Frequently Asked Questions
Free Health Check
What does the health check do?
The health check gives you a quick metric for the health of engagement of your marketing emails. It lets you see where you can improve and gives you an instant indication when your efforts improve your score.
What marketing platforms are supported?
We currently support ActiveCampaign, Campaign Monitor, Constant Contact, HubSpot, Infusionsoft, Keap, MailChimp and Sendinblue.
My marketing platform is not supported, what can I do?
We are always looking at adding new platforms when there is demand. There will be support for additional platforms in the future, why not let us know what platform you are using, and we will let you know when it’s supported?
Unfortunately, some marketing automation platforms don’t make it possible for us to retrieve the email engagement data that we need to run a health check. Currently, this includes Ontraport, Drip and ConvertKit.
Why do you need to connect to my marketing platform?
The security of your data is our prime concern. To analyse the trends and metrics for your deliverability, we need to connect it to our platform. We don’t access or download any confidential or private data, we simply capture statistical data that helps us to generate the reports that will help you with your email deliverability and engagement.
If you use Deliverability Defender we will be tagging your contacts based on engagement and email status. This is the only time we make any changes to your system. We do not touch any of the fields or modify or delete any other data.
We only ever capture aggregate data, and will never look at or download email addresses or contact information.
If you have any concerns about the security of your data or require further information please do not hesitate to get in touch and we can go into more detail as required.
Running the health check is taking a long time, what should I do?
If you have a large number of contacts in your marketing platform, it may take a while to process them; please be patient. However, if the progress bar has not done anything for quite some time, try going back using the browser back button and running it again. If that does not work, please use the link to our Facebook group to get in touch.
How is my score calculated?
Engagement is the most important factor that affects whether or not your emails will end up in the spam folder rather than the inbox. A contact is deemed to have engaged if they’ve opened an email that you’ve sent them or clicked a link on one of those emails. The more recently a contact has engaged with you, the better.
The Email Health Check is a holistic score that looks at your engagement over different timescales.
Rather than just looking at how well a single email or campaign is performing, the health check looks at the engagement of all of your contacts that have been sent at least one email in the last 12 months.
What does my score mean?
In general, the lower your score, the more opportunities you have to improve things. Once you’ve taken the free Health Check, we can share more specific suggestions that will help you make improvements so you’ll reach more of your audience and avoid the spam folder.
Please bear in mind that, even if you’ve got a near-perfect score, there is always something more you can do to improve your performance.
Here’s a description of what your score will mean:
90+ – Excellent!:
It doesn’t get much better than this! Your engagement is looking excellent and your list hygiene practices are likely to be working very well. Be sure to avoid sending emails to people who don’t open them to protect your sending reputation and maintain your excellent Email Health Score.
80-90 – Good:
Your engagement is looking good. Your list hygiene practices are likely to be working well. Be sure to avoid sending emails to people who don’t open them to protect your sending reputation and maintain your good Email Health Score.”
60-80 – Fair:
Your engagement is looking fair. It’s important to make sure that you’re practising good list hygiene. Sending emails to people who don’t open them can harm your sending reputation and quickly reduce your chances of reaching the inbox. There is room to improve here. You could be reaching more of your audience.
40-60 – Needs Improvement:
Your engagement is poor and it’s likely that you haven’t been practising good list hygiene. Sending emails to people who don’t open them is damaging to your sending reputation and can quickly reduce your chances of reaching the inbox. You need to take action to improve your Email Health Score and reach more of your audience.
Below 40 – Needs Major Improvement:
Your engagement is very poor and it’s likely that you haven’t been practising good list hygiene. Sending emails to people who don’t open them can be damaging to your sending reputation, and puts you at high risk of getting your emails delivered to the junk or spam folder. You need to take urgent action to improve your Email Health Score so you won’t lose more of your audience
How is my score broken down?
Your Email Health Score is broken down into four key metrics. Each one has a slightly different “weighting” and we add up the totals to give a score out of 100. In each case, the higher the actual percentage figure, the greater the score for that metric.
New Contact Engagement: (to get the maximum score of 20, you need 70% engagement or above)
This is a very important metric that can be used as the barometer of your overall domain reputation across all mailbox providers.
