Your Account Health is a metric that is the compilation of your bounce, spam, and SMS text message opt-out rates.

Rates Explained

Bounce Rates

Your bounce rate is the percentage of recipients in your portal that are marked undeliverable after a campaign is sent out.

Total # of Contacts / # of Undeliverable Email Addresses = Bounce Rate

There are a few reasons why this could happen:

• The recipient's email address does not exist
• The recipient's domain name does not exist
• The recipient's email server blocked delivery
• The recipient's mailbox is full

The email addresses that bounce are labeled Undeliverable and will be marked in red in the campaign's Recipients list and the Contacts page.

Spam Rates

Your spam rate is the percentage of email addresses that report the ThankView as spam, either by the recipient or their email server. 

Total # of Contacts / # Reported as Spam = Spam Rate

The email addresses reported as spam are grayed out in the campaign's Recipients list and the Contacts page.

SMS Text Message Opt-Outs

An SMS text message opt-out is when a recipient replies to your text message with the word "Stop" or "Unsubscribe". Your opt-out rate is calculated by dividing the number of recipients who have opted out to the total number of text messages sent from your account.

Total # of Text Messages Sent / # of Contacts Opted Out = Opt-Out Rate

The phone numbers opted-out are grayed out in the campaign's Recipients list and the Contacts page.

ThankView requires you to keep your text message opt-out rate to be below 0.5% to prevent carriers from blocking messages to your recipients.

ThankView's Requirements

ThankView requires the following rates in order to deliver more of your emails to inboxes, to keep our email reputation healthy, and to prevent carriers from blocking messages to your recipients:

• Bounce Rate: < 10%
• ODDER Bounce Rate: <12%
• Spam Rate: < 0.1%
• Opt-Out Rate: < 0.5%

Note: ODDER's bounce rate differs from a standard portal because the product's use case entails a different cadence of sends.

Tracking Your Account Health

We display your rates on your portal's Home page. If your rates exceed ThankView's requirements, we will temporarily suspend your account and work with you to improve these rates before reactivating it.

Levels of Account Health

Excellent and OK

Keep doing what you're doing!

Need Improvement

Bounce Rate over 10% OR Spam Rate over 0.1% OR SMS Opt-Out Rate over 0.5%.

Poor

Bounce Rate over 10% OR Spam Rate over 0.25% OR SMS Opt-Out rate over 0.5%.

Critical

Bounce Rate over 10% OR Spam Rate over 0.3% OR SMS Opt-Out Rate over 0.5%.

If your portal reaches a Spam Rate of .25% or .3%, you'll get an email notification inviting you to partner with your Customer Success representative to help get your account health back up!

Keeping Your Account Healthy

Here are a few tips for making sure your communications are getting to your recipients and your account stays healthy:

1. Make sure your recipients have explicitly opted-in to receive emails from you.
2. Remove recipients that have previously unsubscribed from other email services you use.
3. Implement a sunset policy. A sunset policy is when you remove recipients from your list that have not engaged in email outreach over a time period, such as 6-12 months. This removes stale email addresses and will improve your overall engagement metrics. 
4. Avoid sending ThankViews too often to the same recipients. We recommend waiting at least 2-3 months between emails. 
5. Avoid subject lines that create a sense of urgency or excitement. Words such as “Now”, “Don’t Miss Out”, “Last Day”, using all caps, or multiple exclamation points should not be used. Read more about how to build a great subject line!
6. Make sure your Send From name is recognizable to your recipients. We recommend using the name of your organization. 
7. By setting up a custom email address, it is less likely that ThankViews will be marked as spam since they'll be coming from a recognizable email domain.

Healthy Opt-Out Rates

It is required that you receive and document consent from your recipients. The recipient must specifically opt-in to receive text message communications from you.

• Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", you must make clear to the individual they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow.
• If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), then you will need to reconfirm consent in the first message you send to that recipient.
• The consent applies only to you, and to the specific use or campaign that the recipient has consented to. You can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
• Proof of opt-in consent should be retained as set forth by local regulation or best practices after the end-user opts out of receiving messages.

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If you have additional questions, please reach out to your Customer Success Representative or support@thankview.com.