SMS Benchmarks for Food Delivery

Food delivery brands rely on timely SMS communication to keep customers informed and engaged throughout every order experience. Understanding key SMS benchmarks helps teams refine messaging, reduce friction, and better support evolving customer expectations in this fast changing space.

Average Response Rate

The average response rate in food delivery is around 28–38 percent, reflecting how often customers reply to SMS about their orders, substitutions, or delivery timing.

This level of engagement signals that messages feel relevant, timely, and worth responding to, which supports smoother coordination between customers, couriers, and support teams.

Response rate refers to the proportion of recipients who send a reply after receiving a text. It is calculated by dividing the number of responses by the total messages successfully delivered, then expressing the result as a percentage.

In the food delivery industry, tracking this metric helps teams understand how clearly they communicate, how well they resolve last minute changes, and how reliably customers stay informed about their meals in transit.

Average Opt-Out Rate

The average opt-out rate for food delivery is around 0.5 to 1.2 percent, which is modest given the frequency of messages customers receive.

The opt-out rate shows the portion of subscribers who reply STOP or otherwise unsubscribe from your SMS list.

It is calculated by taking the number of opt-outs and dividing it by the number of messages that were successfully delivered.

In the food delivery industry, this value highlights whether order alerts, promo codes, and delivery updates feel useful or overwhelming.

Keeping an eye on opt-out rate helps brands fine tune message timing and content so communication stays relevant without becoming intrusive.

Average Click-Through Rate

The average click-through rate in food delivery is 10–16 percent and reflects how frequently customers interact with links inside SMS updates and promotions.

Click-through rate shows the portion of successfully delivered texts that result in at least one tap on a tracked URL.

To calculate it, divide the total number of link clicks by the total number of messages delivered, then multiply by 100.

In food delivery, this metric reveals whether diners consider content useful for actions such as checking menus, customizing orders, tracking drivers, or using promo codes, which helps guide better communication choices.

Average Conversion Rate

The average conversion rate for food delivery is 1.5–2.5%, reflecting how many people complete a key action after engaging with a message or campaign.

Conversion rate describes the share of users who finish a specific outcome such as placing an order, subscribing to offers, or reordering after receiving a message.

It is calculated by dividing the number of completed outcomes by the total number of messages or visits, then multiplying by 100 to get a percentage.

In food delivery, tracking this figure is crucial because it reveals how well communication turns interest into real orders, supports repeat usage, and informs smarter menu and promotion decisions.

Average Delivery Rate

The average delivery rate for food delivery is 98–99%, which means that almost every text update reaches the customer as planned.

This shows that restaurants and courier platforms can rely on SMS to keep diners informed about orders, substitutions, and arrival times.

Delivery rate is found by dividing all messages that are successfully delivered by the total number of texts sent, removing any that fail because of invalid contacts or carrier filters.

In food delivery, this metric is crucial because customers depend on accurate SMS for order confirmations, driver tracking links, delay notices, and support conversations.

Average Open Rate

The average open rate is 98%, which shows that customers almost always read texts from food delivery services.

This means nearly every message about orders, delivery times, or menu updates is actually seen.

Open rate describes the percentage of delivered texts that people choose to open.

It is calculated by taking the number of opened messages, dividing it by the number of successfully delivered texts, then multiplying the result by 100.

In food delivery, a strong open rate is crucial because customers depend on timely updates about order confirmation, substitutions, and arrival times, which helps make sure the experience stays smooth and predictable.

Average Time to Read

The average time to read an SMS in food delivery is 3 minutes.

Time to read describes how long it takes customers to open and view a text after it lands on their device.

It is calculated by tracking the interval between successful delivery and the first open across many individual messages, then averaging those results.

This measure is crucial in food delivery because reading delays can affect driver dispatch, order substitutions, address clarifications, and pickup timing.

When operators understand this timing, they can fine tune notifications so customers stay aligned with real time updates and fresh food arrives when expected.

