Quick Answer: SMS is faster and more effective for review requests with a 98% open rate and responses within 90 seconds. Email, while slower, offers more flexibility for detailed and branded messages.
Key Insights:
- SMS Advantages:
- Open rate: 98%
- Response time: 90 seconds
- Click-through rate: 36%
- Spam rate: 3%
- Email Advantages:
- Rich media support (HTML, images, etc.)
- Unlimited character length
- Best for detailed or less urgent requests
Quick Comparison:
| Feature | SMS | |
|---|---|---|
| Open Rate | 98% | 20% |
| Response Time | 90 seconds | 90 minutes |
| Click-Through Rate | 36% | 2.5% |
| Spam Rate | 3% | 85% |
| Cost | $0.05–$0.15/message | $9–$1,000/month |
Takeaway: SMS is ideal for quick, mobile-first feedback, while email works better for detailed follow-ups. Combining both channels can maximize review collection.
Why Text Messaging Works Better Than E-mail ft. Chris Brisson
SMS and Email Review Request Basics
SMS and email review requests work differently but are both effective ways to engage customers and gather feedback.
SMS Review Request Process
SMS review requests rely on text messages, boasting an impressive 98% open rate and quick responses. To make the most of SMS, keep messages short and include:
- A personalized greeting
- A clear request for a review
- A direct link to leave the review
- Opt-out instructions as required by U.S. regulations
VisiHero’s SMS automation system ensures compliance with TCPA regulations. It smartly schedules messages to be sent 24-48 hours after customer interactions, keeping the request timely and relevant.
Email Review Request Process
Email review requests offer more flexibility in design. You can use rich HTML formatting, include links to review platforms, add transaction details, and showcase branded visuals. VisiHero’s customizable email templates also track delivery, open rates, and click-throughs, making it easier to follow up with customers.
Here’s a quick comparison of the two channels:
| Feature | SMS | |
|---|---|---|
| Average Open Rate | 98% | Lower than SMS |
| Format Options | Text only | HTML, images, buttons |
| Character Limit | 160 characters | No limit |
| Delivery Speed | Instant | Varies |
VisiHero combines both channels into a multi-channel strategy, helping you collect more reviews while respecting customer preferences.
Performance Metrics
To make smart decisions about review request channels, it’s important to understand performance metrics. Recent data highlights some striking differences in how SMS and email perform in the U.S. market.
Response Rate Comparison
Here’s how SMS and email stack up when it comes to key metrics:
| Metric | SMS | |
|---|---|---|
| Open Rate | 98% | 20% |
| Click-Through Rate | 36% | 2.5% |
| Response Rate | 45% | 6% |
| Average Response Time | 90 seconds | 90 minutes |
| Conversion Rate | 29% | 15.22% |
| Spam Rate | 3% | 85% |
With an open rate of 98% – five times higher than email – SMS grabs attention quickly, leading to faster and more frequent engagement. The low spam rate of SMS (3% compared to email’s 85%) ensures messages actually reach their audience, making it a reliable choice for review requests.
U.S. Customer Response Patterns
In the U.S., consumers respond to review requests in unique ways. SMS prompts an average response time of just 90 seconds, making it ideal for businesses that need quick feedback. This immediacy is especially valuable for service-oriented industries.
With higher response and conversion rates, SMS is a strong option for time-sensitive review collection. On the other hand, email works better for more detailed or less urgent reviews, offering a different kind of flexibility for businesses.
Choosing the Right Channel
Deciding whether to use SMS or email for review requests depends on your business type and compliance with U.S. legal standards. Here’s how to make the right choice.
Matching Channels to Business Needs
Tailoring your approach based on your business type can improve the success of your review collection efforts.
| Business Type | Recommended Channel | Why It Works |
|---|---|---|
| Restaurants & Food Delivery | SMS Primary | SMS gets immediate feedback after dining. |
| Professional Services | Email Primary | Email allows for more in-depth responses. |
| Retail Stores | SMS + Email | SMS works for in-store; email suits online orders. |
| Home Services | SMS Primary | SMS has a high open rate of 98%. |
Staying Compliant with U.S. Legal Standards
Choosing the right channel isn’t just about business needs – it’s also about following U.S. laws like the Telephone Consumer Protection Act (TCPA) and CAN-SPAM Act.
