Is SurveyMonkey blocked as spam because some respondents did not receive my invitation?
When using SurveyMonkey's mail server to distribute the invitation message, there is a chance that your recipients' networks may automatically send the message to a spam/junk folder or instead block SurveyMonkey.
- Networks may have email filters that look for specific words in the message.
- Since spam filters can be configured to be restrictive as possible and unless you know the specific filter configuration for each survey recipient, there is little you or SurveyMonkey can do to prevent a message from being filtered out as probable spam.
What does this mean?
Some filters may block email from SurveyMonkey because they check to confirm that the domain of the sender's email address matches the domain of the sending mail server.
If your organization has such a filter in place, the invitation message may be filtered out because the From address (the outgoing message from SurveyMonkey's mail server) is actually the user's address (the address you establish when customizing the message for the collector).
Consider the following:
Are you sending the message internally where all emails in the recipient list match the From email address on the message?
If so, your network may block the message because it is actually coming from our mail server. In this case, it has tricked your firewall because our IP address is not matching the IP address of your email domain.
With internal surveys, do the following so the receiving network will not be confused by the mismatch in our mail server's IP address:
- Change the From or Reply address of email@example.com
- To something like: firstname.lastname@example.org
However, to keep the professional appearance of the From message, you want to keep it as your company's domain and instead have your IT department allow our mail IP addresses listed here. This will keep our messages from being blocked by your servers:
If you need domains addresses for our actual website, please review the following: What are the IP addresses for your website?
If SurveyMonkey is blocked by a specific domain/vendor:
If you have gone through the tips suggested above and if you believe a specific domain/vendor has completely blocked SurveyMonkey, we suggest using a Web Link Collector to collect those specific responses. You can send the invites out through your own mail account.
- In the meantime, please send us the domain name of the company that has blocked us.
- We will need to contact them and investigate further.
Invitation Message Formatting Tips:
Steps can be taken to create an invitation message that is more effective and recognizable by your recipients.
With today's security and email clients, there are now both "computer" and "human" components for determining a message as SPAM.
To learn more about avoiding spam language and content, visit the following topic: Create Effective Email Messages.