When you are using SmileBack NPS to send surveys to your clients, you may run into some issues that commonly affect email. These can include messages going to recipients' spam or junk folders, or being caught in email security services and never being delivered to the end user.
To increase the likelihood of your survey emails reaching your customers' inboxes, you should take as many of these steps as possible:
- Ask customers to add your sending address for NPS surveys to their address book or SafeSenders list. You can ask admins to do this for all end users.
- Ask customers to whitelist your sending address and our email server's IP address with any third party email security services, such as Barracuda and Mimecast. Our server is smtp.smileback.com
at IP: 126.96.36.199.
- Keep your sender addresses for your helpdesk, NPS surveys and marketing emails separate. This will help reduce the chances of issues with one address affecting the others.
- Follow best practice with your subject lines. Words and phrases such as "free", "time limited" and "for your review" are often avoided by savvy subject line writers as they can increase the chances of your email being marked as spam.