Before sending out a survey for mass distribution, I wanted to test out the Qualtrics email distribution function. Specifically, I wanted to make sure it was correctly "catching" undeliverable email addresses. I created a contact list and purposely included an email address that does not exist (i.e., if I send an email from my personal account to this made up account, I get an immediate "undeliverable" bounce back email). However, my Qualtrics distribution report from this trial run is reporting 0 bounces, 0 fails, and all surveys successfully sent. Does anyone know why it wouldn't be registering the bounce? I want to make sure that when I send out my survey "for real", I can identify any blocked or undeliverable email accounts of participants.
Why are undeliverable emails not showing up as "bounced" in my survey distribution report?
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+30Hi hschacter ,
You might run this question by Qualtrics support for a definitive answer. What was the domain of the made up address you sent this test distribution to?
Does your Qualtrics account have XM Directory? If so, did you look up the history of the email in it?
+1Thanks for your reply! I contacted Qualtrics support and so far haven't had any luck with a solution. It's happened both when I intentionally add fake gmail and yahoo accounts to my contact list.
How would I know if my account has an XM Directory? I've downloaded the distribution history directly from my survey's distribution page and it just says "Email sent" without any indication of bounces.
+30You would see something like the "Directories" tab in the attached screen shot if you have XMD.
Seems odd that an email that is known to be undeliverable would not show up as such in the Distribution History. I'm not sure what goes on between email servers and Qualtrics that would cause this; perhaps data is not coming through on the Qualtrics side to update the reporting in your account for some reason. (I haven't experienced your exact same problem myself, or at least it has not been apparent, but I have noticed other odd inconsistencies in the Distribution History reports from time to time.)
+1Ahh got it. I do not appear to have directories. So strange. I'll try following up with support again! I really need to know that I'm able to identify when my email did not reach respondents...
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