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Complaint Rates Aweber / MailChimp / GetResponse

by k9
14 replies
I was wondering what other people are seeing for complaint rates and when companies typically take action?

I am running around 1.2 per 1000 in Aweber. How concerned should I be. I have heard horror stories about Aweber dropping accounts. I am lowering the pace of new email acquisitions because I find when I get a lot of signups the next email has higher complaints.

Also most of my complaints are 24 hours after I send a message. Are other people seeing that as well. I would think they would come in 4-5 hours after sending the mail not the next day.
#aweber #complaint #getresponse #mailchimp #rates
  • Profile picture of the author deekay
    Standard is 1% per broadcast. You cross that limit and get warnings first. If continue with it then account get terminated.

    Find out source of your subscribers(traffic), lead magnet being offered, which emails have complaints, check subject and swipes of emails.... then keep on working to minimize complaint rate.

    Although, some complaints will be there, as people don't know what to click or what to not.... some even forget that they subscribed to your list.
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  • Profile picture of the author k9
    Do you mean 1% or .1%. I had heard .1%. But I have also heard of people going up to .2% without being contacted.

    Is it typical for most complaints to come in 24 hours after email is sent? That seems odd to me.
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    • Profile picture of the author heavysm
      Speaking of aweber specifically anything over 3 complaints received daily (meaning consistently) will warrant a check on your account.

      I know that goes against the .1% rule, 1 complaint per 1000 emails, but having connected with many marketers with lists in the 10, 20, 30K + zone, over 3 complaints will trigger a review of your account.

      Now if that is the case for your emails, namely that your first few emails cause the most complaints, why not rewrite those emails?

      I had a single email in a 2 week sequence that triggered complaints and my solution was to simply rewrite the email. My subscribers just didn't react well to it. Simple as that.

      In my experience GR reacts about the same as Aweber in terms of complaints.

      To answer that last point, complaints can come even a week after an email has been delivered. People check emails at different times, so there will always be some stragglers. Just because you sent the email today doesn't mean that 100% of your subs who will read them will be reading them that same day.
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      • Profile picture of the author k9
        Thanks for the response. That is interesting on the over 3 complaints thing.

        My complaint rate is going down but not disappearing. So if I get up to a list of 8k I would not be surprised if I had 4 complaints on average. Is there anyone to transfer to that is not bothered by 4 complaints on say a list of 8k

        Whats weird on the subject lines is they are pretty non spammy. Its a news site for our industry so every subject line is unique. Basically they are the story for that day. I have tried to figure out what headlines cause more complaints but have not seen a pattern. It seems if something happens in the real world that people don't like they hit spam for the email.

        I understand your point on people checking mail at different times. I would expect some complaints after 24 hours. What I was surprised by is maybe 80-85% of my complaints occur 24 hours after the email is sent. But only 15% of opens and clicks occur after 24 hours.
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  • Profile picture of the author fulfilledlife
    1.2% is very high, 12 times higher than it should be. This is like 12 people out of 1000 mark your email as spam.

    I would really start looking into reasons why it is happening, as every email marketing provider out there going to suspend your account (because it is really high complaint rate) and start working on eliminating the issue.
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    • Profile picture of the author k9
      I don't have a 1.2% complaint rate. From my first post, which might have been in a atypical format

      "I am running around 1.2 per 1000 in Aweber"

      So its basically a 0.12 complaint rate. Still higher than I would like.
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      • Profile picture of the author fulfilledlife
        Originally Posted by k9 View Post

        I don't have a 1.2% complaint rate. From my first post, which might have been in a atypical format

        "I am running around 1.2 per 1000 in Aweber"

        So its basically a 0.12 complaint rate. Still higher than I would like.
        I see, if that is the case than I think you have nothing to worry, your complaint rate eventually go lower. just make sure you clean your list from inactive, and consistent with your emailing them.
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  • Profile picture of the author markjb
    I had an account shut down at Get Response with no warning or notice and I have heard of other people who have had the same problem.

    I did not even have time to see what the complaint rate was!
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    • Profile picture of the author k9
      mark,

      thanks for the reply. Do you remember what rate you were running before you got shut down.
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  • Profile picture of the author Javisito
    I usually do not get a lot of complaints but a while ago I sent a broadcast which received 0.5% for some reason but I have not heard anything from them.

    Guess they look at your overall percentage.
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  • Profile picture of the author k9
    has anyone ever thought of just dropping low performing mail services. So for instance if you get alot of complaints from aol or comcast and very few opens is it worth it to just delete all the subscribers from that service.
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  • Profile picture of the author myattitude
    Aweber make is hard for people to complian because the option isn't obvious to find. Just the unsubscribe button automatically takes them to a new page.
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  • Profile picture of the author k9
    I think the spam complaints recorded in aweber are from when people click on the spam button in their email client (for instance the button in yahoo mail). I don't think aweber has any control over that button.
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  • Profile picture of the author Sarevok
    Anything under .1% is acceptable in accordance with industry standard (Aweber, GetResponse).

    When you consistently have greater than .1% spam complaints, your account will be investigated, and if the email service provider finds anything they don't like, expect a prompt warning, if not termination.

    My personal complaint rate is ridiculously low. (I send emails out daily and receive virtually zero complaints, maybe a few per month).
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