My campaign shows a low Opened rate, but customers tell me they read it. Is it wrong?

Opened is counted when the email loads a tiny tracking image. Many email apps block images until the reader allows them, so some people who read your email are never counted as opened. Treat the figure as a minimum, not an exact number.

Clicked is more reliable: it counts each person who clicked a link in the email at least once. Each person is counted once for opens and once for clicks.

To get more readers counted, add a clear button or link in your email that people want to click.