Spam complaints

Spam complaints are among the most damaging signals your emails can generate. When a recipient marks your message as spam, it sends a direct signal to mailbox providers that your emails are unwanted, or worse, deceptive. A rising complaint rate harms your sender reputation and cause future emails to land in the junk folder or be blocked entirely.

What you’ll see

You may receive a report from your email provider (such as SendGrid ) showing complaints, or you’ll notice a decline in deliverability and engagement without an apparent reason.

What this means

Some people might see your emails as off-topic, confusing, or a bit too pushy. This can happen if the subject line isn’t clear, the message feels unexpected, or the recipient doesn’t recognize or trust who it’s from.

How to respond

• Avoid misleading subject lines. Make sure your subject line accurately reflects the content of the message.
• Set expectations clearly during signup. Tell users what kind of content they’ll receive and how often.
• Make unsubscribing easy. A visible, one-click unsubscribe option is more respectful and effective than hiding it. Xperience by Kentico supports one-click unsubscribe links, but your development team needs to implement them correctly using our recommended approach. Unsubscribe links must be easy to find and not obfuscated, or recipients may mark your email as spam instead.
• Clean your list of disengaged users. If someone hasn’t clicked in a long time, they may not want your emails anymore. Removing them can reduce complaint risk.