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Unsubscribe options and reason

When a user unsubscribes to an email, there should be additional option instead of unsubscribing them right away (e.g. give a reason, report abuse, change subscription settings,etc).

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    Frank aka Fresh ApricotAdminFrank aka Fresh Apricot (User Experience, Wild Apricot) shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
    GabeGabe shared a merged idea: Unsubscribe Buttons  ·   · 
    Paul at PENPaul at PEN shared a merged idea: Reason for unsubscribing  ·   · 

    6 comments

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      • RuthiRuthi commented  ·   ·  Flag as inappropriate

        Agree with Randall here.

        >Even I am not sure what they're opting out from. From the type of email they clicked on, I suppose, which may not be what either of us intended.

        Exactly

        it's pretty confusing.

        1. At the moment opt-out is silent and we can't really keep tabs on it. We need a notification of some sort and reports.

        2. We don't know what exactly they opted out from, and if that's what they really wanted to do. They need to have a choice.

        3. It would be really helpful to know why someone opted out if they choose to tell us - do they consider it spam? Are they not interested in event notifications? Do we send to many emails? etc

      • Randall RenschRandall Rensch commented  ·   ·  Flag as inappropriate

        A multi-faceted issue, and an important one. Losing subscribers is not a peripheral matter.

        1. There are two different types of email lists. Although the distinction between Automatic Event Announcement and Manual emails is surely lost on most users, it exists. And it should be clear what people are unsubscribing from. Currently when users click the Unsubscribe they get a vanilla opt-out confirmation button. Even I am not sure what they're opting out from. From the type of email they clicked on, I suppose, which may not be what either of us intended. They should get the same configuration interface that they get when they log into their Profile. (Not that users know to do that, either.)

        I agree that further subdivision might be desirable. Eg., from a monthly newsletter vs. other announcements sent manually. Complying this would require some other WA redesign, but could be manually complied with by setting up (and using) Advanced Searches and related data in our Contacts records.

        2. Ability for us to provide custom text on the Opt-out page. Every organization has its own particular email practices. Give us the opportunity to clarify ours.

        3. Include the user the option of saying why they want out.

        4. Make it a two-step process, the second step being the actual opt-out confirmation. Personally, I want opt-outs to be simple, and I hate ones that, after clicking in an email, then ask me to enter what address THEY sent to. (Especially painful for me, because I have many email addresses.) But I don't mind clicking twice instead of once.

        Give us opt-out reports. Ideally, tell us WHO opted out. In aggregate it would tell us something about our marketing practices. I do not see it as an invasion of privacy to know this, but even so, I would not contact them further (i.e., no follow-up unless we already have a relationship and there is some specific question). If there were a "why" field in the process, a follow-up wouldn't be called for in the first place.

        An opt-out report should at least show which email (if any) triggered the action, the general nature of the opt-outs (member vs. non-member), length of time on the list, source (if we have added that field to our Common Fields), and so on. Anything that might indicate a pattern we should address. The point is, we shouldn't have to go through our entire Emails Log to compile such data (which is impractical and lacks data, so we don't).

      • GabeGabe commented  ·   ·  Flag as inappropriate

        Is it possible to customize the unsubscribe function by adding radio buttons (check boxes) so that a member can communicate their email preferences at one time? For example, when a member clicks Unsubscribe:
        Please select which communications you would like to unsubscribe from.

        Newsletters
        Manual email blasts
        event notifications

        Thanks!

      • ssi_sailingssi_sailing commented  ·   ·  Flag as inappropriate

        We absolutely would use this-to take the user to a page with various options, perhaps a further explanation of why the received the email, etc.

      • Paul at PENPaul at PEN commented  ·   ·  Flag as inappropriate

        Request: Ask people unsubscribing from emails for their reason. Also allow admin to fill in comment e.g. if email is bouncing.

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