About Complaints

Complaints happen all the time and even legitimate senders get complaints. However, if an email receives an excessive number of complaints, it will result in long-term deliverability issues. It is important to understand how it works and how to avoid it. 

Track your complaint rate under -> Settings -> Account Information -> Reputation Heath

Learn more about it: Monitor your email domain reputation. 

How it works:

A Complaint happens when a recipient marked your email as “Spam” or “Junk” in their inbox. 

The standard maximum spam complaint rate is set to be 0.1% (that’s 1 complaint out of every 1,000 recipients delivered). However many internet service providers have a defer threshold of 0.02% (that’s 1 complaint out of every 5,000 recipients delivered). 

Complaint recipients will be marketed as “Complained” and MailExpress excludes these contacts as recipients of future emails. 

How to avoid a high spam complaint rate: 

There are several basic things that you can be careful of when sending out your campaign emails, such as: 

  • Have high-quality content and keep your content relevant to your subscribers
  • Only send to permission-based email lists, contacts who are opted-in
  • Keep your list updated, remove inactive subscribers 
  • Don’t overwhelm your contacts with too many emails
  • Add a note in your email to remind your subscriber how they were added 
  • Put your unsubscribe button in a prominent place
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