Hey team ActiveCampaign,
I totally understand the need to let unsubscribers report why they are unsubscribing.
But the option labeled, “This is Spam” is super unclear and gets many unwarranted reports.
(For our list with a high ratio of elderly subscribers, it’s about 20% of ubsubs!)
Think about it…
- SPAM is “Unsolicited email sent in bulk.”
- SPAM is not
- email you don’t remember signing up for, but did sign up for
- email you signed up for but feel the frequency is too high
- email you signed up for when there was a deal (which you got) but didn’t like being sent email marketing afterwards
Yet the ActiveCampaign form for “Why are you unsubscribing” has the meaning of “SPAM” left to the kneejerk reaction of unsubscribers who really don’t know better.
3. Punishing customers
Given that a user who clicks “This is Spam” will be punished (blacklisted from the sender forever), doesn’t it make sense to forewarn them how this option will impact them?
“This is Spam (Note: selecting this will prevent you from ever receiving emails from this sender again unless you personally call them).”
Or, “This is Spam (Note: this option is for unsolicited emails such as from scammers. If you signed up for this email but felt the frequency of email was too high, please select another option.”
4. Treating “SPAM” as a customer feedback poll
Lastly, by not explaining what “This is SPAM” means or does, some users probably think that this is a good way to send negative feedback to the sender about their email content/frequency.
Yet this is not a poll. This is a sensitive blacklisting, customer relationship killer!
Thank you for taking my feedback into account.