It measures the percentage of contacts added to your database in the last 30 days who have been sent at least one email and have opened at least one of those emails. Our most successful clients achieve 80-90% engagement within the first thirty days.
30-Day Engagement: (to get the maximum score of 25, you need 70% engagement or above)
This metric shows you how well your contacts have engaged with you recently.
The more frequently you send emails to your engaged contacts, the greater the chance there is of them having engaged in the last 30 days. Send one email per month and your 30-day engagement will match your open rate; send two emails per week and it’s possible to reach as much as 80% of your audience within 30 days.
Our most successful clients consistently achieve 80-90% engagement in the last 30 days by regularly sending valuable content to their most engaged contacts.
90-Day Engagement: (to get the maximum score of 30, you need 80% engagement or above)
This metric is the most important of the four, hence the higher weighting factor. It shows how well you’re managing your engagement and removing unengaged contacts from your list. In an ideal world, you would never be sending emails to someone who’s not engaged within the last 90 days, so you should be aiming for 100% here.
To improve this metric, ensure that you stop sending emails to any contacts that reach 90 days (or longer) since they last engaged. It will take up to 90 days for this part of the score to improve, as we’re looking at the stats over this time period, therefore an immediate improvement won’t be reflected straight away.
Our most successful clients are achieving more than 90% engagement in the last 90 days by consistently and proactively managing their engagement
365-Day Engagement: (to get the maximum score of 25, you need 80% engagement or above)
This metric shows how well you’ve been managing your engagement and removing unengaged contacts from your list over the longer term. You really shouldn’t be mailing anyone who’s not engaged in the last year, so again you should aim for 100% here.
To improve this metric, maintain strict engagement management as described above. Our most successful clients are achieving more than 95% engagement in the last year by consistently and proactively managing their engagement in the long term.
What do I get with the free reports?
After you have tried the free reports you can register free for Deliverability Dashboard to get:
- Your updated Email Health Score emailed to you once a month, so you can be sure that you’re keeping on top of your email engagement
- Regular hints and tips to help you improve your email health score
- The option to manually update your Health Score weekly
- Access to our free List Scrubbing integration with Klean13 (note: Klean13 charges still apply)
What do I get if I subscribe to the Deliverability Dashboard Report Pack?
Adrian: what is this report pack? Where do people subscribe? Clarify/discuss…
You can upgrade to lifetime access to the Deliverability Dashboard Report Pack for just $17, where you will also get:
- Audience Analysis
- New Contacts and Engagement Report
- Overall Engagement Report
- Unengaged Contact Report
- Update your report data as often as you want and at any time
- One-off option to run the Deliverability Defender Tagging Tool
How do I get access to the more detailed Deliverability Dashboard Report Pack?
After you have tried the free dashboard, simply register for free in Deliverability Dashboard and once you have confirmed your registration using the link in the email we send you can subscribe to lifetime access to the report pack for just $17
How do I change my password?
To change your password at any time, log in with your registered username and password and click on “Settings & Account” on the left-hand menu from anywhere in the app.
What do I do if forget my username or password?
To reset your forgotten password, click “Reset Your Password” on the login page, then enter your email address into the text box. Clicking “Reset Password” will then send an email to you, which contains a link to reset your password. Now you just need to enter your new password into both text boxes, and clicking “Submit” will change your password.
How do I interpret the Audience Analysis report?
This report shows a breakdown of your marketable contacts according to their mailbox provider. It’s important that you understand where the majority of your audience members “live” so you can follow the rules of the mailbox providers that are most popular with your audience.
How do I interpret the Email Engagement Report – Engagement Over Time report?
This report shows you how many people (and the percentage) have opened something within the last X days. The open percentage will normally be quite a bit higher than the open rate you’ll see in other email stats because it’s looking at the overall engagement in the time period shown. So as long as a contact has opened something in the last X days, they’ll show as an open here.
Typically, anyone who hasn’t opened or clicked anything in the last 90 days is considered to be unengaged. The best practice is to add those people to a last chance re-engagement campaign and, if they don’t respond to that, stop mailing them.
