SMS Benchmarks for Pharmacy

SMS benchmarks give pharmacy teams practical insight into patient communication, refill reminders, and adherence support. This guide explores the core SMS metrics that reveal how pharmacies perform in real world messaging.

Average Response Rate

The average response rate in pharmacy is 25 to 35 percent, reflecting how often patients reply to SMS messages from their local or hospital pharmacy.

Response rate is the proportion of recipients who send a reply, calculated by dividing the number of responses by the total texts that are successfully delivered.

In pharmacy, this metric shows how well teams are connecting with patients about refills, pickup reminders, prior authorization updates, and clinical consultations.

Healthy response rates suggest that messages feel useful and well timed, which supports safer dispensing, clearer instructions, and better coordination with prescribers.

Average Opt-Out Rate

The average opt-out rate for pharmacies is typically between 0.3 and 0.7 percent, reflecting a generally stable audience for prescription and health related texts.

The opt-out rate shows what share of patients no longer wish to receive messages such as refill reminders or pickup notices.

It is calculated by dividing the number of STOP replies or similar unsubscribe actions by the total number of successfully delivered messages in a given period.

In pharmacy, this figure highlights how patients feel about the timing, frequency, and relevance of communications.

Keeping a low opt-out rate helps protect patient trust and supports reliable, compliant outreach across prescriptions and clinical services.

Average Click-Through Rate

The average click-through rate in pharmacy is 11–16% which shows how often patients and customers interact with links in text message campaigns.

Click-through rate is the percentage of delivered SMS messages that result in at least one tap on a tracked link.

To find it, divide total unique link clicks by the number of successfully delivered texts, then multiply by 100.

In pharmacy, click-through rate helps reveal whether people value content such as refill reminders, prescription updates, vaccination alerts, wellness tips, and loyalty offers, so teams can make sure their messaging strategy stays useful and timely.

Average Conversion Rate

The average conversion rate for pharmacy is 1.3–2.0%, reflecting how many people complete a chosen action after receiving an SMS update or reminder.

Conversion rate is calculated by taking the number of successful outcomes such as filled prescriptions, refills, or consultation bookings and dividing this figure by the total SMS messages delivered.

This metric matters in pharmacy because it shows how effectively communication supports medication adherence, stock management, and patient engagement.

By tracking conversion rate, pharmacies can make sure each message supports safer dispensing practices and more reliable continuity of care.

Average Delivery Rate

The average delivery rate for pharmacy is 98–99%, which shows that almost every SMS successfully reaches the patient device.

This high level of reliability supports prescription reminders, refill updates, pickup notifications, and clinical follow up messages.

Delivery rate is calculated by dividing the number of messages confirmed as delivered by the total messages sent, after removing texts that fail because of invalid numbers or carrier filtering.

In pharmacy, this metric is crucial because teams depend on timely SMS to reduce missed doses, coordinate medication access, support adherence, and make sure patients receive urgent safety or supply alerts.

Average Open Rate

The average open rate is 98%, which means patients almost always read text messages from pharmacy services.

Open rate describes the proportion of delivered texts that people actually view.

It is calculated by taking the number of opened texts, dividing by the number of successfully delivered texts, then multiplying that figure by 100.

In pharmacy, this metric matters because time sensitive messages about prescriptions, refills, and therapy instructions must be noticed quickly.

Very high open rates make sure patients receive important clinical details and service updates when they are most relevant.

Average Time to Read

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

Time to read describes how long it takes patients to open and look at a message once it has arrived on their phone.

It is calculated by tracking the time gap between delivery and first open across many texts, then averaging those intervals.

This metric matters in pharmacy because quick reading supports safe dispensing, refill reminders, clinical follow up, and urgent updates about shortages or substitutions.

When teams understand typical reading delays, they can time messages around dosing schedules and clinic hours to make sure patients stay informed and treatments stay on track.

Average Response Time

The average response time for pharmacy is 90 seconds, showing how quickly patients and customers usually respond after a text arrives.

Response time is the gap between when a message is delivered and when the first reply is sent.

It is calculated by averaging that time difference across every conversation over a given period.

In pharmacy, response time matters because many questions involve prescriptions, refills, and dosage guidance that affect health and safety.

Faster replies help staff follow up on clinical concerns, coordinate pickup or delivery, and make sure patients get timely information about their medications.

Average Bounce Rate

The average bounce rate for pharmacy is 1–2%, which means only a tiny fraction of SMS messages never reach their destination.

This pattern usually reflects clean patient data, reliable mobile networks and careful maintenance of contact lists.

Bounce rate is calculated by dividing undelivered texts by all messages sent, then multiplying by one hundred to get a percentage.

In pharmacy, this metric matters because dependable delivery supports refill reminders, pickup notifications and safety related updates.

When bounce rates stay consistently low, teams can make sure communication is timely, records remain accurate and everyday dispensing workflows stay predictable.

Why Are SMS Metrics Important?

Sms metrics play a vital role for businesses in pharmacy because they show how clearly and quickly patients receive essential information.

Whether confirming prescriptions, sharing dosage instructions, or sending refill reminders, strong sms performance helps make sure patients get what they need on time.

Delivery rate, open rate, and response rate reveal how attentive patients are, while click through and conversion rates show how often they follow through on actions like refilling medications or scheduling consultations.

By tracking these numbers, pharmacy teams can refine their messaging, support better adherence, and build lasting patient trust.

Overview of Pharmacy

The pharmacy sector relies on fast and accurate communication to support patient care, coordinate with prescribers, and manage inventory efficiently.

Customers expect quick access to information about their medications, along with clear updates that are easy to understand and act on.

Pharmacy teams also need channels that fit into busy workflows and reduce time spent on follow up conversations or repeated outreach.

SMS is highly valuable because it is immediate, widely accessible, and consistently achieves engagement rates above 90 percent.

It helps pharmacies deliver timely, reliable communication that supports safe dispensing, strengthens patient trust, and keeps daily operations running smoothly.

SMS Use Cases in Pharmacy

SMS gives the pharmacy a fast, reliable channel to reduce missed pickups, accelerate clinical communication, and boost adherence.

Texting cuts hold times and makes sure patients get timely notices about refills, insurance authorizations, and dosing changes.

Prescription pickup reminders send concise alerts with pickup windows, curbside options, and pharmacist contact to reduce no-shows.

Medication adherence texts deliver scheduled dosing prompts and brief check-ins that feed into pharmacy systems for targeted outreach.

Refill and prior authorization alerts notify patients when approvals arrive or documentation is needed, speeding coordination with prescribers and payers.

Delivery and courier coordination provides ETA updates, signature requests, and temperature handling notes to maintain chain of custody and patient safety.

FAQs About SMS Benchmarks for Pharmacy

How can pharmacies use SMS to support prescription refills?

Pharmacies can send refill reminders via SMS so patients do not forget important medications. These messages can also include simple confirmation options that let patients approve or modify their refill with minimal effort.

What role does SMS play in improving pharmacy patient communication?

SMS allows pharmacies to reach patients quickly with important updates like medication availability or pickup notifications. It also provides a convenient channel for patients to receive guidance without needing to wait on the phone.

How can pharmacies keep SMS messages compliant with privacy regulations?

Pharmacies should obtain clear consent before sending messages and avoid sharing sensitive health details in the text body. They can instead use SMS to notify patients that secure information is available through a protected portal or by phone.

What types of SMS messages are most helpful for pharmacy customers?

Patients find value in messages that provide refill alerts, pickup confirmations, and reminders about medication timing. Pharmacies can also send educational SMS content with simple tips on safe use and storage of common medicines.