Invitation results can be viewed by selecting the chart icon next to an available sent invitation either from the View Invitation Results or Invitation Scheduler menu options.
The following statistics will be available to view as a pie chart or you can download the data as a CSV file:
- Invitation delivery statistics: Tracks the number of messages that were returned sent OK, Bounced, or Invalid.
- Subscription statistics: If a respondent selects the opt out link from their invitation then they will be recorded as unsubscribed. Subscription status per respondent can also be changed from the Respondent Manager.
- Active users responding to the invitation: This records respondents by statuses: Complete, Profile, Quota, Dropout, and Inactive.
1.1: What is a Bounce?
A bounce occurs when there is an error in the transmission of the invitation email causing it to never be received by the respondent. An email may bounce for a variety of reasons. Common reasons include:
- Recipient address is mispelled
- Recipient address does not exist
- Recipient mailbox limit has been exceeded
- Recipient's mail server is unresponsive
In both Kinesis Survey and Kinesis Panel if a permanent bounce occurs for a respondent, their email status is automatically updated to "Bounced" and they will automatically be excluded from any future mailings.
NOTE: In Kinesis Survey, the respondent is only excluded from future mailings sent from the same survey where the bounce initially occurred. Therefore, the bounce status is project-specific and does not affect invitations sent from any other survey.
1.2; What is a Deferral?
A deferral is a temporary bounce that may cause the invitation to not be delivered or to be delivered at a later time. An email may be deferred temporarily for a variety of reasons. Common reasons include:
- Recipient mailbox is full at the moment
- Recipients mail server is temporarily unavailable
- Recipient's mail server is unresponsive
If an email is deferred, the system will keep trying to send it until it is successfully delivered. If it continues to be deferred for 4 1/2 days, the system will flag it as being bounced.
1.3: Bounce/Deferral Codes
In Kinesis Survey, after an invitation has launched you can view Invitation Results by clicking the bar chart icon next to the invite or from the menu under Invitations >> View Invitation Results.
In Kinesis Panel, after a campaign has launched you can click the Campaign Statistics button in the Campaign Manager.
After downloading the list of bounces for a particular invitation or campaign, you may notice several codes listed next to each record. These codes are sent back to Kinesis from the respondent's mail server and often indicate the reason for the bounce. However some codes are fairly generic and may not provide full details on exactly what happened and some mail servers may not report any codes back at all. These codes are based on internet standards and for the most part will indicate the same reason across the majority of mail servers.
Bounce Export Example:
Email address Last Name First Name SMTP code Class code Subject code Detail code Timestamp email@example.com John Smith 550 5 0 0 9/22/2011 5:22 firstname.lastname@example.org James Davidson 554 5 3 2 9/22/2011 5:22 email@example.com Anna Washington 5 1 2 9/22/2011 5:22
Deferred Export Example:
1.4: SMTP Codes
Reference for these codes can be found below. These are based on older standards and may not always be present.
1.5: Class Code, Subject Code, Detail Code
These codes are often combined to create a single code separated by a decimal (i.e. 5.0.0 or 5.2.3). Reference for these codes can be found below.
1.6: Other Reasons for Failed Delivery
The bounce codes reported back from the respondent's mail server will always be the best indicator of any possible issues. However other factors may prevent the email from showing up in the respondent's inbox even though a bounce was never reported back to our servers.
Some email providers may not provide bounce codes if the sender has been blacklisted. For blacklisting, we have a daily mail scan in place that sends an automated notification of all instances of blocked messages with proper SMTP codes from the previous day. If we find any instance of blacklisting or rejected mail, we investigate and take any necessary steps for removal (usually dependent on the email provider in question).
To help prevent blacklisting and to remain in accordance with your licensing agreement, please ensure that all emails sent from Kinesis are CAN-SPAM compliant. Respondents must have opted-in to be contacted and you must provide all contact information as well as a method of opting-out. More information on the CAN-SPAM Act can be found here,http://www.ftc.gov/bcp/edu/pubs/business/ecommerce/bus61.shtm.
1.6.2: Spam Filtering
It is also possible that the messages were delivered successfully and either showed up in some respondents' spam folders or were blocked due to any extra spam-blocking software or firewalls in place on their end. If a respondent continues to have issues, they may need to allow or "whitelist" the sending domain with their email provider.
Invitations now support automatic Google mail unsubscribe function, so respondents who flag emails as SPAM will be prompted to use Kinesis' unsubscribe feature.