According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting from a simple communication tool to a vital component in engaging audiences and driving meaningful interactions.
“From promotional offers to providing customer support, customers now prefer SMS for its speed, delivery, and convenience above all other forms of communication, including social and email. Businesses that react to this trend will find themselves with positive customer engagement, and those that don’t are at risk of missing customer needs. Texting is no longer just a nice-to-have, it is now a must-have communication channel,” said Punit Shah, co-founder and chief marketing officer.
The report emphasises that consumer dependence on SMS for various business functions—such as appointment reminders, promotional updates, and customer support—continues to rise. Notably, 86% of consumers now opt for business texts, marking a 20% increase since 2021.
This growth in subscriptions correlates with higher purchasing behaviour, as 79% of consumers are more likely to buy from a brand when they are subscribed to its text messages, a 21% increase from 2024. Moreover, 52% of consumers report texting businesses more frequently, showing a 31% rise from the previous year.
Driver of consumer action and loyalty
The report reveals that SMS is a primary channel for consumer brand interaction. As many as 71% of consumers subscribe to business texts without making a prior purchase, highlighting a proactive approach to brand engagement.
Additionally, 47% of consumers share feedback through SMS, up from 35% in 2024, signifying growing trust in SMS as a feedback mechanism. Overall, 63% of consumers text more frequently, with a notable increase in those texting businesses, up from 31% in 2023 to 52% in 2025.
The demand for personalisation
There has also been a rise in consumer expectations around responsiveness. The report shows that 57% of consumers expect businesses to respond to their texts within 15 minutes. This demand for quick responses reflects the need for immediacy in customer service.
Furthermore, 67% of consumers express heightened interest in products after receiving a text, a 21% increase from 2024, demonstrating the effectiveness of timely, personalized communication. 49% of consumers report purchasing more often after receiving texts, emphasising the role of SMS in driving immediate buying decisions.