Identify the reason notifications delivery is failing for your App.

Question

Identify the reason notifications delivery is failing for your App.

Assume that you are the PM of a an ecommerce company and you have noticed recently that there has been a steady drop in the delivery of notifications for your App. Identify the possible reason(s)

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Malayshree · Answer 1 · 2022-12-07T14:36:53+0000

Clarification questions:

Notification means Push Notifications or in-app notifications or email notifications?
Is there any specific set of user the notifications are failing?
What is the normal frequency of sending the notifications?

Assumptions:

For sake of simplicity, we will take Push Notifications for apps.
It is failing regularly and only for Android devices.
Usually notification is sent twice a day, one in morning and another in evening.

Further probing of the problem:

How is the Push Notifications are send? Assumption here is that a CRM tool is being used to segment, design and deliver the PNs.

Identify and Map the process

Marketer created the segment/cohorts in CRM tool and defines the criteria for sending PN
Creative uploads the copy/image for the PN
When the criteria is met, CRM tool triggers the dispatch of PNs

Possible causes

Internal

User cohort not defined or segment mapping is incorrect for Android devices
Creteria for sending PN not defined for Android
Copy/image not uploaded
CRM PN delivery pipeline is clogged due to size of cohort

External

New App version has bug
Android new OS update asks to classify the PN
Users have turned off the notifications from app/devices

Now going by the steady drop, I suspect, it could be due to

Users mapped in the selected segments are reducing which means the criteria for creating segment needs to be updated
The new version of App has issues related to PN delivery and hence as and when new version is being adopted, PN deliver is decreasing gradually

tisvesalem · Answer 2 · 2019-09-29T06:36:10+0000

Server->Cloud Database with the notification -> Targeting -> Client
1. Is there a component issue?
  1. Have the total counts dropped in any components
    1. Why? Has the app counts dropped?
      1. If so, is it an app issue? targeting issue? or is it a total available population issue?
    2. Why? Has our targeting services drop in fidelity or availability?
  2. Have the % metrics dropped in any of the components?
2. Is there a communication issue?
  1. How is the API calls fidelity?
  2. How is the fetching of data fidelity?