SMS Benchmarks for Security Services

Security services teams rely on clear and timely messaging to keep clients informed and confident. In this blog we explore SMS benchmarks that highlight how effective communication supports safety and trust in this sector.

Average Response Rate

The average response rate in security services is 18 to 28 percent, reflecting how often clients reply to SMS messages from monitoring centers, patrol teams, or emergency support staff.

Response rate refers to the portion of delivered texts that receive a reply, calculated by dividing the number of client responses by the count of successfully sent messages.

In security services this metric highlights how clearly alerts, access notifications, and incident updates are getting through to tenants, employees, and site managers.

Healthy response rates signal that communication feels timely and relevant, supporting faster clarification of threats and more coordinated incident handling.

Average Opt-Out Rate

The average opt-out rate for security services is 0.4–0.8 percent, which is modest given the urgency and sensitivity of safety related messaging.

An opt-out rate represents the proportion of contacts who text STOP or otherwise unsubscribe from your SMS alerts during a given period.

It is calculated by dividing the number of opt-outs by the number of successfully delivered messages, then expressing that figure as a percentage.

In security services, tracking opt-out rate is vital because it reflects how clients experience incident alerts, access notifications, and patrol updates.

A consistently low opt-out rate suggests that messages remain timely, relevant, and respectful of recipient attention.

Average Click-Through Rate

The average click-through rate in security services is 10–15% and it reflects how frequently people engage with links inside SMS alerts and incident related updates.

CTR expresses the proportion of delivered texts that generate at least one tap on a monitored URL.

To calculate it, divide the number of tracked link clicks by the number of messages that were successfully delivered, then multiply that result by 100.

In security services, CTR highlights whether recipients find alerts, access instructions, or safety resources relevant, helping teams refine message timing and content so critical information is actually seen and used.

Average Conversion Rate

The average conversion rate for security services is 1.0–1.8%, reflecting how many people follow through after receiving an sms about monitoring, patrols, or alarm responses.

Conversion rate is calculated by dividing the number of completed outcomes such as signed contracts, scheduled site assessments, or upgraded protection plans by the total number of messages that successfully reach recipients.

This percentage is crucial in security services because it shows whether messaging truly supports faster incident response, better risk awareness, and stronger client trust in environments where threats and vulnerabilities constantly evolve.

Average Delivery Rate

The average delivery rate for security services is 98–99%. This indicates that nearly every text message reaches the device of the guard, dispatcher, or client as planned.

A delivery rate reflects the share of messages that successfully arrive compared to all texts sent in a given period.

It is calculated by dividing the number of delivered SMS by the total sent, excluding messages that fail because of invalid contacts or carrier filtering.

In security services, this metric matters because teams depend on reliable SMS for alarm notifications, patrol route updates, visitor access codes, incident reporting, and rapid coordination during emergencies.

Average Open Rate

The average open rate is 98%, which means text alerts in security services are almost always seen and read.

Open rate describes the portion of delivered text messages that recipients actually open and view.

It is calculated by taking the number of opened texts, dividing by the total number successfully delivered, then multiplying that result by 100 to express it as a percentage.

In security services this metric matters because incident alerts, access notifications, and verification codes must reach people in real time.

High open rates make sure critical security information is visible exactly when it is needed most.

Average Time to Read

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

Time to read describes the period between a text arriving on a device and a staff member or client opening it.

It is calculated by tracking delivery timestamps and first opens across large volumes of messages, then computing the overall average.

In security services this metric matters because delayed reading can slow responses to incidents, patrol adjustments, and alarm notifications.

It also influences how quickly teams coordinate shifts, verify visitor access, and react to emerging risks, helping operations stay alert and communications reliable.

Average Response Time

The average response time for security services is 90 seconds, showing how quickly most customers answer after an SMS reaches their phone.

Response time is the gap between when a text lands in the inbox and when the first reply is sent.

It is calculated by taking that time difference for every conversation, then finding the average across all replies.

This metric is crucial in security services because quick communication supports rapid incident verification and clearer situational awareness.

