What are complaints?

Complaints are messages that are marked and registered by the receiver as spam.

How can I check the complaint rate?

The complaint rate metric shows you the percentage of people who marked your email as spam. They’re automatically removed from all your lists. We keep their email addresses hidden due to our privacy policy.

  1. Go to Dashboard and select Reports.
Reports shown.
  1. Select Newsletter reports or Autoresponder reports, depending on what type of message you want to check.
Newsletter and Autoresponder reports tabs shown.
  1. On the Newsletter reports or Autoresponder reports page, select the linked list.
Linked list shown.
  1. Set the time range.
Time range shown.
  1. Choose your message or messages. On the same page, you will see general message statistics.
Choose your message drop-down menu shown.

To check the complaint rate for a specific email: 

  1. On the Newsletter reports or Autoresponder reports page, scroll to the Newsletters sent or Autoresponders sent section and click on the name of the message. Detailed statistics will open.
Click on the name of the message shown.
  1. Click on the Complaints tab to see the Spam complaint rate and Spam check result.
Complaints tab shown.
  • Spam complaint rate shows the percentage of subscribers who have marked your emails as spam.
  • Spam check result shows the likelihood of your email being marked as spam.

How can I deal with a high complaint rate?

Following the best email marketing practices is key to decreasing your spam complaint rate. Here are tips on how to deal with a high complaint ratio:

  • Use the same branding as on your pages to build and maintain the relationship between you and your subscribers. Include a logo at the top of the email, keep the colors consistent, send messages from your custom domain email to decrease the possibility of your inbox being marked as spam.
  • The unsubscribe process needs to be clear and obvious. It is a very good practice to add the unsubscribe link at the top of your email.
  • Don’t coerce subscribers into opening your message with deceptive subject lines.
  • Make sure your emails reflect what the subscriber signed up for. If they are interested in news about photography, make sure to deliver on that promise and don’t send them unrelated content.
  • Segment your subscribers based on their interests and engagement. For more information about segments, see our article about creating and using segments.
  • It’s a good practice to clean your contact lists every 60 – 90 days. Consider removing anyone who hasn’t opened your emails in that period. 

My complaint rate is high

If you have noticed an increased complaint rate, please set up a ticket to our Compliance team in My tickets section.

To set up a ticket to our Compliance team:

  1. Click on the Send new email button.
  2. Choose Compliance from the Select a category for your question drop-down menu.
  3. Fill out the Subject and Describe the issue in more detail fields.
  4. Attach files if necessary.
  5.  Click on the Send button.
Legacy statistics

This article refers to a new version of GetResponse Reports. This section covers its previous version.

To access the new Reports, go to Dashboard > Reports > click on Switch here.

Switch to new Reports shown.

How can I access GetResponse Email Analytics?

1. Go to Dashboard and select Reports.

2. The Reports page will open. Chose the type of message you want to check.

Legacy statistics and the type of message area shown.

3. Set the time range.

Legacy statistics and set the time range shown.

4. Choose the linked list.

Legacy statistics and linked list shown.

5. Choose your message.

Legacy statistics and choose your message shown.

6. On the same page, you will be presented with general statistics. Click on different tabs to see more details (1).

Statistics are divided into Summary and Unique (2). The Summary count is the total number of times that a specific email address opened your message. Multiple opens from the same address will be tracked, as well as all opens from forwarded messages. The Unique open rate only counts each specific address once. The same applies to Clicked and Unique Clicked under the Clicked tab.