Why does Analytics say complaints are high?

A complaint is a reader marking your email as spam in their mail app. Complaints are counted across the whole range.

The word Complaints under the cards turns amber when two things are true. The range holds more than one complaint, and the complaints are 0.1% or more of the mail delivered. A small send is judged the same way.

A line appears under it. It reads Complaints of 0.1% or more make every email you send harder to get into the inbox. Send only to people who asked for your emails.

Mail providers watch how often your emails are marked as spam. Past that rate, they can start filing your later emails as spam too, for every reader.

Note One complaint on its own never turns the word amber, whatever its rate reads. One complaint in 300 delivered reads 0.33%, and it says little about your list.

The banner at the top of the app is a separate check, over everything your workspace sent in recent weeks. See Sending warnings and pauses.

Each person who complained is already taken care of. Jounce stops sending to them on its own, and their status on Audience reads Complained. See Subscriber statuses.

Find the send

The complaints may all come from one send. Scroll to Recent sends and select each row. Read the complaints on each send’s results page to see which one drew them.

Then pick a longer range, such as 90 days. If Complaints isn’t amber there, the rise is recent: your earlier sends drew complaints at a lower rate.

Keep the rate down

• Send only to people who asked for your emails. A list you imported needs each person’s permission. See The permission statement.
• Keep the unsubscribe link where readers can find it. Someone who can’t find it marks the email as spam instead. See The address and unsubscribe blocks.
• Send at the pace you promised when they signed up.

The line clears on its own once the range holds one complaint or none, or the rate over the range falls under 0.1%.