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