What Consumers Really Think About SMS Notifications

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Wish to hear one thing stunning? SMS turns 29 this 12 months. That’s proper: the primary SMS, which stated “Merry Christmas,” was despatched by Neil Papworth to his Vodafone colleague, Richard Jarvis, in December 1992.


What began as a pleasant, festive message, sparked a texting phenomenon. Nearly 30 years later, shoppers and companies depend on SMS, or quick message service, as a vital communication software.

On common, the open charge for textual content message advertising campaigns is 98% in comparison with 20% for electronic mail advertising campaigns. That is excellent news for companies investing in SMS advertising. However it’s vital to notice that an open charge doesn’t essentially imply engagement, significantly in case your SMS advertising efforts don’t align with what your prospects need.

That can assist you improve each open charges and engagement ranges, we surveyed 1,000 respondents to search out out what shoppers actually take into consideration SMS notifications from companies. On this submit, we share the within scoop from shoppers on which industries ship the “’finest” advertising messages, the ways in which companies annoy prospects with notifications, and the perfect frequency.

Soar all the way down to our infographic for the important takeaways about how shoppers actually really feel.

Which Industries Ship the Finest Advertising and marketing Textual content Messages?

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After we requested shoppers which industries despatched the “finest” advertising textual content messages, the findings revealed three industries that folks rank extremely in the case of SMS advertising finest practices. Greater than half (56%) of respondents ranked food-related industries extremely, with eating places coming in on prime, adopted intently by meals supply and groceries.

The passion for these industries extends throughout client habits as effectively: 47% of respondents who chosen the meals supply and groceries business stated they order takeaway a number of instances a month.

Right here’s extra meals for thought: when requested about spending priorities, 26% of respondents who chosen the meals supply and groceries business stated consuming out was their primary precedence. Examine that with 39% who stated the restaurant business was finest at sending advertising messages.

Key takeaway: Whether or not what you are promoting is massive or small, pay attention to the forms of SMS messages that work effectively in your business and different industries. Be sure that each message despatched has a objective and a tangible profit to the recipient. It’s doubtless that the meals supply and groceries business ranks extremely for these notifications as a result of they immediately tie to order or supply updates. These notifications seem much less intrusive and salesy which is sensible right here.

Prime 4 Methods Companies Annoy Customers with SMS Notifications

It seems that SMS notifications from companies can put shoppers off and there are 4 issues particularly that stand out. Right here’s the place companies can go improper:

  1. Sending notifications to shoppers who didn’t join them
  2. Not offering an opt-out choice within the notification
  3. Sending too many notifications
  4. Sending notifications which are too “spammy”

Should you largely serve an older viewers, be suggested that not signing up for an SMS notification is their primary gripe. 29% of respondents aged 65+ stated this aggravated them probably the most, adopted intently by 26% of people who find themselves aggravated when there is no such thing as a opt-out choice. However, spammy texts are the primary annoyance for 35% of Gen Z respondents (aged 18 to 24).

Key takeaway: You completely should have permission to ship customers textual content messages. Double-check your database to make sure that your viewers has opted-in for what you are promoting’s SMS notifications and all the time present a transparent opt-out choice. When contemplating textual content size, don’t really feel obligated to make use of all 160 characters or to ship a number of messages to get your level throughout.

Updates, Standing & Reminders: 3 Kinds of SMS Notifications Customers Like

The place is the textual content affirmation for my buy? When is my package deal arriving? These are widespread questions that buyers ask frequently, so it’s no shock that these are the forms of SMS notifications that they prefer to obtain from companies. Half of respondents (48%) stated updates on cargo monitoring for merchandise are how they like that companies keep in contact, and 44% prefer to obtain order affirmation and standing updates.

In case what you are promoting is seeking to launch loyalty or referral packages, it’s value contemplating one other channel: solely 12% of shoppers stated they prefer to obtain sign-ups for loyalty packages by way of SMS notifications. Solely 4% like notifications about referral packages for family and friends. For instance, think about push notifications.

Key takeaway: On the subject of SMS notifications, the findings reveal that almost all of shoppers are simply on the lookout for logistical messages, like appointment reminders, transport updates, and order confirmations. Nevertheless, this doesn’t imply that you just shouldn’t use SMS notifications for different advertising campaigns.

28% of Customers Need SMS Notifications Solely Throughout the Week

What do SMS notifications and baking have in widespread? Timing is without doubt one of the most vital elements for fulfillment. When requested when is the perfect time to obtain a advertising SMS notification, 28% of shoppers stated anytime through the week (Monday to Friday). Wanting particularly at time brackets, 20% stated between 10 a.m. and 1 p.m. on weekdays works finest.

Weekends aren’t off-limits however it’s actually not ideally suited for almost all of shoppers. Solely 8% stated they’re comfortable to obtain advertising SMS notifications anytime through the weekend. That is barely larger for Gen Z — 10% stated anytime through the weekend is sweet for notifications.

Key takeaway: Whereas these timings rely on industries, weekdays are perfect for most age teams and shoppers. We suggest that you just attempt sending advertising messages between 10 a.m. and 1 p.m., Monday to Friday, and monitor open charge and engagement. Modify accordingly and maybe attempt completely different message codecs like push or electronic mail through the weekend.

The Greatest Errors That Companies Make When it Involves SMS Notifications

We’ve touched on what annoys shoppers in the case of SMS notifications, however what are the three largest errors that companies make?

  • 37% stated sending unsolicited messages
  • 30% sending too many messages
  • 14% stated sending lengthy, spammy messages

Though sending unsolicited messages is the primary mistake, the consensus is that sending too many messages is simply as unhealthy — 30% of individuals from every age group stated that is the most important mistake that companies could make.

Key takeaway: Take a look at, check, and check some extra. As talked about above, make sure that shoppers have opted-in for advertising messages, and that these messages comprise belongings and content material that ship actual worth on your viewers.

Get the Message: 25% of Customers Say 1+ SMS Notification a Day is Too Many

Not solely do companies annoy shoppers with too many messages, however based on our survey, even two messages a day falls underneath the ”too many” umbrella, significantly for 25% of shoppers. For 18% of respondents, between two and 5 every day messages from companies is an excessive amount of.

For others, receiving a number of messages per week is considered as overkill: 21% stated multiple per week is extreme in comparison with 19% who stated greater than two to 5 messages per week is an excessive amount of. Youthful shoppers (aged 18 to 24) indicated that a number of messages a day or perhaps a week is an excessive amount of in comparison with older shoppers (65+) who discover multiple message a day extreme.

Key takeaway: Much less is extra. In case your advertising technique consists of sending a number of messages a day or per week, take a step again and study whether or not that is really the perfect plan of action. Based on our findings, shoppers need to hear from you — however companies ought to think about high quality over amount.

Whether or not your advertising technique consists of SMS notifications or push notifications or each, we all the time suggest aligning your technique with what your shoppers need. We hope these findings convey you one step nearer to an efficient and interesting SMS advertising technique. The place attainable, why not run your personal survey or research to learn the way your shoppers actually really feel about your SMS notifications? Till then, try our infographic that highlights the steps to assist shoppers get the message.


The survey was performed on YouGov Direct. 1,000 US adults 18+ have been surveyed on March 26, 2021 between 4:00 pm and seven:15 pm Jap time. Information is weighted on age, gender, schooling degree, political affiliation, and ethnicity to be nationally consultant of adults 18+ in the US. The margin of error is roughly 3.3% for the general pattern.

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