Contact Rating System
Overview
Cymbal assigns a star rating (1 to 5 stars) to email and SMS subscriptions based on how often they engage with campaigns and purchase tickets. This rating helps organizations understand which contacts are most active.
Higher-rated contacts (4–5 stars) frequently open emails, click links, and buy tickets.
Lower-rated contacts (1–2 stars) rarely engage with campaigns or make purchases.
Ratings change over time based on a contact’s activity
What Do the Ratings Mean?
⭐ (1 star)
Rarely engages with campaigns and is often excluded from marketing.
⭐⭐ (2 stars)
Newly subscribed or re-engaging after inactivity.
⭐⭐⭐ (3 stars)
Occasionally interacts with emails or texts.
⭐⭐⭐⭐ (4 stars)
Regularly engages with campaigns and sometimes buys tickets.
⭐⭐⭐⭐⭐ (5 stars)
Highly engaged—frequently interacts and purchases tickets.
New Subscription Ratings
When someone subscribes for the first time, they start at 2 stars.
If a subscription bounces or unsubscribes, it will not have a rating until it is subscribed again.
What Causes Ratings to Increase?
A contact’s rating improves when they engage with marketing campaigns, such as: ✅ Opening emails ✅ Clicking links in emails or texts ✅ Buying tickets after receiving a campaign
More engagement leads to a higher rating (up to 5 stars).
What Causes Ratings to Decrease?
A contact’s rating decreases if they ignore multiple campaigns in a row: 🔻 If an email contact does not open emails over time, their rating will drop. 🔻 If an SMS contact does not click links in texts, their rating will drop.
Once they engage again, their rating can increase and stop declining.
Refreshing Inactive Contacts
Since 1-star contacts are often excluded from campaigns, Cymbal periodically refreshes them. If a contact remains at 1 star for over 2 months, they may be given another chance and move back to 2 stars to re-engage.
What Happens to Suppressed or Bounced Contacts?
Bounced or unsubscribed contacts do not have a rating.
Suppressed contacts keep their rating but do not change while suppressed. If they are unsuppressed, they continue from where they left off.
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