When you select a custom font for your email survey, some email clients may replace it with a fallback font. This is expected behavior in certain cases.
Why this happens
Limited font support: Many popular email clients (like Gmail in the browser or mobile apps) do not load custom web fonts at all, and instead use their own default fonts.
Security and performance rules: Some clients block external font files for security or to improve loading speed.
CSS changes by email clients: Email services may strip or rewrite the code that loads your font.
Outlook limitations: Most versions of Outlook (especially desktop) almost never load external web fonts, always falling back to system fonts.
What to expect
Custom brand fonts (e.g., Montserrat, Open Sans) will not display in Gmail, Outlook desktop, and many mobile clients (or supported in rare cases like Apple Mail).
Fallback fonts will appear in Gmail, Outlook, and other clients that don’t support web fonts.
Different environment in browser view: When a survey is opened in a new browser tab, it loads in a normal web environment where fonts can be fetched, unlike inside an email client, which often blocks them.
Best practice for your survey
Use a font that is most likely to be displayed consistently in all email clients, such as:
Arial
Arial Black
Courier New
Georgia
Impact
Times New Roman
Trebuchet MS
Verdana