Desktop vs mobile open rates seem incorrect

[erindennisCR]

We recently switched to HubSpot from another platform and the first thing I noticed is that our mobile open rate completely flipped to be much higher than our desktop open rate. I'm not sure HubSpot is reporting it accurately, because it would be a completely new and unexplained trend for our audience. On the previous platform, we were averaging a 75% desktop open rate and a 25% mobile rate. Any insights into how desktop vs mobile is reported in HubSpot and what HS defines as a "mobile" open method? 

[danmoyle]

@erindennisCR what was the other system/platform you used? I've long used HubSpot and found it trustworthy, but that certainly doesn't mean it's perfect. I'll tag a few HubSpot folks for the technical question, because I'm not sure how the code measures it preciscely. 

@kvlschaefer @TiphaineCuisset @MiaSrebrnjak @sharonlicari @jbogaert anyone have insight? 😊

[erindennisCR]

Thanks, Dan! The previous platform was Constant Contact. Thank you to both @TiphaineCuisset for the guidance. 

[TiphaineCuisset]

Hi @erindennisCR and thanks @danmoyle for the tag!

I wasn't able to find in-depth information on mobile/desktop calculation on community or in our knowledge base, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter and investigate further!

Thank you

Best

Tiphaine