Texting isn’t dead, but it’s not being used properly either.
In March 2025, we asked 1,800 U.S. consumers via Pollfish how they feel about business SMS. What we learned took us by surprise: 53% of respondents have been ignored by a business after reaching out via text, and nearly 70% have blocked a business number entirely.
If you’re using SMS to talk to your customers, and most businesses are, these stats will make you think twice before sending your third promo of the week.
Our article breaks down the top findings from our 2025 consumer texting survey, including what breaks trust, what drives value, and what businesses need to change to get SMS right. Let’s dive in.
Key takeaways
The problem with texting in 2025 isn’t that it’s becoming obsolete because other channels are more accessible now. It’s that businesses don’t yet understand what their customers want to receive. And we’ve got the stats to prove it:
- 9 out of 10 consumers still read SMS. Only 8% ignore it.
- 55% feel neutral to excited when receiving a business text.
- 70% have blocked a business number in the past.
- 53% say they didn’t get a reply after texting a business.
- 89% find at least one type of business SMS valuable.
- The most valuable SMS types are reminders and shipping updates.
- But the most remembered SMS types are promos and scams.
- Nearly half say slang and emojis feel unprofessional and ‘cringeworthy’.
Up next, we’ll elaborate more on what stood out in respondents’ thoughts on business texting trends and what they mean for your 2025 SMS strategy.
Consumers still read texts, but their trust is fragile
Our numbers show that only 1 out of 10 users will ignore your text. That’s lower than email, social media, and phone calls. So, what’s killing your engagement?
The answer is simple: most businesses haven’t yet earned enough customer trust. When asked what raises red flags to them when they receive an SMS, here’s what they said:
- Requests for personal information (52%)
- Strange or unknown sender numbers (47%)
- Suspicious links in the SMS body (49%)
- Poor grammar or formatting (48%)
- Message overload in a short timeframe (27%)
These are all signs of unverified, non-compliant messaging.
Thus, implementing proper opt-in processes and using a verified 10DLC or toll-free number isn’t just a compliance checkbox.
It’s a marker of trust, as both give you carrier-level legitimacy and reduce the chance your messages will be marked as spam. Customers are more likely to engage with verified senders, earning you their respect in the long run.
Compliance is the key
Discover how you can verify your 10DLC or toll-free number with Textmagic in a few easy steps.
Being unresponsive is killing customer trust
You wouldn’t ignore a customer standing at your counter. So why ignore a customer who texts you? And yet:
- 53% of respondents have texted a business and got no reply.
- 42% have felt ghosted by a brand entirely.
That silence can feel like neglect, and it’s hurting your brand’s credibility.
💬 Tools like shared inboxes, team-based reply management, and SMS ticketing systems like those offered by Textmagic can help ensure that every message receives a response and that nobody feels left out of the conversation
When personalization goes too far
47% of consumers said that texts with slang or emojis feel unprofessional. That’s nearly half. Younger users sometimes tolerate a more casual approach and might even respond to it, but too much customization simply doesn’t work across the board.
Why does this happen? In theory, your audience should love it when you send them messages that feel personal. The answer is simple: you’re not actually personalizing SMS by doing this. If people don’t want to see it, you shouldn’t do it.
Instead, the SMS you send should feel human, not forced. They should reflect your brand voice and meet customer expectations. And you can only achieve that by sending customers the messages they want to read.
🤖 Consider using Point AI to generate accurate responses directly from the guidelines you upload. This will help you deliver more accurate answers without leaving the Textmagic Messenger interface.
What do your customers really want to read?
And speaking of the messages your customers want to read, when we asked respondents to name the most valuable SMS, three categories led the pack:
- Appointment reminders (31%)
- Shipping confirmations & updates (28%)
- Discount offers (22%)
But, interestingly, when we asked them what they remembered receiving the most from business numbers, promotions and spam messages topped the list.
Once again, there’s a clear disconnect between what businesses send and what customers want. This mismatch highlights a key truth: what’s sent the most isn’t always what provides value.
✅ To stay relevant, businesses need to use segmentation, personalization, and message timing to make sure customers receive what they actually care about
Conclusion & recommendations
Texting is still one of the highest-engagement channels available to businesses today. And, when done right, it can also be one of the most trustworthy. But in 2025 and beyond, earning that trust will require a strategy that keeps up with the times and considers consumer preferences more than before.
Building trust, one message at a time
From verified numbers to real-time replies, we’re here to help you connect with your audience the right way.
Want to avoid being blocked or ignored? Start here:
- Use a verified 10DLC or toll-free number.
- Respond promptly to every inbound message.
- Personalize wisely and skip the slang unless appropriate.
- Send only what’s valuable to your audience.
For more resources on keeping your messaging strategy on point, feel free to browse our latest blog articles. We always strive to provide you with the best advice out there.
