Push vs pull
The key distinction is who initiates the interaction.
SMS: business initiates
Known customer → completed experience → business sends request → customer decides.
QR: customer initiates
Physical touchpoint → customer scans → feedback experience opens immediately.
The core difference
SMS requires a usable customer phone number and a compliant messaging process. A QR code can be displayed on a receipt, counter card, table sign or other physical touchpoint and scanned voluntarily by the customer.
| Question | SMS | QR |
|---|---|---|
| Need phone number? | Yes | No |
| Who initiates? | Business sends | Customer scans |
| Best moment | After a known completion event | During or immediately after an in-person experience |
| Follow-up possible? | Potentially, subject to rules and consent | Only if customer identifies themselves or opts in |
| Physical placement | Not required | Important |
When SMS is the stronger fit
Think scheduled appointments, home-service jobs, auto repair and other workflows where the business already has a customer record and a clear completion event.
When QR is the stronger fit
Think restaurants, cafés, spas, events and other places where the customer is physically present and a scan can happen naturally. QR can also collect private feedback before a customer leaves, depending on the system behind the code.
Can a business use both?
Yes, but more channels do not automatically create a better experience. Avoid asking the same customer repeatedly through QR, SMS and email. Decide what each channel is for and coordinate requests.