SMS Benchmarks for Utilities

Utilities providers rely on clear timely SMS communication to keep customers informed about service updates and billing. Here we explore core SMS benchmarks for Utilities and how they reflect changing expectations in this essential sector.

The following stats come from analyzing 195 engaged contacts.

Average Response Rate

The average response rate in utilities is 75.11%, reflecting how often customers reply to SMS messages about service, billing, and outage information.

Response rate shows the proportion of delivered texts that receive a reply, calculated by dividing total responses by successfully sent messages. In utilities, this metric signals whether account holders are staying engaged with critical notices, from payment reminders to planned maintenance.

Strong response levels usually indicate that timing, wording, and channel all align with customer expectations, so teams can coordinate field operations more smoothly and keep information flowing during both routine updates and unexpected disruptions.

Average Opt-Out Rate

The average opt-out rate for utilities is 0.31 percent, which is relatively modest for an essential service that reaches customers frequently.

The opt-out rate shows the percentage of subscribers who text STOP or otherwise remove their consent to receive SMS messages from a utility provider.

It is calculated by taking the number of opt-outs over a given period and dividing that by the total number of successfully delivered messages.

In utilities, this metric is important because it reflects how customers feel about outage alerts, billing reminders, safety notices, and usage tips.

A healthy opt-out rate signals useful, respectful communication that supports reliable, ongoing customer relationships.

Average Click-Through Rate

The average click-through rate in utilities is 13–22% and reveals how often customers engage with links included in SMS notifications and updates.

Click-through rate is the proportion of delivered messages that generate at least one tap on a tracked link.

To work it out, divide the number of link clicks by the number of successfully delivered texts, then multiply by 100.

In utilities, this metric shows whether customers find messages useful for tasks like viewing usage, checking outage information, updating payment details, or reviewing new plans, helping teams make sure communication stays relevant.

Average Conversion Rate

The average conversion rate for utilities is 14–22%, reflecting how many people complete a specific outcome after receiving a text message from a provider.

Conversion rate in utilities is calculated by taking the number of successful actions such as bill payments, plan changes, or outage report confirmations and dividing that by the total number of messages delivered.

This percentage reveals how effectively messaging supports billing clarity, service updates, and customer engagement in utilities.

By tracking conversion rate, utilities can make sure each text supports reliable communication, smoother operations, and stronger long term customer relationships.

Average Delivery Rate

The average delivery rate for utilities is 98–99%, reflecting that almost all outbound SMS actually arrive on customers devices as intended.

This level of reliability supports consistent communication for outage notices, meter readings, appointment reminders, payment confirmations, and safety alerts, helping operations stay predictable and transparent.

Delivery rate is calculated by taking the number of messages confirmed as delivered and dividing it by all texts sent, excluding those that fail due to invalid numbers or carrier filtering.

In utilities, this metric matters because customers and field teams depend on prompt, accurate SMS updates to make sure service issues are understood and resolved quickly.

Average Open Rate

The average open rate is 98%, which means customers in utilities almost always read the text messages they receive from their providers.

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

To calculate it, you divide the count of opened messages by the number of successfully delivered messages, then multiply that result by 100.

For utilities, this metric matters because important notices like outage alerts, service restoration updates, and billing reminders must be seen quickly.

High open rates make sure customers get time sensitive information right when they need it.

Average Time to Read

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

Time to read describes the typical delay between when a notification lands on a customers phone and when they first open it.

It is calculated by tracking the time gap between delivery and first view across many alerts and then averaging those gaps.

In utilities this metric highlights how quickly customers see outage warnings, restoration updates, billing notices, safety messages, and usage tips.

Fast reading times help teams respond in sync with customer behavior and make sure operational messages reach people when they are most useful.

Average Response Time

The average response time for utilities is 90 seconds, showing how quickly customers typically text back once a message reaches their phone.

Response time is the period between a delivered text and the first reply, calculated by taking the average of this gap across all customer conversations.

It matters in utilities because quicker replies help schedule service visits, confirm outage updates, and clarify billing questions before issues escalate.

A shorter response time signals that customers pay attention to SMS, which helps teams coordinate field work and make sure essential services stay reliable.

Average Bounce Rate

The average bounce rate for utilities is 1–2%, which signals that only a tiny portion of customer SMS traffic fails to arrive as intended.

This low share usually points to reliable databases and consistently healthy connections with mobile networks.

Bounce rate is calculated by taking the number of undelivered text messages, dividing it by the total volume sent, then converting that result into a percentage.

In utilities, this metric matters because billing alerts, outage notices, and usage updates depend on messages reaching the right customers.

Keeping bounce rates down helps contact lists stay accurate so everyday service communication remains dependable.

Average Messages per Conversation

Utilities businesses see an average of 3.6 messages per conversation, which signals high engagement.

This metric captures how many total messages are exchanged in a single customer thread.

It is calculated by taking the full count of messages in a channel and dividing it by the number of separate conversations.

In utilities, a higher average often reflects ongoing discussions about service issues, billing questions, or outage updates.

Tracking this depth of interaction helps teams spot friction points, refine their scripts, and make sure communication stays clear, timely, and customer focused.

Overview of Utilities

The utilities sector depends on precise and dependable communication to manage critical infrastructure and meet public expectations.

Customers anticipate quick updates and clear information, especially when service reliability and safety are involved.

Traditional channels can be slow or easily missed, which creates frustration and operational strain.

SMS offers near universal reach, immediate delivery, and engagement rates above 90 percent, making it highly effective for time sensitive communication.

It supports rapid two way interactions between providers and customers, helping reduce bottlenecks and communication gaps.

By integrating SMS into communication strategies, utilities can make sure information flows consistently, protect service quality, and strengthen overall customer trust.

SMS Use Cases in Utilities

SMS gives utilities immediate, trackable outreach that speeds field coordination and builds customer confidence.

Text messaging supports urgent notifications and two-way updates between dispatch, technicians, and customers.

Outage alerts send precise service interruption notices, restoration ETAs, and safety steps while cutting call center volume.

Maintenance reminders and appointment confirmations streamline access for meter reads, inspections, and scheduled repairs.

Billing alerts and payment links reduce delinquencies and give customers quick receipts and dispute records.

Field crew messages with assignment details, mapping links, and parts requests improve dispatch accuracy and shorten response times.

FAQs About SMS Benchmarks for Utilities

How can utilities use SMS to support outage communication?

Utilities can send SMS alerts to notify customers about outages, expected restoration times, and safety guidance. This helps reduce inbound calls and gives customers clear next steps while crews work on repairs.

What role does SMS play in utility customer service?

SMS lets utilities provide quick answers to common questions like billing dates, payment confirmations, and service appointments. Customers can get help without needing to call, which makes support more convenient and accessible.

How can utilities use SMS to promote digital self-service options?

Utilities can text links to online portals where customers can manage payments, update contact details, or submit meter readings. This approach encourages self-service while still giving customers an easy channel to receive guidance.

How does SMS help utilities keep customers informed about planned maintenance?

Utilities can send SMS reminders before scheduled maintenance so customers know when brief interruptions might occur. Clear, early notice helps people plan ahead and reduces frustration during necessary work on the network.