Deliverability, Return Path, List-Unsubscribe Header

Here are a few blog posts covering the email industry from Constant Contact, Return Path, and SpamResource.
Constant Contact posted a blog post about how they measure email deliverability on January 10th.  They started with just tracking bounce backs and using that metric to calculate deliverability but then moved to using seed list through a third-party and report that they get 97% deliverability.  Read more at Constant Contact
On January 6th, Return Path recapped their most read blog posts which includes covering Yahoo’s DMARC Reject Policy, Blacklist Basics, and GMails new FBL and Unsubscribe button. Read more at Return Path
Return Path and SpamResource both have an excellent write-ups about the preference change at Outlook.com/Hotmail regarding the List-Unsubscribe header.  Microsoft, like Google, prefers to use mailto instead of http or other URI protocols for the List-Unsubscribe header.
 

Salesforce State of Marketing Report
Email filtering: not going away.

Related Posts

FBLs, complaints and unsubscribes

On one of my mailing lists there was a long discussion about the Q Interactive survey. Some of the senders on the list were complaining that unless ISPs provide FBLs they should not use complaints to make filtering decisions. The sender perspective is that it isn’t fair for the ISPs to have data and use it without sharing it back so that the senders could remove complainers.
This deeply, deeply misses the point.
The ISPs are in the business of keeping their users happy. Part of that is measuring how users react to mail. This includes providing “report spam” or similar buttons when they control the interface. Some ISPs have chosen to share that data back with senders. Some ISPs have made the choice not to share that information back.
But even the ISPs that share FBL data with senders do not expect that the only thing a sender will do is remove the email address. ISPs expect senders to actually pay attention, to not send mail that their recipients do not want. They expect that ESPs are going to notice that one customer has consistently high complaint rates and actually force their customer to stop sending mail that recipients think is spam.
Senders should keep track of complaint rates. Measure them per send. Do not waste time whining that this ISP or that ISP will not set you up with a FBL. Take the data from those ISPs that do have FBLs and measure it. It is extremely unlikely that a mailing will have grossly different complaint rates between ISPs. You have all the data you need in order to evaluate how your recipients are perceiving your email.
ESPs and senders who think that their only response to FBL complaints should be to remove that email are the ones most likely to have filtering and blocking problems. The ISPs are giving them valuable data that they can use to evaluate how their emails are being received. Instead of being ungrateful, wagging fingers and blaming the ISPs for not giving them the data they want, senders should spend more time focusing on what they can discover from the data that is shared with them.
A FBL email is more than an unsubscribe request, senders should stop focusing on the unsubscribe portion of the FBL process and focus more on the recipient feedback portion of it. What can you learn about your mail from a FBL?

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Delivery Metrics

Last week ReturnPath published a study that shows 20% of permission based email fails to be delivered to the inbox. For this study, ReturnPath looked at the mail sent by their mailbox monitor customers and counted the number of deliveries to the inbox, the number of deliveries to the bulk folder and the number of emails that were not delivered.
At US ISPs 21% of the permission based emails sent to the ReturnPath probe network did not make it to the inbox. 3% of the emails sent went to the bulk folder and 17% did not make it to the mailbox at all.  MSN/Hotmail and Gmail were the worst ISPs to get mail to. They each failed to deliver more than 20% of the mail that was sent to them. At Canadian ISPs, even less of the mail made it to the inbox, primarily because primus.ca is such a large portion of the Canadian market and they use Postini as a filter. Postini is a quite aggressive filter and takes no feedback from senders.
ReturnPath’s take home message on the survey is that one set of metrics is not enough to effectively evaluate a marketing program. Senders need to know more about their mailings than they can discover from just the bounce rate or the revenue rate or response rate or open rate.
There are a lot of reasons an email doesn’t get to the recipient’s inbox or bulk folder. Mail can be hard blocked at the MTA, and rejected by the ISP outright. Mail can be soft blocked at the MTA and the ISP can slow down sending. Sometimes this is enough to cause the sending MTA to stop attempting to deliver the mail, thus causing mail to not show up. Both of these types of blocks are usually visible when looking at the bounce rate.
Some ISPs accept mail but then fail to deliver it to the recipient. Everything on the sender end says the ISP accepted it for delivery but the ISP just drops it on the floor. This is the type of block that a mailbox monitoring program is best able to identify.
Despite all the discussions of numbers, many marketers are still not measuring the variables in their email campaigns. Ken Magill wrote today about a study released by eROI that indicates more than a third of marketers are not doing any testing on their mailings.
Now, both of these studies are done in an attempt to sell products, however, the numbers discussed should be making smart senders think about what they are measuring in regards to their email campaign, how they are measuring those factors and what the measurements mean.

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Failed delivery of permission based email

A few weeks ago, ReturnPath published a study showing that 20% of permission based email was blocked. I previously discussed the definition of permission based email and that not all the mail described as permission based is actually sent with the permission of the recipient. However, I only consider this a small fraction of the mail RP is measuring, somewhere in the 3 – 5% range. What happens with the other 17 – 15% of that mail? Why is it being blocked?
There are 3 primary things I see that cause asked for and wanted email to be blocked.

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