This report also shows you everyone who you’ve not sent anything to in the last X days. Infusionsoft considers anybody who’s not been mailed within the last 4 months as cold and may send emails to those contacts from an IP address with a lower reputation.
How do I interpret the New Contacts and Engagement Report?
An analysis of the new contacts that have been added in the last 30 days: how many, what domains, and the engagement rate. Why is this important?
- You should be adding more contacts than you’ve lost (i.e. that have become unengaged) from your existing contacts.
- You should be sending emails to all of your newly-added contacts.
- You should be getting a very good engagement rate (at least 70-80%) for new contacts. Otherwise, you’re going to really struggle to get them to engage further down the line.
How do I interpret the Engaged Contacts Report?
This report shows the engagement details for contacts that have been sent an email in the last 7, 30 and 365 days. You can use this report to see clearly the number of contacts that are engaged and it is broken down by provider to make it easier to compare.
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How do I interpret the Unengaged Contacts Report?
This report focuses on the unengaged contacts so that you can clearly see where you need to stop sending to contacts that are no longer engaged and improve your overall deliverability and domain reputation with providers from an engagement perspective.
The report excludes contacts that have been added in the last 30 days (please see the New Contacts and Engagement report for those details).
Can I change the CRM platform I’m using for Dashboard?
Yes, absolutely you can, simply select the “Reselect CRM Platform” option on the left-hand menu bar at any time.
what happens to my existing data when I change the CRM platform?
What is Deliverability Defender?
Here’s what Deliverability Defender can help you do, quickly and easily:
Use Provider Performance Insights to Proactively Manage Your Reputation, so you can nip minor deliverability issues in the bud before they turn into crises.
Use our simple graphs to identify trends, or dive deeper into the actual numbers if you prefer. Everything is broken down by email provider, so even if you just spot an isolated issue with one particular email provider, you can take immediate action before things get out of hand.
Use Easy Engagement Management to Automatically Tag Your Contacts, so you can easily find your most engaged contacts, and you can identify those that are no longer engaged, allowing you to maximise your open rates, and therefore your future deliverability.
Easily target your broadcasts and campaigns to the right contacts based on the tags (updated daily) showing how long it’s been since they last engaged.
Unengaged contacts? They’re a breeze to handle, too. Automatically add them to a re-engagement campaign when the relevant tag gets applied.
Use Automated Opt-Out to Keep Your List Clean, so you can’t mistakenly hurt your reputation by continuing to message unengaged contacts.
Easily unsubscribe contacts who haven’t opened anything and not responded to your re-engagement campaign so they don’t harm your reputation over time.
Use Automated Soft Bounce Management (Coming Soon), so you can spot the problems that most people don’t look for and quickly fix these hard-to-find issues that would otherwise hurt your reputation.
Soft bounces are a sign of problems that you might not otherwise spot. And they’re not that easy to monitor automatically, as Infusionsoft doesn’t make it easy to manage soft bounces. Deliverability Defender will monitor all emails sent, and apply appropriate soft bounce tags to contacts where the number of soft bounces exceeds a configurable threshold. This will let you quickly and easily report on contacts where emails aren’t getting through, and trigger campaigns if required.
What is List Scrubbing?
Up to a third of your subscribers each year, will never open your emails, let alone click on your call to action. Email scrubbing is removing unengaged subscribers from your email list so that you can market only to people who want to receive your emails and is an essential part of targeting your marketing and maintaining your deliverability status.
What is WeDeliver.Email?
WeDeliver.Email gives you the flexibility and choice to use the third party email service of your choice, without moving away from Infusionsoft and without changing the way your email broadcasts and campaigns work. It allows you to use Infusionsoft to send your emails via Transactional Email Service Providers such as Send13, Amazon SES, SparkPost, Mailgun, SendGrid and SMTP.com.
Emails are sent from Infusionsoft to WeDeliver.Email which then sends those emails to the audience using the third-party email service of your choice.
If you want the flexibility of being able to choose which email service to use to get your messages to your audience, while still retaining the amazing automation features of Infusionsoft, this solution is for you!
How do I subscribe to WeDeliver.email?
This process is going to get slicker as time goes on, but for now, all you need to do is click here, fill out the form, and follow the simple instructions.