Email Reputation

The email reputation page shows all bounced and complaint emails that have been received for your Mindful Feedback account. The top right corner shows a snapshot of the rates of complaints and bounces over the past five days. The interactions are primarily identified by the email address which failed, then by the type of email failure, then by the date when the failure occurred. 

Bounces

It is important that you maintain a bounce and complaint rate below acceptable thresholds to maintain a positive Email Reputation score among email service providers. Bounced emails occur for a variety of reasons, such as an invalid email address or a full mailbox. Bounced emails are reported back to Mindful Feedback from our email provider and generally fall into two categories--permanent (hard bounce) or temporary (soft bounce).

Email servers use error code 550 for permanent bounces, which can be caused by spam filter blocking, unknown domain errors, and other things that would cause an email server to stop trying to deliver a message. Error code 421 is used for soft bounces, which indicate a temporary issue that may be resolved at some point, allowing the message to be delivered later. Whether permanent or temporary, all bounces will be recorded on the Email Reputation page. 

Complaints

An email delivery that results in a complaint response means that the respondent or their email server has marked the email survey as spam and/or in some way complained about the email. Mindful Feedback will always abandon an email survey that has received a complaint response and will add the email address to the Do Not Contact list to avoid further emails from your organization being sent to the complaining recipient.