team):

  

Of course, all users only see the part of the team structure where they have access to. If a certain user only has access to one team on the lowest level of the structure, no team filter will be displayed in the smart filtering.

7/ Special cases

For the standard attribute Gender, we will always display three possible values in the smart filtering:

• Female
• Male
• Other

In the participant attribute mapper, you can define which values represent female, male and other in your specific key.

3b. Filter sets

To make it more convenient to filter on certain combinations of values, we have the option to work with filter sets. When you are filtering on several values from either the same or different participant attributes, you can save this combination as a filter set.

The values you added to the filter set will all be automatically selected when you click on it again. Simply click the bin next to the filter set's name to remove it from your list if it is no longer useful. All of the tabs on the analysis page can utilize the same filter sets.

3c. Compare

You can activate the compare functionality when you want to compare two consumer segments, such as younger and older customers.

When activated, a second list with all participant keys where you can filter on appears. Every widget will show the two different groups so you're able to compare two groups to each other. 

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4. Not delivered 

There can be a lot of reasons why an e-mail is not delivered, for example because it bounced or it was blocked. In the not delivered table, you get an overview of all the e-mails that were not delivered.

You can trigger an export with all details by hitting the three dots on the top right of the page. This can be interesting to get rid of these e-mail addresses in your mailing list to not pollute your response rate data.

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5. Unsubscribed 

In the unsubscribed list, you can find all the details of the people that unsubscribed from your survey e-mails. This will be shown per touchpoint, but in case someone unsubscribed for a touchpoint, they will neither receive your surveys from other touchpoints.

You can trigger an export with all details by hitting the three dots on the top right of the page.. This can be interesting to exclude these people from your mailing list to not pollute your response rate data. Do not worry however, if you do not exclude these people, our system makes sure not to send e-mails to unsubscribed people.

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