Contact Complaint Rate Over Time Report

The Contact Complaint Rate Over Time report allows you to view the complaints for all the contacts in your account, or for specific lists/segments. This report allows you to easily determine if you are sending the wrong content to the wrong group of contacts.

To view this report, go to Reports > Legacy Reports and click Contact Complaint Rate Over Time.

Metrics Shown:

Metric Description Why It's Useful
Complaint Rate The Complaint Rate metric represents the percentage of contacts that were lost (made inactive) by complaining via an ISP feedback loop, or via the application.
The Complaint Rate is important because it better clarifies why you are losing contacts. If a contact is unsubscribed because they complained via their ISP, 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. They can do this by clicking the Report Spam button (or similarly named button) after receiving an email from you.
Warning: A high number of complaints will negatively impact your sender and delivery rating. For information on the sender and delivery ratings, 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.