If you have created an Email Thermometer and are not receiving your Email Survey test or not receiving the survey emails internally, there are a couple of things to check.
Corporate email systems are complex. Many rules are put in place to stop malicious activity. Sometimes, systems are over-zealous and trap genuine emails.
Customer Thermometer works closely with a specialist email provider to ensure deliverability.
Within corporate environments, email settings are crucial to getting delivery right. Please review the below.
If you are testing your Email Thermometer and noticing the survey mails are falling into spam or are not being delivered this is possibly due to your from email address being your internal company domain.
Unfortunately, if you send internally from your domain to your domain, your company's server ‘knows’ that the emails didn’t really originate from your own server – they originated from ours. As a result, they can be classed as spam by your server. However, sending from our default email address avoids this issue email@example.com.
Once you've amended the from address, please do try sending your Thermometer again, and hopefully, it will work perfectly!
SPF (Sender Policy Framework)
SenderPolicyFramework (SPF) is a protocol used to prevent spammers from sending emails with forged ‘From’ addresses at your domain.
An SPF record is a type of TXT record that identifies any mail servers permitted to send emails on behalf of your domain; they are also known as Reverse MX records.
Domain administrators publish SPF records in the DomainNameSystem (DNS); this enables the incoming mail servers to verify the domain name from which emails are sent. When a recipient's mail server receives an email, it checks the SPF record to determine whether it is a valid email. If the email comes from a server that is included in the SPF record, it is legitimate; if not, it is rejected as spam.
We would recommend adding a DNS SPF record of include:spf.app.customerthermometer.com to assist with deliverability.
How do I update the SPF records?
The exact process varies from one service provider to another; generally, it involves adding one line to a DNS TXT record. Your IT Team should be able to help you with this request. This is not something you set up within your Customer Thermometer account.