Faster responses help teams coordinate patrols, share alerts, and make sure assistance arrives when it is needed most.

Average Bounce Rate

The average bounce rate for security services is 1–2%

This tiny slice of undelivered SMS alerts hints at carefully maintained contact databases and reliable message pathways.

Bounce rate describes the share of text alerts that never reach their intended recipients, whether due to invalid numbers, network issues, or carrier filtering.

It is calculated by dividing undelivered SMS messages by the total sent, then converting that result into a percentage.

In security services, this metric matters because patrol alerts, incident updates, access notifications, and escalation messages depend on timely and accurate delivery.

Why Are SMS Metrics Important?

Sms metrics matter deeply for businesses in security services because they reveal how clearly and quickly important alerts reach clients.

Whether sending access codes, incident notifications, or guard arrival updates, strong sms performance helps make sure people receive and act on time sensitive information.

Delivery rate and open rate show if messages are actually getting through and being noticed when it counts most.

Response rate highlights how quickly clients or staff react in urgent situations.

Conversion and click through rates reveal how well messages prompt actions such as confirming patrols, updating contact details, or scheduling consultations.

Overview of Security Services

Security services depend on rapid, coordinated communication to protect people, property, and information.

Operations teams, field personnel, and clients expect fast updates, clear instructions, and reliable status visibility, often in high pressure or time sensitive situations.

Traditional channels can be too slow or fragmented, creating gaps that impact responsiveness and overall service quality.

SMS offers immediate delivery, near universal reach, and engagement rates that far exceed most other channels, making it a powerful fit for this environment.

By supporting quick, direct communication, SMS helps security services streamline workflows, reduce misunderstandings, and maintain consistent awareness across teams and stakeholders.

This contributes to stronger performance, higher client confidence, and more effective day to day operations.

SMS Use Cases in Security Services

SMS provides immediate, reliable alerts and two-way communication that help security services respond faster and keep stakeholders informed.

Its ubiquity and low friction make sure managers, guards, and clients receive time-sensitive updates when seconds matter.

Rapid alarm escalation via SMS delivers location, sensor type, and verification codes to technicians and clients to cut false alarms and speed dispatch.

Shift-change and guard check-in messages log time-stamped confirmations and missed checkpoints with GPS links for supervisor review.

Incident reporting via SMS lets guards and witnesses submit photos, short videos, and notes directly to case systems for faster investigations.

Visitor access and appointment SMS send one-time codes, arrival windows, and real-time entry updates to reduce gate delays.

FAQs About SMS Benchmarks for Security Services

How can security services use SMS to coordinate field teams effectively?

Security teams can use SMS to dispatch guards, confirm patrol routes, and share quick instructions without needing radio access. Short, clear text updates help reduce confusion and keep everyone aligned during active shifts.

Using group texts for specific sites or shifts also helps supervisors broadcast critical information to the right people at the right time. This keeps responses organized and avoids missed messages in busy environments.

What role does SMS play in incident reporting for security services?

Guards can send immediate SMS alerts when they spot suspicious activity, equipment issues, or safety hazards. This allows control rooms to react quickly and document the first notification time for each incident.

SMS can also be used to share follow-up actions, such as when law enforcement is called or when an area is cleared. This creates a simple communication trail that supports later review and training.

How can security services keep client communication professional when using SMS?

Security services should use clear language, avoid slang, and identify themselves in each message so clients know who is contacting them. Messages should focus on essential information, such as arrival times, site updates, and access confirmations.

It also helps to set expectations with clients about what types of updates they will receive by SMS. This makes communication feel organized and prevents clients from feeling overwhelmed.

What SMS practices help security services protect sensitive information?

Security services should avoid sending detailed personal or confidential data in plain text and keep messages focused on operational basics. Any message that references sensitive topics should be written carefully so that it is still useful if seen by unintended recipients.

Using codes or brief references for locations and clients can add another layer of discretion. Staff training on what should and should not be shared by SMS is crucial to maintaining privacy and trust.