Complaints are either manually generated or triggered by when a recipient marks an email as junk/spam. These complaints are sent to Email Service Providers(ESPs) and Internet Service Providers(ISPs) who then alert the sender about these complaints. If the recipient submitted a complaint manually, the ESP/ISP will send the recipient's details as well as the complaint information. When the recipient marks an email as spam, further emails to that recipient may be classified as spam, quarantined, or rejected. Additionally, the ESP will add a negative score to your sender domain. These negative scores tend to have a negative impact on your domain's reputation and may lead to blacklisting. Zoho's system will automatically move the email addresses associated with such complaints to the Do-Not-Mail registry.
The following subscriber activities are considered complaints against your email campaigns:
Mark as spam : When a user simply marks the unwanted email as spam. Users typically choose this option when the unsubscription process is too complicated.
Manual complaints : When a user complains about your email to their ISP, a domain's anti-abuse team, ESP, or various antispam services along with the copy of the unwanted email. Users typically take this step when marking your email as spam has not stopped the entry of unwanted emails to their inbox.
It is always great when complaints are minimal, or even non-existent. Typically, the complaint threshold is fixed by ESPs and/or ISPs. When the complaint rate goes beyond the threshold, there is a high possibility that your domain will be blacklisted. Complaints beyond the threshold will lead to account suspension by ESPs, or in severe cases, by ISPs.
Here, we are going to discuss some general reasons for complaints and how to avoid them.
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