We know how important statistics are for our customers, so we are always looking to improve how we calculate your data to give you the most accurate information possible.
What’s Changing?
Starting April 2025, these percentages will be measured against the number of successfully delivered Home Check-In notifications, rather than just the total number of notifications sent.
Why the Change?
We recognise that notifications can sometimes be sent but not delivered due to factors like incorrect phone numbers or misspelt email addresses. By measuring only against delivered notifications, we gain a more accurate reflection of customer engagement and a clearer picture of your data quality. This also helps identify potential improvements, showing the impact of higher delivery rates on engagement.
What Stays the Same?
All notification methods are still included—SMS, email, and OEM app.
Only one successful delivery per notification is counted (if one method works, it’s considered delivered).
The same updated method applies to Onsite Check-In and Onsite Check-Out.
How Will This Affect Your Data?
In most cases, you will see a slight increase in your Home Check-In, Onsite Check-In, and Onsite Check-Out percentages.
Historical data will also be recalculated using this method, but note:
Before April 2025, we only had delivery data for SMS, not emails.
Therefore, all pre-April 2025 calculations are based on delivered SMS only.
If you have the Customer-Created Appointment feature activated, all the above measurements will also include these check-in types
This change ensures a more reliable measure of customer interactions.
That is all! We hope you get the most from your improved data quality. If you have any questions, please feel free to ask your Customer Success Manager, or [email protected].