How it works Pricing Blog Docs

Email performance

Last updated: June 18, 2026

The Performance view answers one question: are your review-request emails working? You’ll find it under Collect → Emails → Review request → Performance in your BetterReviews admin. Everything on the page is scoped to your store and covers a window you choose with the control in the top right: a Last 7 / 30 / 90 days preset (30 by default), or a Custom range calendar for any span up to 90 days.

The headline

The page leads with what you actually care about — reviews collected from email, the percentage of emails that became a review, and how many emails went out in the window. Open and click rates are diagnostics for why that number is what it is; the reviews number is the answer.

The funnel

Below the headline, a stepped funnel shows where customers drop off on the way from email to review:

  • Sent — review-request emails delivered to a customer in this window
  • Opened — the customer opened the email
  • Clicked the link — the customer tapped through to start
  • Started a review — the customer began their review chat
  • Reviews collected — the customer submitted a finished review

Each step shows the count and what percentage of sent it represents, so you can see exactly where the biggest fall-off happens (it’s usually open → click — that’s normal).

Deliverability

A short health strip tells you whether your emails are reaching inboxes. Most stores see Healthy. If some emails bounced or were marked as spam, you’ll see a note here — BetterReviews automatically protects your sender reputation by pausing sends to addresses that bounce or complain, so this stays low on its own.

Where emails stopped

Not every scheduled email sends — and that’s usually a good thing. This section shows emails BetterReviews held back, almost always to respect a customer’s choice:

  • Customer unsubscribed — they opted out, so we don’t email them
  • Email bounced / Customer can’t receive emails — the address can’t receive mail, so we stop trying
  • Marketing consent now required — a settings change means we need consent we don’t have

Seeing these numbers is a sign the system is doing its job: you’re not emailing people who’ve said no or whose address is dead.

A note on small numbers

When you’ve only sent a handful of emails, percentages are noisy — a single open can read as a big swing. The page still shows the rates, but flags them with a small-sample note so you don’t over-read them until you’ve sent enough for them to settle. For the same reason, very small counts in the “Where emails stopped” and deliverability sections are shown as ranges (like “fewer than 5”) rather than exact numbers.

When there’s nothing to show yet

  • You haven’t turned on email collection — the page shows a Review request settings button that opens the review-request settings, where you switch collection on. Once it’s on, this page fills in. (New to collection? See Review request emails.)
  • Collection is on but no emails have sent in this window — review requests go out a few days after an order (and ramp up gradually at first to protect your sender reputation), so it can take a little while before activity appears.