{"id":14472,"date":"2013-02-28T09:31:14","date_gmt":"2013-02-28T14:31:14","guid":{"rendered":"http:\/\/www.constantcontact.com\/blog\/?p=14472"},"modified":"2024-06-03T08:12:18","modified_gmt":"2024-06-03T12:12:18","slug":"why-people-unsubscribe","status":"publish","type":"post","link":"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/","title":{"rendered":"Do You Know Why People Are Unsubscribing From Your Emails?"},"content":{"rendered":"<!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body><p class=\"has-text-align-left wp-block-paragraph\">Let&rsquo;s be honest, no one enjoys having people unsubscribe from their <a href=\"https:\/\/www.constantcontact.com\/blog\/grow-email-list\/\">email contact list<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With all the work you put into growing your list and the time you spend designing, creating, and sending emails&mdash;it&rsquo;s never fun when someone decides to say <i>thanks but no thanks.<\/i><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But while losing contacts is something we all dread, it&rsquo;s also a reality we all must accept.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Whether you&rsquo;re an <a href=\"https:\/\/www.constantcontact.com\/email-marketing\" target=\"_blank\" rel=\"noreferrer noopener\">email marketing<\/a> expert, with years of experience and thousands of contacts on your list or a business owner who&rsquo;s just getting started&mdash;you&rsquo;re going to have people who decide to unsubscribe from your list.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And while you certainly cannot (and should not) expect people to stay on your list forever, you can certainly learn a lot when they decide to walk away.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">It&rsquo;s not goodbye, it&rsquo;s just see you later<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Having someone unsubscribe from your emails is not the end of the world. And in most cases, it&rsquo;s not the end of your relationship with that customer or client either.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customer relationships don&rsquo;t begin and end with an email signup or unsubscribe. For your customers, signing up for your <a href=\"https:\/\/www.constantcontact.com\/features\/email-list-management\" target=\"_blank\" rel=\"noreferrer noopener\">email list<\/a> is an added bonus of being a loyal customer. Their reasons for signing up will be different <a href=\"https:\/\/www.constantcontact.com\/blog\/email-list-segmentation\/\">based on their particular needs and interests<\/a> but overall, joining your list is about making life easier for them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Just because they opt-out doesn&rsquo;t necessarily mean they&rsquo;re done being a customer.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">So why <i>are <\/i>people choosing to opt-out from your list?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We asked 1,400 consumers that very question. Here&rsquo;s what they had to say:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>69% Too many emails from the business\/organization<\/li>\n\n\n\n<li>56% The content is no longer relevant<\/li>\n\n\n\n<li>51% The content wasn&rsquo;t what I expected<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">As you can see, for these consumers the decision to opt out had less to do with their perception of the business and much more to do with the overall <a href=\"https:\/\/www.constantcontact.com\/blog\/create-email-marketing-plan\/\">email marketing strategy<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Just as consumers sign up with certain needs and interests, they also sign up with different expectations for what they&rsquo;re going to receive. When you fail to deliver on those expectations, you lessen the chance of keeping contacts engaged and increase the chance of having them unsubscribe from your list.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to learn from customers who unsubscribe<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">While you shouldn&rsquo;t bang your head against the wall every time someone decides to unsubscribe, you should take the time to better understand the factors that lead to their decision to opt out.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That doesn&rsquo;t mean confronting them in your store or calling them to ask them to explain themselves. (If their decision to unsubscribe didn&rsquo;t end their relationship with your business; that most certainly would.)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But there is information readily available to you today, that you can use to develop a better understanding of why people decide to opt out.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">First off, you have your reports<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Looking at your <a href=\"https:\/\/www.constantcontact.com\/features\/email-tracking-software\" target=\"_blank\" rel=\"noreferrer noopener\">email reporting<\/a> is the easiest way to track the effectiveness of your <a rel=\"noopener noreferrer\" href=\"https:\/\/www.constantcontact.com\/blog\/email-marketing-campaign-2\/\" target=\"_blank\">email marketing campaigns<\/a>. The &ldquo;positive&rdquo; metrics like opens and click-through rates allow you to see the type of interest your emails are generating and the type of engagement that&rsquo;s actually taking place.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The &ldquo;negative&rdquo; metrics like opt-outs and spam reports have a lot &nbsp;to teach you about your email marketing as well.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Your opt-out rate shows how many people received an email from your business and made the decision to unsubscribe.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Having a few opt-outs per email, shouldn&rsquo;t trigger any red flags. In fact, by giving those readers the opportunity to opt-out you&rsquo;ll likely be improving other metrics because you&rsquo;ll be removing less unengaged contacts from your list. (We typically say that around 2% is a <a href=\"https:\/\/knowledgebase.constantcontact.com\/articles\/KnowledgeBase\/5409-average-industry-rates\" target=\"_blank\" rel=\"noreferrer noopener\">normal opt-out rate for an email campaign<\/a>.)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A spike in opt-outs, however, is typically the result of a change that did not go over well with your readers. Remember that the top reasons people unsubscribe are related to frequency, content, and subscriber expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to looking at the content and frequency of your emails, you&rsquo;ll also want to consider how your list changed over that particular period. If you&rsquo;ve recently begun sending to a new list of contacts or ran a promotion to help grow your list, there may be a period where some of these contacts decide to opt-out.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But if each time you add a new group of contacts, your opt-out rates for the next email go through the roof, you may need to take a fresh look at the signup process you&rsquo;re offering consumers. It may indicate readers were expecting something different when they decided to join your list.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">You can also ask readers why they&rsquo;re opting-out when they unsubscribe<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This is something business owners often have mixed feelings about. After all, they&rsquo;ve already unsubscribed, will knowing why really make a difference?