Email Delivery and Survey Scores

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Email Delivery and Survey Scores
We are noticing a trend on cases low CSAT survey scores. Consumers are telling us they are not hearing back from us. When we review the case we are seeing that we did in fact send a response to the consumer. Most of these cases are coming in from our website, i.e. web to case. I feel like our email address may not be recognized when we respond to consumers and the emails are going to their spam or junk mail. I could be wrong about that, but it is my best guess. Oddly, they are getting the email with the survey. Has anyone had a similar issue and if so, what was the cause and how did you resolve it? Thanks! PS. We use Salesforce Service Cloud and GetFeedback surveys.

Helper

Call Centre Helper

Sounds like getting stuck in a Spam filter
It does sound like your emails are getting stuck in spam or junk email.

There are a number of online tools that can help. These can authenticate your email with things such as SPF and DKIM.

You can also run the email through a spam checker to see if any of the words that you are using are spammy.

You can also check your email against a blacklist of spammers.

Email Delivery and Survey Scores
Jonty, appreciate you taking the time to respond to my question!

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