Divya is the Customer Experience manager for a large retail company. She’s spent years forming positive relationships with her customers and building a reliable customer feedback panel made up of these loyal customers. Divya is thrilled about how Qualtrics makes it easy to manager her panel and collect feedback, but she’s worried that her survey email invitations will end up in her respondents’ spam folder. What steps can Divya take to help ensure that her surveys will reach her customers?


Divya’s concern is not an uncommon one. Here at Qualtrics, we take careful precautions to stay on the whitelists of all major email providers, but there are several steps you can take to help ensure your email’s deliverability. In this post, I’ll introduce two methods that can help keep your survey emails out of spam.


Using a Custom “From” Address


By default, Qualtrics surveys come from “noreply@qemailserver.com.” There is also a list of other default Qualtrics “from” addresses you can choose to use, but today I’ll teach you how to setup your account to send surveys from your own email address.


The easiest way to do this is to set up an Sender Policy Framework (SPF) record. SPF was created to prevent people from sending emails in someone else’s name without permission. An SPF record tells the server that the Qualtrics server has permission to send emails from a specified address, reducing the chance of your survey invitations being marked as spam. If you choose to set up an SPF record, Qualtrics will only send emails that you create when you schedule them to only the email addresses you specify, so you don’t need to worry about the security of your domain name.


Here’s how to setup an SPF record:


  1. Contact your IT department and ask the domain administrator to add the following entry:

Name: <whatever domain email is being sent from>

Type: TXT

Value (with quotes): “v=spf1 include:_spf.qualtrics.com ?all”


  1. Qualtrics will then verify that the SPF is setup correctly and assist you with any other necessary steps.


Here’s a handy graphic that explains how an SPF works:




If you have questions, you can find detailed instructions on how to setup an SPF on the Qualtrics University site. You can also contact Qualtrics Support for help, if needed.


Sending Survey Invitations From Your Own Server


Another way to improve the chance that your emails will make it to your respondents is by sending them through your own server. To do this, you need to set up an SMTP relay. In this method, after you send your surveys, the Qualtrics server sends the information to your organization’s server, which then distributes the emails to your respondents from your own IP range and email address.


Here’s how to setup an SMTP relay:


  1. Your IT department will need to whitelist the following IP Addresses:


  1. Your IT administrator will need to provide the following information to Qualtrics to finish setup:

Server Port – Required.

IP Address or Domain – Required.

Username – Usually required, depending on your server configuration. For security purposes we recommend having a separate username and password specifically for Qualtrics access.

Password – Usually required, depending on your server configuration.

Default “From” Address to be used on outgoing emails. If not specified, collaboration emails and email triggers may fail.  The “From” address will also be used to receive any bounce back messages.


Here’s a handy graphic that illustrates how SMTP works:




For more information on setting up an SMTP relay, check out our support pages or contact Qualtrics Support.