How to Analyze and Act on an Unsubscribe Survey
How To Analyze And Act On An Unsubscribe Survey


Though we all know it’s good to say goodbye to unengaged subscribers, it’s nonetheless simple to cringe on the sight of an unsubscribe. Nonetheless, studying from suggestions given in an unsubscribe survey may truly be the easiest way to inform and enhance your e mail advertising and marketing technique for the remainder of your viewers.

Shedding a subscriber is like shedding a buyer to one other firm. It stings, however you’d do something to study why they selected to go some place else and what made them see greener grass past your product or providing.

An unsubscribe survey does simply that: In the intervening time your subscriber decides to choose out, it permits you to seize their sincere suggestions about your e mail technique. As an non-compulsory function, not everybody will fill out the unsubscribe survey, however you’ll get immeasurable insights from those that do.

An unsubscribe survey is simply nearly as good because the evaluation you give it, so learn on to uncover some actionable methods to act on the suggestions. However, first, let’s discover how a subscriber would fill out this survey, in addition to how to set it up.

What’s an unsubscribe survey?

An unsubscribe survey is a straightforward kind that subscribers can select to reply after they choose out of your e mail listing. It asks the query: “Why are you unsubscribing?” and gives a wide range of response choices.

The unsubscribe process

The everyday course of to unsubscribe from an e mail listing seems like this:

  • Your subscriber opens a latest e mail from you.
  • They resolve the e-mail content material is not related to them (for causes you’ll hopefully uncover within the survey course of).
  • The subscriber scrolls to the underside of the e-mail and chooses Unsubscribe (location of this hyperlink relies on the template, however it’s normally within the footer).
  • Clicking Unsubscribe redirects the subscriber to a web page hosted by your e mail platform.
  • The web page ought to verify their motion (e.g., “You’re now unsubscribed.”) and invite them to reply your unsubscribe survey (e.g., “Please tell us why you unsubscribed.”)

Commonplace unsubscribe survey questions

In Marketing campaign Monitor’s unsubscribe survey, we comply with normal greatest practices for analyzing opt-out causes. Our unsubscribe survey gives the next responses by default:

  • I by no means signed up on your emails
  • The content material isn’t what I anticipated
  • The context is not related to me
  • You e mail too regularly
  • Different

These responses cowl the gamut of your subscribers’ attitudes. Under, we’ll cowl how one can enhance your technique primarily based on how respondents are leaning.

How to arrange an unsubscribe survey in Marketing campaign Monitor

Establishing an unsubscribe survey is fast and simple. When you’re not a Marketing campaign Monitor buyer, this may look totally different on your respective e mail platform.

Right here’s the way you allow an unsubscribe survey for certainly one of your lists:

  • On the Lists & subscribers web page, choose the e-mail listing that you simply want to add the unsubscribe survey to.
  • Choose Unsubscribe settings.
  • From the choices listed, choose Show a generic unsubscribe success web page to the unsubscriber.
  • Test the field subsequent to Embody unsubscribe survey.
  • Select Save modifications.
Screenshot of Campaign Monitor's unsubscribe survey feature

And right here’s how one can view the responses to your unsubscribe survey:

  • On the Lists & subscribers web page in Marketing campaign Monitor, choose the e-mail listing that has an unsubscribe survey arrange and operating.
  • Choose Unsubscribe survey responses CSV.

Clicking this hyperlink will generate a CSV file obtain with the next information:

  • Marketing campaign identify
  • Unsubscribe e mail tackle
  • Date of unsubscribe
  • Unsubscribe motive
  • Suggestions (“Different”)

Observe: The survey response hyperlink will solely be out there on Marketing campaign Monitor as soon as the primary response to your survey has been recorded.

For more information on how to arrange an unsubscribe survey in Marketing campaign Monitor, try the assistance doc.

Analyzing unsubscribe survey responses

That is actually the place rubber meets the street. When you begin getting unsubscriber suggestions, it’s essential to examine the responses recurrently and implement them into your technique.

Schedule common efficiency critiques.

The cadence for a overview will rely on how typically you ship. Right here’s a fast information:


Sending cadence Efficiency overview
As soon as a day Each 7–14 days
As soon as every week Each 30–45 days
As soon as a month Each 90–180 days

These conferences ought to include an unsubscribe survey overview, in addition to a few of these reviews:

  • Greatest and worst campaigns in the course of the time interval
  • Bounce charges in the course of the time interval (flagging any issues)
  • Check outcomes and new content material, copy, or design concepts to take a look at
  • Comparability of your metrics in contrast to your industry’s benchmarks

Decide subsequent steps primarily based on unsubscribe suggestions.

Suggestions is simply as useful as your response. Let’s check out every response a subscriber can provide on this survey and what you possibly can change to make your subscriber expertise even higher.

