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Account Reviews and List Reviews: How They Are Helpful

CTCT Employee

One responsibility of the Compliance team is performing Account Reviews (ARs) and List Reviews (LRs) with our customers. Although slightly different in nature, they are both conversations we have in order to gain a better understanding of a customer’s contact lists, sending history, and collection methods. These processes help us know what industry best practices we can recommend, as well as allow us to help protect Constant Contact’s sending reputation so that your emails will get to their intended destination.

 

What is the difference between a List Review and an Account Review?

 

Though they are similar, there are some key differences between “LRs” and “ARs”. List Reviews are based on list size; we have proprietary numeric values within every account that will automatically trigger an account for a review based on certain factors. This is often done as part of the onboarding process, and allows us to help our customers with best practices for their contact list and resolve any issues before they occur.

 

Account Reviews are a little different. An AR is triggered due to a specific Compliance related issue on the account. This could be due to a problematic list import, elevated levels of spam complaints, prohibited content, a terms and condition violation, or simply that we need to learn more about your business to support you properly.

 

Why Do Email Marketing Providers Review Accounts?

 

Every email campaign sent from a Constant Contact customer goes out from the same large group of IP addresses. While this lets all of our customers benefit from our good sending reputation, it also means that if a specific IP address should be blocked due to sending to bad addresses or having too many spam complaints against it then it can affect all users of Constant Contact.

 

What information should I have available during a LR or AR?

 

During the review process, we’ll be asking questions about your list, collection methods, and sending history. Some helpful information to have readily available is:

  • Collection methods for the various contact lists
  • The age of the lists (how long has it been since you first began collecting contacts, or, how long has it been since you’ve interacted with these contacts).
  • Past emailing history
    • Have you emailed these contacts before?
    • If so, were you able to track reports such as bounces and unsubscribes?
      • Were those contacts removed from this list?

 

What do I get out of it?

 

Lots! As you probably know, Constant Contact’s sending reputation is a leader in the industry; however what you may not know is that the reputation of your own sending email address, as well as the content of your email, can affect your delivery. During the review process, we’ll recommend best practices that can help optimize your performance. This is also a great opportunity to pick our brains and ask any Compliance or delivery related questions you may have.

 

There are times where Compliance may be forced to require that action be taken before we can release an account. In that case, the Account Review representative will fully explain the action needed and why we require it.

 

For one customer's perspective on the review process, you can check this article out.

 

What should I do if I am under List Review or Account Review?

 

There should be a banner towards the top of your account. That banner contains the contact information and hours of our Account Review team. Once you have the time, please reach out to them to perform the review. Please note that due to the nature of List Reviews and Account Reviews, sending privileges are disabled until the review is complete.

 

 

Be sure to keep any eye out in the coming months. I’ll be discussing common reasons why accounts are flagged for Account Reviews, as well as some best practices to help to avoid them!

Robb_P

Hello, I'm Robb, your friendly neighborhood Compliance Representative. I've worked for the Constant Contact Compliance Team in some capacity since September 2008. I'm happy to use my experience to help educate and inform the Community on various Compliance and Delivery-related topics. In my spare time, I'm usually spending time with my wife, son and dog OR engaged in some sort of hockey/football discussion.

4 Comments
Occasional Participant

How about alerting people their accounts are under review instead of letting them find that out when they're about to send a time-sensitive email? Do you have a reason for not caring so much about your customers? Do you not care about their businesses? 

CTCT Employee

Hello @JoshuaM097,

 

Thank you for reaching out to the Community! I apologize that you did not receive our message about your account being under review. We completely understand how important your business is. It looks like a little while ago you called our Account Review department and they were able to assist you! Please let us know if we can help with anything else. Thank you! 

Occasional Visitor

As with Joshua (from above post)...I just found out (with no advance notice) that my account is under review and I cannot send out my time sensitive newsletter. First, you have no idea the mess this creates for my business/sales by not receiving any notice of this. I have no idea why my account is under review, for as far as I know, I have done everything by the book and have not done anything wrong. I don't send out any spam or anything that would be in violation of policy. I only send out 1-2 newsletter/s per month to introduce new products. My subscribers register themselves to receive my newsletter...that is the only way they are added. Second, I am not sure why the need to suspend my account (with no given notice) and prevent my being able to send newsletters until there is a reasonable, detailed explanation for why this is being done that requires suspension of my being able to send newsletters...and then on top of this take full payment from me for services I cannot not use fully. My newsletter is the life line of my business...it is very important! Third, again to collect monies for services that I cannot fully use until the review is done is not right. What good is an active account when I cannot send out a newsletter??? It would have been nice to receive a message by email and be notified that for whatever the reason, my account needs to be reviewed so one can plan accordingly. Please give a good explanation of why I was not notified in advance and how you believe this to be a good practice? When was the last time you paid for something and then you could not use that product? Not happy! 

CTCT Employee

Hey there @JenniferB4480 

 

Thank you for giving us your feedback on our account review process. We have it in place to protect both your and Constant Contact's sending reputation, but also we understand that you have concerns about how you were notified.

 

It looks like our Account Review team was able to help clear this up for you, though. Which we are happy to see. I will be passing your concerns to our Compliance team. Please never hesitate to share additional feedback or if you need help with anything else.