Frequently Asked Questions

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Why do some contacts who have opened the email not show up in the email‘s opens report?

An open is recorded when an invisible 1px by 1px tracking image in your email displays on your contact's screen. It is also recorded when the recipient clicks on any of the URLs in your campaign that include link tracking.

Benchmark Email cannot record opens when:
  • ...the recipient does not enable images to display in an HTML version of your email.
  • ...the recipient's firewall or spam filter removes images from the campaign.
  • ...recipients that are receiving the email as text-only (unless they click on the link to view the email as a web page). Emails that are text-only do not support images and therefore the image we use to track it is not displayed.
  • ...the recipient’s server restricts outgoing traffic, preventing our system from receiving the proper feedback that notifies us of an opened email. (Commonly affects government institutions, banks, and organizations that deal with sensitive data.)

We recommend placing at least one http:// link into your text-only emails to take advantage of the fact that link click-throughs are tracked as opens.

Note: This will only work for http:// links and not the secure https:// versions.

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