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ShreyaResilinc
Level 2
June 12, 2025
Question

Differences in Email Insights and Email Performance Reports

  • June 12, 2025
  • 1 reply
  • 622 views

Hi,

 

 I am seeing differences between email insights and email performance reports for the same set of emails i.e engagement programs and email programs. The opens and clicks specifically don't match for the same timeframe. Please advise.

1 reply

uditmathur
Community Advisor
uditmathurCommunity Advisor
Community Advisor
June 12, 2025

Hi @shreyaresilinc ,

Check if you have access to more than 1 workspace as by default Email Insights shows data for every workspace you have access to. You can deselect workspaces you don’t want to view.

As apart from that there should not be any difference in the data.

 

 

 

Hope This Helps 😊

 

S
ShreyaResilincAuthor
Level 2
June 20, 2025

Hi, 

 

I reached out to Marketo support to help resolve this issue and get recommendations. This is their answer to my questions:

 

The Email Performance Report (EPR) fetches data in real time, including metrics directly from the recipient’s server — such as soft bounces, deliveries, and opens. As a result, it reflects the most accurate and updated status of an email campaign. On the other hand, the Email Insights (EI) report only refreshes and aggregates data every 24 hours. It doesn’t directly fetch status information from the recipient’s server, which can lead to delays or discrepancies when compared with the EPR. Recommendation: For the most accurate and authoritative results, we recommend relying on the Email Performance Report (EPR) as the source of truth.

SanfordWhiteman
SanfordWhiteman
Level 10
June 20, 2025

The Email Performance Report (EPR) fetches data in real time, including metrics directly from the recipient’s server — such as soft bounces, deliveries, and opens.

This is extremely misleading language. The Email Performance Report isn’t fetching anything “directly" from the recipient’s server.

 

It’s getting data from the Marketo Activity Log. Log entries are updated in near-real-time based on results from the SMTP connection. But the report isn’t “fetching” any additional data in real time. It’s merely reading the log!

 

Also opens have nothing to do with the recipient’s (mail) server in any way.

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