SMS Consent & Opt-Out UX Evaluation

Welcome to this survey about your experiences with marketing text messages (SMS) from brands. This survey takes approximately 10 minutes. Your participation is voluntary and you may stop at any time. There are no right or wrong answers—we're interested in your honest opinions. Your responses are confidential, will be anonymized, and reported only in aggregate. Results will be used to improve how brands handle SMS consent and opt-out processes. Please click 'Next' to begin.

Have you received any marketing or promotional text messages (SMS) from a brand in the past 60 days?

• Yes
• No
• Not sure

Thinking about the most recent brand that sent you marketing texts, how did you sign up to receive them? Select all that apply.

• Checked a box during online checkout with clear SMS consent language
• Entered my phone number in a form next to clear SMS consent text
• Texted a keyword (e.g., JOIN) to opt in
• Agreed verbally in-store
• Turned on SMS in my account settings
• It was bundled with another signup (e.g., email + SMS together)
• I didn't knowingly give consent
• Not sure

In the past 60 days, have you tried to stop or reduce marketing text messages from any brand?

• No
• Yes — I replied STOP (or similar keyword)
• Yes — I used a link in the message
• Yes — I contacted customer support
• Yes — another method

How comfortable are you receiving marketing texts from brands you have opted in with?

Based on your experiences, what would make SMS consent requests and opt-out instructions clearer or more comfortable for you?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+

Thank you for completing this survey. Your feedback will help improve how brands handle SMS consent and opt-out experiences. You may now close this window.

How clear was the consent request when you signed up for texts from that brand?

The process to stop or reduce messages was easy to complete.

Which of the following consent methods do you consider acceptable for SMS marketing? Select all that apply.

• Checking an unchecked box with clear SMS consent language
• Entering my phone number next to clear SMS consent text
• Double opt-in (e.g., reply YES to confirm)
• Texting a keyword to opt in
• Turning on SMS in account settings
• A pre-checked box (I must uncheck to avoid SMS)
• I would not sign up for SMS marketing

We'd like to understand more about your experience with SMS consent and opt-outs. An AI moderator will ask a couple of brief follow-up questions.

Which best describes your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

I received a clear confirmation that my request to stop messages was processed.

If you wanted fewer marketing texts from a brand, which option would you most prefer?

• Pause messages for a set period (e.g., 30 days)
• Stop all messages permanently
• Reduce frequency (e.g., once per month)
• It depends on the brand or context
• Not sure

Where do you currently live?

• United States
• Canada
• United Kingdom
• Australia
• European Union (non-UK)
• Other

The brand actually stopped sending me texts after I opted out.

Which of the following reply words do you expect would successfully opt you out of a brand's marketing texts? Select all that apply.

• STOP
• UNSUBSCRIBE
• CANCEL
• QUIT
• END

Overall, how clear are the opt-out instructions in marketing texts you receive from brands?

Where do you most prefer to see opt-out instructions for marketing texts? Please rank your top 3.

1. At the end of each text (e.g., 'Reply STOP to opt out')
2. On the checkout or signup page
3. Within account settings
4. In the brand's customer support or Help Center