Welcome to Infusionsoft!
Just wanted to clarify Chad’s information below - you’re allowed up to 1 complaint per 1,000 emails sent per provider. For example, if you send a broadcast to 10k people, 5k to MSN & 5k to AOL, you’re allowed up to 5 complaints at MSN and 5 complaints at AOL. This is the standard threshold set by the providers. The broadcast report doesn’t break down the number of complaints per provider, so keep in mind that number is total complaints.
As for where they come from and how to prevent them, it’s extremely important to not only gain permission, but to set expectations at opt-in and then ensure those expectations are met. Something we see often are people opting in for a monthly newsletter, but then begin to receive weekly emails. Permission was initially obtained, but not for what was actually sent.
Going forward, it also helps to clean your list via List Hygiene or Automatic List Maintenance which can be found in the Help Center to ensure you’re only emailing those that are active, engaged, and still interested in your content.
Another helpful tool in the broadcast report - you can click the number of unsubscribes, and add the columns ‘Opt Types’ & ‘Opt Notes’. Recipients that unsubscribed may have left you a note as to why they were no longer interested. This feedback is extremely valuable since it comes directly from your recipients and it can help you to make adjustments to your marketing to decrease complaints and unsubscribes.
Hope that helps!
Email Best Practices Handbook