From Complaint Metric

The Complaint (From Complaint) metric is a total of the contacts lost after being unsubscribed in response to a complaint they made about an email they received from you.

What Does The From Complaint Metric Represent?

The Complaint (From Complaint) metric represents the total number of contacts that were lost (made inactive) by complaining via either an ISP feedback loop, or the application's complaint system.
Tip: A contact can complain using a Complaint webform. For more information on Complaint webforms, see Types of Webforms.
Warning: A high number of complaints will negatively impact your sender and delivery rating. For more information on sender and delivery rating, see Sender and Delivery Rating.
Tip: For more information on fixing a low sender or delivery rating, see Tips For Fixing A Low Email Sender/Delivery Rating.

Why Is The From Complaint Metric Important?

The Complaint (From Complaint) metric is important because it clarifies why you are losing contacts. If a contact is unsubscribed because they complained via their ISP or via the application, this tells you that either you are sending to the wrong people, or sending the wrong content. Unlike bounces, which are the result of technical errors sent back from the receiving mail server, a contact actually has to complain via their ISP or via the application.

How Is The From Complaint Metric Calculated?

Complaints From ISP Feedback Loops + Complaints via The Application = From Complaint

Note: A big part of CAN-SPAM compliance is honoring complaints and unsubscribe request in a timely fashion. For more information on CAN-SPAM compliance, see CAN-SPAM Act.
Tip: For more information on the From Complaint—Bronto Feedback metric, see From Complaint—Bronto Feedback Metric. For more information on the From Complaint—ISP Feedback metric, see From Complaint—ISP Feedback Metric.