Email Complaint Number changes

Hayley Adams
Hayley Adams
Ninth Anniversary Kudos 1 Name Dropper Participant
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions
We monitor our email complaint number in LO and it currently says 0.000 and we are wondering if this functionality is no longer working. It is the number in the top right corner when signed into our Luminate system. This number has always had something like 0.0031 but never all 0's until sometime last week. Are others seeing the same thing? 
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We did reach out to BB support asking about this and they seem to feel this number is correct. I would be super excited if we finally hit the 0 mark for spam complaints.


Thanks!

 
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Comments

  • Philip Nawrocki
    Philip Nawrocki
    Tenth Anniversary Kudos 2 Name Dropper Participant
    I have noticed this on our account as well.


    I think it started right after the upgrade to Luminate Online 20.


    I agree with Hayley Durham‍ that it would be awesome to have this, but we know its not true. I have hit this one time before, for one day, but this instance of 0 spam complaints has been like this for almost a week.


    Definitely something going on.


    Phil
  • Sarah Robie
    Sarah Robie
    Tenth Anniversary Kudos 1 Participant Facilitator 1
    It's possibly right! I recently learned that you can get the actual number of spam complaints per email by running a custom email report in Report Writer. (Create a new Report Writer report and choose Email > Messages report.) Then you can choose spam complains as a column field and pull as many email campaigns as you want into the report. Our complaint numbers were much lower than I expected, but then again, I didn't add the Yahoo Feedback Loop to our account until last week. Now we'll probably be seeing larger numbers here.


    More on the Yahoo feedback loop, in case you're unaware: https://docs.blackbaud.com/email-resource-center/overview/blackbaud/suppression-lists/fbls


    For the record, our complaint rate is not 0% right now, but still a verrry small percentage.
  • Hayley Adams
    Hayley Adams
    Ninth Anniversary Kudos 1 Name Dropper Participant
    It is just a bit odd for us to see 0.000 going on 2 weeks now. I will look into the report writer reports and see what I can dig up. Hopefully our email process changes are paying off for us.

     
  • Philip Nawrocki
    Philip Nawrocki
    Tenth Anniversary Kudos 2 Name Dropper Participant
    Hayley Durham‍ we are on week two of zero spam complaints as well...
  • John Masino
    John Masino
    Tenth Anniversary Participant Facilitator 1 Loyalty Badge
    Same here: it has been a little over a week for us seeing the zero Email Complaints as well...which can't be true. However, when we contacted BB Support, they said it was?


    I keep track of our Email Complaints ratio on LO Emails multiple times a week, and while we were trending down (a good thing) leading up the "0.0000%" we first noticed a week or so ago, we have NEVER been at zero since I started actively tracking this metric in 2016.
  • Jeremy Reynolds
    Jeremy Reynolds
    Tenth Anniversary Kudos 2 Name Dropper Participant
    It's been 0% for us for a bit over a year, starting back when Yahoo changed their spam reporting process. Support had no answers for me other than known issue, but suggested requesting that BB engineers pull your "sender grade" report. More details about that on https://kb.blackbaud.com/articles/Article/191712 . I haven't had time to do it yet, but they said you'd need to provide:

    - Admin Bounce Details Report

    - Are Email Engagement Factors enabled and being used?

    - Specific email delivery examples (link to the delivery review page of the email)
  • Grace Rose Khalsa
    Grace Rose Khalsa
    Ninth Anniversary Kudos 1 Participant Facilitator 1
    SHOOT! I had been so proud of our record; we've been at 0.0000 for quite awhile. It didn't occur to me that it's probably a system error! I'm glad to know, though. It's one in a newly-running set of issues, apparently, since the most recent Luminate upgrade. (I have some more, but won't bore you all!)


    Gurukarm

     
  • John Masino
    John Masino
    Tenth Anniversary Participant Facilitator 1 Loyalty Badge

    John Masino:

    Same here: it has been a little over a week for us seeing the zero Email Complaints as well...which can't be true. However, when we contacted BB Support, they said it was?


    I keep track of our Email Complaints ratio on LO Emails multiple times a week, and while we were trending down (a good thing) leading up the "0.0000%" we first noticed a week or so ago, we have NEVER been at zero since I started actively tracking this metric in 2016.

    On Friday, we received an update from Blackbaud Support:


    We found an issue preventing us from obtaining spam complaint information. This has been corrected, and statistics are again generating. We are not able to recover data for the time period where it is missing.

     


    I can confirm that our Email Spam Complaint Ratio tool is working again on LO.

  • Philip Nawrocki
    Philip Nawrocki
    Tenth Anniversary Kudos 2 Name Dropper Participant
    Only a whole month to find out it was a problem... progress?


    Shaking my head,


    Phil
  • Hayley Adams
    Hayley Adams
    Ninth Anniversary Kudos 1 Name Dropper Participant
    This has now started working again for us.

    :)

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