1. I by no means signed up on your emails.

Those who choose out as a result of they don’t know who you might be or are shocked by receiving an e mail from you might be shining a light-weight on your subscribe and welcome course of.

First and foremost, be sure to by no means add an e mail to your listing with out their categorical consent. That is thought of spamming and is an unacceptable apply. So long as you comply with this precept, nobody ought to ever select this opt-out motive as a result of they’re getting spammed.

The opposite motive they might be selecting this unsubscribe motive can be that they weren’t welcomed appropriately.

So, should you get a number of responses on this class, attempt implementing a few of the following steps:

  • Write out clear expectations on your e mail signup kind, in order that the subscriber is aware of what emails they’ll get, when to anticipate them, and who they’ll come from.
  • Make your listing a double opt-in or confirmed opt-in, so that you guarantee that everybody who submitted their e mail tackle is really involved in your messages.
  • Enhance your welcome e mail or welcome sequence to higher clarify what listing the subscriber signed up for and how they’ll determine your model.
2. The content material will not be what I anticipated.

This motive requires an extra point out from the earlier part: Your expectations want to be explicitly said in your e mail signup kind. And you then want to ship on these expectations.

This can be a good indicator that both the inputs to your listing want to be examined (i.e., how/the place subscribers are signing up and what these types are saying), or your emails fluctuate too far out of your model expertise on different platforms. This additionally occurs so much when somebody enters their e mail to be despatched a publication with useful content material, and then the emails they’re despatched are crammed with sales-oriented content material.

Listed below are some issues to attempt in case your unsubscribe responses skew this fashion:

  • Get a spotlight group collectively and ask them to consider your content material throughout your web site, weblog, social profiles, and e mail to see in case your e mail varies an excessive amount of from the remainder.
  • Reexamine these e mail signup types to be sure to’re assembly the expectations you set.
  • Don’t bait and swap. When you invite folks to join a useful publication, don’t permit the main target to be on gross sales or product information. This can be a good time to make use of a preference center to give subscribers flexibility on the content material they need to obtain.
3. The context is not related to me.

“Now not related” is each a superb and a foul reply for e mail entrepreneurs.

Professionals: It exhibits that your content material not aligns with this subscriber, that means they’re seemingly not going to purchase your product, in order that they’re simply dragging your e mail efficiency down. These are the sorts of subscribers you need to see go.

Cons: This might present that your content material simply isn’t customized sufficient to attain that subscriber. Personalization will increase relevance (i.e., if it’s not for me, why am I getting it?), and somebody opting out due to a scarcity of relevance is likely to be exposing the weak spot of your technique.

Listed below are a couple of suggestions to enhance relevance:

  • Use A/B testing to check out totally different design, copy, or content material approaches and see what resonates together with your viewers.
  • Use dynamic content to personalize particular sections of your emails. Strive personalizing only one part of an e mail on your varied segments utilizing dynamic content material, and see should you get a constructive response from it.
4. You e mail too regularly.

Inbox fatigue is an actual factor—and, for some manufacturers, it’s tough to battle subscriber churn. This can be a telltale signal that your subscribers get too many emails out of your model.

Now, for some organizations, your subscribers could also be getting emails out of your advertising and marketing workforce, customer support workforce, and product growth workforce all on the similar time. This can be a widespread means to burn out subscribers. To you, your particular workforce won’t be sending that a lot. However, to them, your model simply despatched them 10 emails in a matter of days.

When you discover your subscribers pattern towards this unsubscribe response, listed here are some suggestions:

  • Add a cadence choice to your preference center. In case your regular listing expects a every day e mail, give choices for weekly and month-to-month sends, the place you possibly can ship digests of the extra frequent content material. This manner, you possibly can retain your subscribers and hold them engaged whereas additionally scaling down their inbox.
  • Differentiate your model’s senders. At Marketing campaign Monitor, our advertising and marketing emails come from Syd (our e mail editor), whereas our onboarding emails come from Emily and Kalyn (they run the onboarding course of). Merely having a distinct sender identify can change the notion—simply make certain to hold senders constant when you’ve it set. In any other case, your viewers will get confused by the modifications.
  • It would simply be time to decrease your cadence if that is an overwhelming response. Strive sending a survey out to your viewers and ask everybody what they consider your e mail program. If solely the unsubscribers say there are too many emails, you is likely to be within the clear. However, in case your total listing says it’s too many, it’s time to dial it again.

Wrap up

Though it may be bittersweet to lose a subscriber, now you and your technique have one thing to acquire from it. Ensure you examine on your unsubscribe survey recurrently, and have a plan for a way to method these varied responses, so you possibly can curate probably the most engaged listing attainable.

Don’t have an unsubscribe survey in your e mail platform? Try out Campaign Monitor for free and take advantage of these insights.


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