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But by giving people the opportunity to provide a reason for opting-out, you&rsquo;ll not only collect valuable feedback, you&rsquo;ll also be giving customers the chance to better explain their decision.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Both can go a long way in helping improve your email marketing going forward.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How this feedback can help improve your own email marketing<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">I recently took a look at one local business&rsquo; opt-out rates to see what I could learn. The business is a retail store located in my hometown and I have recently been helping them make some improvements to their email marketing strategy.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Because recent results have been trending in the right direction and opt-out rates have been consistently low, I didn&rsquo;t expect to see anything that would indicate that major improvements would need to be made.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And for the most part, I was right.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nearly half of the people who decided to unsubscribe did so based on their proximity to the business&mdash;some had recently moved elsewhere and others had signed up while on vacation and no longer needed updates about new products, specials, or events.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The other half were people who unsubscribed based on the volume of emails they were receiving each day. For them the frequency of email&mdash;not only from us but from all of the brands they had subscribed to&mdash;had become a problem and they needed to scale back on the information coming to their inbox each day.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On one hand, this feedback was reassuring. So maybe we had lost a few contacts, we had also seen a lot of success from the last few campaigns. And what could we really do to keep people on the list that had moved out of state or decided that one <a href=\"https:\/\/www.constantcontact.com\/blog\/newsletter-email-template\/\">email newsletter<\/a> per month was more than they could handle?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On the other hand, all of the products the business offers in-store are readily available online. Maybe we could have done a better job at promoting e-commerce sales, rather than trying to talk to every reader as if they lived just a few blocks away.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And why couldn&rsquo;t we offer new contacts the opportunity to sign up to receive emails once a quarter, rather than once a month?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Neither of these changes would have taken much extra work and could have kept at least some of these contacts from opting out from their list.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Small improvements can make a big difference<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In most cases, the changes you make from keeping tabs on your opt-outs and collecting feedback from readers who decide to unsubscribe will be small.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Maybe it will mean trying different types of content, revamping the signup experience you&rsquo;re offering new contacts, or scaling back on the frequency of emails you&rsquo;re sending your list.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But while these changes may be small, the impact can make a big difference when it comes to maintaining email relationships and driving more results from your email marketing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I know I&rsquo;ll be using the lessons I learned to help one of my favorite local businesses, I hope you&rsquo;ll consider doing the same for yours as well!<\/p>\n<\/body><\/html>\n","protected":false},"excerpt":{"rendered":"<p>Let&rsquo;s be honest, no one enjoys having people unsubscribe from their email contact list. With all the work you put into growing your list and the time you spend designing, creating, and sending emails&mdash;it&rsquo;s never fun when someone decides to say thanks but no thanks. But while losing contacts is something we all dread, it&rsquo;s [&hellip;]<\/p>\n","protected":false},"author":219,"featured_media":120360,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[579],"tags":[],"content_type":[1462],"industry":[],"feature":[],"article_type":[],"coauthors":[35],"class_list":["post-14472","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-email-marketing","content_type-blog-article"],"acf":{"article_thumbnail":false,"show_last_modified_date":true,"show_trial_cta":false,"show_prefooter_cta":true,"ctct_related_features":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Do You Know Why People Are Unsubscribing From Your Emails? | Constant Contact<\/title>\n<meta name=\"description\" content=\"Let\u2019s be honest, no one enjoys having people unsubscribe from their email contact list. With all the work you put into growing your list and the time you\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do You Know Why People Are Unsubscribing From Your Emails?\" \/>\n<meta property=\"og:description\" content=\"Let\u2019s be honest, no one enjoys having people unsubscribe from their email contact list. With all the work you put into growing your list and the time you\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\" \/>\n<meta property=\"og:site_name\" content=\"Constant Contact\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/constantcontact\/\" \/>\n<meta property=\"article:published_time\" content=\"2013-02-28T14:31:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-03T12:12:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.constantcontact.com\/blog\/wp-content\/uploads\/2013\/02\/Do-You-Know-Why-People-Are-Unsubscribing_1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"796\" \/>\n\t<meta property=\"og:image:height\" content=\"316\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Ryan Pinkham\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@RyanPinkham\" \/>\n<meta name=\"twitter:site\" content=\"@constantcontact\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\"},\"author\":{\"name\":\"Ryan Pinkham\",\"@id\":\"https:\/\/www.constantcontact.com\/blog\/#\/schema\/person\/a41162c4efcfd3fda640af8d4fbb4ee5\"},\"headline\":\"Do You Know Why People Are Unsubscribing From Your Emails?\",\"datePublished\":\"2013-02-28T14:31:14+00:00\",\"dateModified\":\"2024-06-03T12:12:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\"},\"wordCount\":1334,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.constantcontact.com\/blog\/wp-content\/uploads\/2013\/02\/Do-You-Know-Why-People-Are-Unsubscribing_1.png\",\"articleSection\":[\"Email Marketing\"],\"inLanguage\":\"en-US\",\"copyrightYear\":\"2013\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\",\"url\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/\",\"name\":\"Do You Know Why People Are Unsubscribing From Your Emails? | Constant Contact\",\"isPartOf\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.constantcontact.com\/blog\/why-people-unsubscribe\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.constantcontact.com\/blog\/wp-content\/uploads\/2013\/02\/Do-You-Know-Why-People-Are-Unsubscribing_1.png\",\"datePublished\":\"2013-02-28T14:31:14+00:00\",\"dateModified\":\"2024-06-03T12:12:18+00:00\",\"description\":\"Let\u2019s be honest, no one enjoys having people unsubscribe from their email contact list. 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