Contact ratings represent the engagement level of your contacts with your email campaigns on a scale of 0 to 5. You can use this information to know your most engaged contacts and those who haven’t opened your emails for a while.
Currently, the contact rating function is only available to users with 5,000,000 or fewer total emails sent. We will try to enable this function for users with more emails sent in the future.
We measure the open activity of the contacts in your email campaigns to determine where they fall on the engagement scale. We recalculate the ratings when you log in to our system, but only once per hour at most.
To determine contact ratings, we monitor your email campaigns within 6 months, including any deleted campaigns. As a result, deleting email campaigns will not affect any contact ratings. Contacts will have their first ratings after you send them 3 email campaigns.
The number of multiple opens a contact has within one campaign does not affect its rating. As long as an email is opened one time, it counts toward the open rate of that contact.
| Ratings | Open Rate | Contact Activity |
|---|---|---|
| - | Unsubscribed, spam-complaints, hard-bounces | |
| - | The last 5 consecutive emails were all soft bounced | |
| 0% | The default rating | |
| Between 0% and 25% | Low engagement | |
| Between 25% and 50% | Moderate engagement | |
| Higher than 50% | High engagement |
Contact ratings are linked directly with the email address, not the contact profile. For example, if you send more than 3 email campaigns to an email address and then create a new contact profile with that email address, the new contact profile will already have a contact rating.
Contacts with no email address have no ratings.
You can use contact ratings as a search condition to build an auto-update group. For example, search for “Contact Rating is greater than 3” to include contacts with moderate engagement.
By default, we will not send email campaigns to contacts with a rating of 1. You can turn off this setting in [Settings] > [Email] > [Filtering] > [Contact Rating].
You can’t manually adjust the contact ratings.
However, when you add an email address to your unsubscribed or hard-bounces list, all contacts with that email address will change to a 0 rating.