Feedback Loops: Monitor your bulk email reputation
Many major Internet Service Providers (e.g. AOL, Hotmail, MSN, Comcast, etc.) have FBLs “feedback loops” for reporting SPAM complaints by their users. I.e. if a user “marks a message as Spam”, information about that message and the fact that it was considered “Spam” by the recipient can be sent back to the originating email server, for example LuxSci.
LuxSci has participated in feedback loops for a long time . Now we have greatly extended our participation by:
- Increasing the number of feedback looks that we participate in to include most major ISPs that have FBLs
- Automating the processing of all feedback so that our systems can detect spikes in complaints against specific users and/or accounts quickly and alert us to possible issues with the quality of the messages that they are sending
- Making all of this information visible to end users and account administrators in real time.
- Automatically correlating feedback loop report information with our outbound SMTP logs so that the email address of the person complaining can be identified in many cases.
Real time feedback loops for Customers
- When the complaint was made
- What ISP the complaint came from
- How the “spam” message was sent from LuxSci
- Who the message was from
- Who it was to (if that can be determined)
- What the subject was
- When the message was sent
- Tracking information (like the “Message-ID” header, etc.)
What can be done with Feedback Loop Reports?
- Forwarded Email: If you find that you are forwarding email to yourself (i.e. at AOL) and then marking it as SPAM there, you will find that you are creating SPAM complaints against yourself. These would be visible in your reports. If this is the case, you should either (a) stop forwarding there, (b) filter your email for SPAM before forwarding, or (c) stop using the “mark as SPAM” function of AOL on messages like that.
- Bulk Email: If you are sending newsletters or other bulk email (i.e. perhaps using the LuxSci High Volume Bulk Mailing service), you can use these reports to (a) remove complaining recipients from your opt-in lists, (b) detect if your messages appear “spam-like” to your opt-in recipients so that you can modify your messages to reduce complaints before they result hurt your sending reputation or deliverability.
- Specific Recipients: If you are getting complaints from specific recipients who should not be complaining, maybe you should contact them and find out why they are complaining.
Automated Emailed Alerts
To provide feedback loop Spam complaint information to our customers “as fast as possible” so that they can act on it expediently, LuxSci also has an automated “Feedback Loop Digest” email message that can be sent.
These digest email messages can be sent:
- To report at any frequency that you desire: from hourly to weekly
- To email the report to up to 10 recipient email address
- To contain all SPAM complaints since the previous report for
- A specific user,
- All users in a specific domain,
- All users in the account
- A user can be quickly informed of any complaints against his/her messages (i.e. within an hour of their arrival)
- An account administrator can get a daily digest of all complaints against any user in the account.
SPAM Complaints come with a Grain of Salt
Where can I find these new Feedback Loop tools?
- User-level Reports are found under “My Reports > SPAM Complaints”.
- Account-level Reports are found under “Account > Administration > Reports > Spam”
- User-level: Configured under “My Email Tools > Outbound Email > SPAM Complaints”
- Domain-level: Configured in the Domain Administration area under “Outbound Email Tools > SPAM Complaints”
- Account-level: Configured under in the Advanced Administration area under “Email and Collaboration > SPAM Complaints”