Birdeye 2026: SMS Overtakes Email as the Top Channel for Review Requests
What happened
Birdeye's 2026 State of Online Reviews report confirms that SMS has overtaken email as the leading channel for review requests for the first time.
The key numbers from the report:
- SMS now accounts for 54.6% of all review requests sent through the platform, up from a minority share just two years ago
- Review volume grew 30.7% year on year — the fastest growth rate since 2021
- 75.5% of reviews now receive a reply from the business, up from 73% last year
- 40% of review responses are now AI-generated, reflecting how widely businesses have adopted tools like Google's AI-suggested replies
- Google holds 79.4% of all reviews across platforms, reinforcing its dominance as the place customers check first
The report is based on Birdeye's own platform data, so it reflects businesses that already use automated review-request tools — but the trend toward SMS is consistent with what the wider industry is seeing.
What this means for tradespeople
If you're still relying on a printed card, a verbal ask, or the odd email to collect Google reviews, this data tells you something important: the businesses winning the review game are sending text messages.
It makes sense. A tradesperson finishes a job, the customer's phone pings with a short message and a direct link — and they tap through while the experience is still fresh. No need to open an email app, search through an inbox, or remember later. SMS gets opened within minutes; emails sit unread for days.
The 30.7% growth in review volume also explains why star rating thresholds keep climbing. When more businesses are collecting more reviews, the bar rises for everyone. A plumber with 12 reviews is now competing against one with 60 — and homeowners notice the difference.
The AI-generated response stat (40%) is worth watching too. Google's own AI reply suggestions make it easy to respond to every review with one tap. But for tradespeople, a personal reply — even a short one — still stands out more than a generic "Thank you for your feedback."
What to do about it
- Switch to SMS-based review requests. If you're asking for reviews by email or verbally, you're leaving reviews on the table. A text message sent within an hour of finishing a job converts far better.
- Reply to every review. With 75.5% of businesses now replying, customers increasingly expect it. A quick, personal response also shows future customers that you're engaged and professional.
- Be cautious with AI replies. They're fine for speed, but a response that says "Thanks for choosing us, [name]!" is forgettable. Mention the job, the area, or something specific. That's what builds trust.
Source: Birdeye — State of Online Reviews 2026