In Retently, there is a special mechanism that marks surveys as opened. It is based on some of the best market practices.

The way this works is by having a tracker that gets triggered each time someone opens an email. Unfortunately, this means that your survey will be marked as open also when the sender opens the email.

To avoid this please either refrain from opening the emails or personalized link surveys sent to customers or schedule a reminder to go off for both Opened and Not Opened surveys.

On top of that, with the new iOS 14.5 privacy updates we are not able to track the email opening event, so sometimes you might have a case where the customer respondent second after "not opening" the survey.