Customer Voice emails not being received by respondents

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We are planning to use Customer Voice to issue NPS surveys to a significant number of our customer contacts, this is our first year using Voice for this project. During a pilot with some customers, we have noticed a trend that emails issued from Voice containing the survey are not received by customers either into an inbox or a spam/junk folder, even though the /InviteStatus/ field is flagging that it has been Sent, Read or Opened. Even more confusingly, on sending a second email from Voice it is almost always getting through, which implies that it is not being caught by any security filters on their end.

Has anyone experienced these issues with Voice email distribution before? We will have to use the system to send hundreds of surveys and it will be impossible to track which have actually gotten through to customers and which might need to be re-issued.

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Leah Ju Microsoft Employee on at

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Hi Partner,

Are you sending emails from customer voice to customer voice?

In your tests, did all recipients fail to receive the email the first time it was sent?

What about a different sender?

In addition, you can check the possibilities by referring to the following documents:

https://learn.microsoft.com/en-us/dynamics365/customer-voice/view-survey-invite

If that still doesn't help, I suggest you create a support ticket for professional assistance following the below procedure.
Get Help + Support - Dynamics | Microsoft Docs

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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