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RateNow, GuideDigital Survey Response Rate: Which Channel Gets More Responses?
A real comparison of average response rates across SMS, RCS, WhatsApp, Email, Web/App, QR and Telephone.
Each digital channel delivers a different response level depending on context, user profile and timing. We analyze the average participation rates of the main survey channels — SMS, RCS, WhatsApp, Email, Web/App, QR and Telephone — to help you choose the most effective mix for your experience strategy.
Diana Bardales, 2026 
5 min 
Not all channels convert equally when it comes to surveys. While some stand out for their mass reach, others excel in proximity or the depth of insight they generate. Understanding each channel’s response rate allows you to optimize resources, improve sample representativeness and maximize ROI.
SMS Surveys
Average response rate: 15% – 30%
Traditional SMS remains one of the most universal channels. It does not require data connectivity or additional apps and reaches users directly in their message inbox.
Its strength lies in immediacy and total coverage, especially across large databases or environments where not all users rely on advanced messaging apps.
Best scenarios: Quick transactional surveys, post-service or post-purchase surveys, and large heterogeneous databases.
RCS Surveys (Verified SMS)
Average response rate: 20% – 40% (+5% – 10% vs standard SMS)
RCS is the evolution of SMS. It allows messages to be sent with verified corporate identity, logo and enhanced presentation within the mobile messaging inbox.
It includes operator blue verification and access to basic sender information (website, email, phone number, terms and conditions), strengthening trust and reducing fraud risk.
Best scenarios: Industries where verified identity is critical, sensitive communications, and strategies focused on higher security and trust.
WhatsApp Surveys
Average response rate: 45% – 55%
This is the digital channel with the highest response rate in B2C environments. Why? It is conversational, habitual and frictionless, as users are already active on WhatsApp daily.
It operates through verified business accounts with Meta’s blue badge, displaying validated company details and increasing user trust.
Best scenarios: Post-visit experiences, customer service interactions and automated Voice of the Customer (VoC) programs.
Email Surveys
Average response rate: 10% – 20%
Email is a highly cost-efficient channel and allows large volumes of surveys to be sent to extensive databases.
It is especially useful when mass coverage and broad segmentation are required with minimal investment.
Best scenarios: Periodic NPS programs, more detailed surveys and formal evaluations.
Web & In-App Surveys
Response rate: High (implementation dependent)
By appearing at the exact moment of digital interaction, these surveys capture contextual feedback without forcing users to leave the flow.
The key lies in choosing the right moment within the process.
Best scenarios: Measuring digital processes, checkout optimization and friction analysis.
QR Code Surveys
Average response rate: Up to 5%
A non-intrusive, low-cost channel. Participation heavily depends on placement, visibility and experience timing.
Response rate depends largely on: visibility, support design and experience moment.
Best scenarios: Physical stores, events and high-traffic spaces.
Telephone Surveys
Average response rate: Up to 70%
This is the channel with the highest response rate, especially among senior profiles or non-digital audiences.
It also enables deeper qualitative insights thanks to direct dialogue.
Best scenarios: Vulnerable audiences, qualitative research and employee climate surveys in organizations without corporate email.
Response rate is only the starting point. The real differentiator lies in strategically combining channels based on timing, user profile and measurement objectives.
A well-designed omnichannel strategy maximizes response, optimizes costs and turns every interaction into real experience improvement.
Talk to our team and discover how to optimize your survey channels to maximize participation and results.
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