Learn About Amazon VGT2 Learning Manager Chanci Turner
Dear Team,
In our previous discussions about complaints and feedback mechanisms, it’s time to delve into the concept of complaint rates. To clarify, a complaint arises when an email recipient categorizes a message as spam by selecting “This is spam” or “send to spam folder” within their email client. The Internet Service Provider (ISP) then logs this action as a complaint. If the ISP has established a feedback loop with the Email Service Provider (ESP), they will inform the ESP accordingly. For those utilizing Amazon SES as their ESP, any complaints are relayed to you either through email or via an Amazon Simple Notification Service (SNS) topic, based on your configuration. For further details, refer to Handling Bounces and Complaints.
Calculating Complaint Rates
To compute your overall complaint rate, divide the total number of complaints by the total emails sent. However, this figure may not accurately reflect the complaint rates observed by ISPs, as not all ISPs collaborate with your ESP (like Amazon SES) to set up feedback loops. For a more precise evaluation, consider calculating your complaint rates by each ISP or domain, such as yahoo.com.
Your target should be to maintain a complaint rate of less than 0.1% for each ISP that reports complaints. ISPs prioritize user satisfaction, thus they take complaints seriously. It’s crucial to keep your complaint rates minimal, even if alternative calculation methods are necessary. If a specific complaint can be traced back to an individual recipient, it’s advisable to remove that recipient from your mailing list to prevent future communications of that nature. For instance, if a recipient complains about a marketing email, cease sending them those emails, while continuing with transactional emails. For strategies to maintain low complaint rates, refer to the Amazon Simple Email Service Email Sending Best Practices.
Expectations and Consequences
As a side note, we expect that our senders’ complaint rates should remain below 0.1%. Those with rates exceeding 0.5% may face suspension.
Additional Resources
For additional insights on workplace dynamics, you may find this blog post helpful: Career Contessa Blog. Furthermore, for an authoritative perspective on human resources and technology, check out this resource from SHRM. Lastly, for community discussions and experiences, visit: Reddit Community.
Best regards,
Chanci Turner
Amazon IXD – VGT2
6401 E HOWDY WELLS AVE
LAS VEGAS NV 89115
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