SMS Legal Guidelines:
- Get express written consent before sending SMS requests.
- Only send messages between 8 AM and 9 PM local time.
- Include clear opt-out instructions in every message.
- Keep records of customer consent.
"Every business that wants to communicate with customers via promotional messages must acquire express written consent. This is part of the Telephone Consumer Protection Act (TCPA) requirements." – Elene Alti, CMO of Grupo Salinas
Penalties for Non-Compliance:
- TCPA violations: $500 to $1,500 per message.
- CAN-SPAM violations: Fines up to $46,517 per violation.
- Risk of SMS program shutdown by CTIA.
To balance compliance and response rates, automate your review requests. Ensure every message includes your business name, message frequency details, terms and conditions, and opt-out instructions.
While 81% of small businesses use email marketing, only 39% use SMS marketing. This gap offers a chance to stand out – just make sure to follow all legal requirements.
sbb-itb-0a038f8
SMS and Email: Pros and Cons
Looking at the strengths and weaknesses of SMS and email reveals some important differences between these two communication channels.
SMS stands out for its high visibility and quick response times. With an average response time of just 90 seconds, SMS is perfect for capturing feedback while the experience is still fresh. On the other hand, email offers more flexibility, allowing businesses to include detailed context, multiple review options, and branded visuals. Even with a lower open rate of 20%, email delivers a stronger return on investment – $42 for every $1 spent compared to SMS’s $10 per $1.
Feature Comparison Table
Here’s a breakdown of how SMS and email compare across key metrics and features:
| Feature | SMS | Effect on Review Outcomes | |
|---|---|---|---|
| Open Rate | 98% | 20% | Higher visibility increases the likelihood of reviews |
| Response Time | 90 seconds | 90 minutes | Faster responses capture feedback while it’s fresh |
| Conversion Rate | 29% | 15.22% | Higher conversion rates lead to more completed reviews |
| Character Limit | 160 characters | Unlimited | Impacts detail and context in requests |
| Visual Elements | Text only | Rich media support | Enhances engagement and brand recognition |
| Daily Messages Received | 67 | 121 | SMS faces less competition for attention |
| Spam Rate | 3% | 85% | Lower spam rates improve deliverability |
| Cost Structure | $0.05–$0.15 per message | $9–$1,000 monthly | Affects the scalability of review campaigns |
SMS consistently delivers better engagement. For example, 86% of small businesses report higher engagement with SMS. However, its 160-character limit requires concise messaging. Meanwhile, email allows for more detailed communication and creative flexibility, making it ideal for review requests that benefit from visuals or additional context.
Key Metrics to Consider
When planning your review request strategy, keep these engagement metrics in mind:
- Click-through rates: SMS averages 36%, compared to email’s 2.5%.
- Message volume: SMS users receive just 67 messages daily, while email users face 121.
- Personalization and testing: Email offers more options for A/B testing and tailored messaging.
Choosing the Right Approach
SMS is ideal for quick, time-sensitive feedback requests, while email works better for detailed follow-ups that require visuals or additional context. These channels work best together. Many businesses use SMS to gather immediate feedback and follow up with email for more in-depth reviews or when branding elements are needed.
This hybrid approach balances the strengths of both channels, ensuring your review request strategy aligns with customer behavior and your business goals.
Improving Response Rates
Boost response rates by blending the strengths of SMS and email. Focus on strategic timing, personalized messages, and clear communication. These methods build on the earlier comparisons of SMS and email to make your review collection even more effective.
