Sender Reputation Score (SRS)
A Sender Reputation Score (SRS) is an account-level indication of the overall health of your email deliveries. This score is heavily impacted by your account's bounce rate and complaint rate.
Medallia Agile Research is committed to complying with industry standards for bounce rates and spam or abuse rates. Our third-party email providers also have policies that include strict monitoring of bad email sending practices. If a high level of these rates are detected across our customer base, it may affect the operation of our email services, which could require our providers to suspend or even delete your account.
Use the Sender Reputation Score to monitor your account's reputation.
What is a good SRS?
An acceptable SRS is between 80-100, with 100 being the perfect score. As your score drops, your account may be subject to email throttling (reducing the speed at which your emails are sent).
What happens if my SRS drops below the "good standing" level?
If your SRS falls between 51-79, you will receive a warning that your score is dropping and will need to take certain corrective actions to increase your score.
If your SRS drops below 50, your account's ability to send emails will be temporarily suspended and you will have to create an action plan outlining the steps you will take to remediate your score.
How do I improve my Sender Reputation Score?
- To decrease your bounce rate and your complaint rate, manually review your contact lists (particularly for the surveys that have been negatively impacting your SRS) on an ongoing basis to ensure every email address is valid and has given consent to be emailed.
- For some more proactive measures you can take to avoid having your email invitation end up in the spam box, see Email invitation spam.
- Consider using a custom domain for increased trustworthiness and legitimacy, as well as making sure the appearance of your email is professional and on-brand. This will add legitimacy to your email, leading to fewer people thinking it's spam and likely increasing your response rate as a result.
We also remind you that you must at all times maintain your commitment to compliance with applicable laws, and in particular with respect to privacy and consent management. If you have any questions, contact your Agile Research expert.
"Email Shutoff" email
This email will be sent out once the account drops even further below a certain Sender Reputation threshold (score of 0-49). This email will serve as a warning message that we have paused the account's ability to distribute additional emails, and as a warning message that if their sender reputation score continues to drop, we will delete their account.
Subject: Action Required: Emails for your account are disabled
Email Body:
Dear Customer,
We have temporarily suspended the ability for your account to send emails, as your sender reputation score has fallen below the allowable threshold of 50-100.
In order to resume sending emails, you must create an action plan for improving your sender reputation score, and submit your plan via email to support@agileresearch.medallia.com.
As you know, Agile Research is committed to complying with industry standards for bounce rates and spam or abuse rates, as so are anti-spam organizations and third-party email providers whose policies include strict monitoring of bad email sending practices. The detection of a high level of these rates may affect the operation of our services, which may require our providers to suspend or even delete your account.
For assistance on creating your action plan to improve your sender reputation score, we recommend that you include the following measures (including the information contained in the linked articles) when submitting your plan to support@agileresearch.com:
- In order to decrease your bounce rate and your complaint rate, we recommend you manually review your contact lists (particularly for the above-listed surveys) on an ongoing basis to ensure every single email address is valid and has given consent to be emailed.
- For some more proactive measures you can take to avoid having your email invitation end up in the spam box, see here.
- Consider using a custom domain for increased trustworthiness and legitimacy, as well as making sure the appearance of your email is professional and on-brand. This will add legitimacy to your email, leading to fewer people thinking it's spam and likely increasing your response rate as a result.
We also remind you that you must at all times maintain your commitment to compliance with applicable laws, and in particular with respect to privacy and consent management.
Regards,
The Agile Research Team
