Our system automatically tracks the number of complaints (recipients are marking your emails as SPAM) in a ‘sliding time window’. If during this time frame the number of complaints for your survey exceeds 0.5%, the remaining email invitations or reminders that still need to go out, are throttled. How long, depends on the time it takes for the rolling complaint rate to drop under 0.5% again.
You need to take immediate action! Look at the tips above in the ‘How to prevent this from happening’ section. Apply these best practices to the email invitation and reminders of your survey, now. The remaining contacts will receive these updated emails. Also, remove any contacts that did not give you permission (opt-in) to send them emails.
If your complaint rate remains above 0.5%, we will be forced to suspend your account and you will not be able to send emails through CheckMarket anymore.
Email providers interpret a high complaint rate as a sign that your recipients don’t want to receive the email invitations and reminders that you are sending to them. Many email providers block emails from servers if the complaint rate is too high. This affects deliverability for all of our users. To protect our reputation as a sender, we monitor this metric closely and take prompt action if the rate gets too high.
So it’s very important to always use a correct and up-to-date contact list. Use double opt-in to ensure that the email addresses entered are correct and in use, and don’t use any old and stale email lists.