What is a Complaint Feedback Loop?
When a user receives an email that in their opinion is either unsolicited or unnecessary, they have the option of hitting the Unsubscribe link at the bottom of that email or hitting the Junk/Spam button provided by their ISP in their email application. For years, end users have been told not to trust email unsubscribe links, so many users hit the Junk/Spam button as a way of unsubscribing. Once the user hits the Junk/Spam button, information is relayed back to the ISP, who will then forward that email details to Lasso. These returned emails are referred to as complaints. Once Lasso receives these complaint emails, we then Opt-Out the Registrant from the project from which they received the mass mail. Since October of 2008, we have manually Opted-Out over 18,000 Registrants across all of our clients’ projects. Based on the overall volume of email sent, this number is actually fairly small as a percentage but many of the ISPs have a very low tolerance level when it comes to complaints. F