VisiHero Review Request Tools
Here’s what makes VisiHero’s tools stand out:
| Feature | Functionality | Impact |
|---|---|---|
| Smart Timing | Sends requests during peak engagement hours | Targets evenings or late afternoons for better open rates |
| Multi-Channel Automation | Coordinates SMS and email sequences | Maintains consistent communication without overwhelming customers |
| Customizable Templates | Offers pre-built templates with personalization options | Enables quick delivery of professional, tailored messages |
| Response Analytics | Tracks engagement metrics across channels | Identifies the most effective methods for requesting reviews |
These features provide a solid foundation, but tailoring your approach to U.S. consumers can take your results even further.
U.S. Market Success Tips
American consumers respond well to timely, personalized, and respectful review requests. In fact, 90% of SMS messages are read within three minutes of being received.
Channel-Specific Approaches
For SMS:
- Keep messages concise (under 160 characters).
- Include direct links to review platforms.
- Use a professional yet conversational tone.
- Send messages immediately after a transaction for better engagement.
For Email:
- Add brand visuals and consistent design elements.
- Offer multiple review platform options for convenience.
- Provide transaction context for relevance.
- Follow up 2-3 days later if no response is received.
Make It Easy to Engage
VisiHero’s QR codes and trackable links simplify the process, especially on mobile devices. By reducing friction, customers can quickly and conveniently share their feedback. This small step can make a big difference in response rates.
Conclusion
Data reveals that SMS significantly outperforms email for review requests, boasting a 98% open rate compared to email’s 20%. Additionally, most SMS messages are read within minutes, making it a powerful tool for gathering timely feedback.
This gap in performance highlights a major opportunity for businesses. While 81% of small businesses rely on email as their primary acquisition tool, only 39% have ventured into SMS marketing. This leaves room to engage with customers more effectively in a less saturated channel.
VisiHero’s multi-channel system takes advantage of SMS’s immediacy and email’s ability to deliver rich, detailed content. By combining both, businesses can capture quick feedback through SMS while using email for more in-depth follow-ups – a balanced approach that aligns with the strategies discussed earlier.
"SMS messaging is more personal and urgent, making it an excellent choice to supplement or improve your review requests emails."
SMS works best for immediate, mobile-first responses, while email is ideal for requests that require detailed explanations or visual elements. Using both channels together allows businesses to play to their strengths while respecting customer preferences. Considering that 57% of local searches come from mobile devices, incorporating SMS into your strategy can be crucial for gathering timely feedback. The key lies in choosing the right channel based on your business goals and customer behavior, ensuring your review collection efforts are as effective as possible.
FAQs
How can businesses use SMS and email together to collect more customer reviews effectively?
Combining SMS and email for review requests can help businesses maximize their reach and engagement. SMS is ideal for quick, immediate communication, often resulting in higher open and response rates. On the other hand, email allows for more detailed messaging and is better suited for customers who prefer less intrusive communication.
To create an effective strategy, use SMS for time-sensitive requests, such as immediately after a purchase or service, and email for follow-ups or more personalized messages. For example, send an SMS with a direct link to leave a review, followed by an email reminding the customer to share their feedback if they haven’t responded. This multi-channel approach ensures you reach customers in the way they prefer, increasing the chances of collecting valuable reviews.
What legal requirements should U.S. businesses follow when sending SMS requests for customer reviews?
Businesses in the U.S. must ensure they have prior consent from customers before sending SMS review requests. This is mandated by the Telephone Consumer Protection Act (TCPA), which protects consumers from unsolicited messages.
To comply, businesses should:
- Clearly inform customers about how their phone numbers will be used.
- Obtain explicit permission, such as through an opt-in process.
- Provide an easy way for customers to opt out of receiving messages.
Failing to follow these guidelines can result in legal penalties, so it’s essential to prioritize transparency and respect customer preferences.
Why is SMS often more effective than email for requesting customer reviews?
SMS is often more effective because text messages are typically read within minutes, while emails can sit unopened in inboxes for hours or even days. This immediacy makes SMS an excellent choice for time-sensitive review requests.
Additionally, SMS messages tend to have higher open and engagement rates compared to email, which increases the likelihood of customers responding to your request. By leveraging SMS, businesses can connect with customers quickly and effectively, ensuring their feedback is captured while the experience is still fresh.