Average Response Time

The average response time for food delivery is 90 seconds, which shows how quickly customers usually answer after they receive a text from a restaurant or courier.

Response time describes the gap between the moment a text is delivered and the moment the first reply is sent.

It is calculated by adding up these time gaps across many conversations and dividing by the total number of replies.

In food delivery this metric matters because faster replies help coordinate pickups, adapt to last minute changes, and make sure orders arrive fresh and on time.

Average Bounce Rate

The average bounce rate is 1–2 percent, which signals that only a very small portion of sms notifications in food delivery never reach customers.

This tiny share hints at reliable data handling and strong delivery routes for order updates.

Bounce rate is calculated by dividing all undelivered messages by the full number of texts sent, then converting that ratio into a percentage.

In food delivery this metric matters because on time texts guide every step of the journey from order confirmation to courier arrival and issue alerts.

A low and stable bounce rate supports clean contact databases so order coordination and customer communication stay dependable.

Why Are SMS Metrics Important?

Sms metrics matter a lot for businesses in food delivery because they show how clear and reliable their messages really are.

Customers depend on fast texts for order confirmations, courier updates, and arrival times, so strong sms performance keeps them informed and relaxed.

Stats like delivery rate, open rate, and response rate reveal how closely customers are paying attention to those updates.

Conversion rate and click through rate help teams see which messages actually lead to completed orders, upsells, or reorders.

By tracking these metrics, food delivery brands can refine their timing, wording, and offers to make sure every text supports a smoother ordering experience.

Overview of Food Delivery

The food delivery sector relies on rapid communication to coordinate orders, manage expectations, and keep customers informed at every stage.

Customers anticipate real time updates, clear status visibility, and quick responses when something changes or goes wrong.

Staff also depend on accurate, immediate information to keep kitchens, couriers, and customer support aligned.

SMS meets these expectations through instant delivery, near universal reach, and engagement rates that far exceed most other channels.

Messages are typically opened within minutes, which supports faster decision making and smoother operations.

By using SMS as a core communication tool, food delivery businesses maintain efficiency, reduce confusion, and create a more reliable customer experience.

SMS Use Cases in Food Delivery

SMS provides direct, immediate communication that reduces uncertainty and keeps customers informed throughout the ordering process.

This reliability helps food delivery operations improve on-time performance, lower support volume, and build repeat business.

Send concise order confirmations with estimated pickup or arrival windows to make sure customers know when to expect their meal.

Push driver assignment and live ETAs so restaurants and customers can coordinate handoffs and reduce wait times.

Automate short support replies for missing items or delays, and send targeted special offers post-delivery to drive repeat orders.

Alert kitchen and pickup staff of incoming drivers and last-minute changes to make sure handoffs stay smooth during peak periods.

FAQs About SMS Benchmarks for Food Delivery

How can food delivery services use SMS to improve the ordering experience?

SMS can simplify the ordering process by sending quick order confirmations and clear delivery timelines. Customers feel more confident when they receive immediate text updates about their purchase.

It also helps reduce confusion by providing a written record of order details and special instructions. This makes it easier for both customers and drivers to avoid mistakes.

What role does SMS play in keeping customers informed during delivery?

SMS is ideal for real-time notifications such as when the order is being prepared, picked up, and is on the way. Customers do not need to open an app to stay updated.

It also allows drivers to text customers if they have trouble finding the address or need gate codes. This direct communication helps prevent delays and missed deliveries.

How can food delivery businesses use SMS to enhance customer support?

SMS gives customers a quick way to reach support when something goes wrong with an order. They can describe issues without waiting on hold or navigating complex menus.

Support teams can reply with solutions, such as adjustments or reorders, directly in the text thread. This keeps the interaction simple and convenient for busy customers.

What are some effective ways to personalize SMS messages for food delivery customers?

Food delivery businesses can reference past orders in texts to recommend dishes customers are likely to enjoy. This makes the communication feel tailored rather than generic.

They can also use the customer name and preferred delivery times in messages. This level of personalization helps build loyalty and a stronger connection with the brand.