Security, speed and relevance are consumers’ leading expectations when completing forms. Smart Communications’ 2026 Customer Experience Benchmark found that 92% consider complete security important, while 89% want forms to be fast and easy to complete. Eighty-four percent want forms to ask only for pertinent information, and the same percentage want to save their progress and return later. Mobile and web accessibility matters to 82%, while 79% value real-time assistance and 73% want known information to be prepopulated. Effective digital forms should be secure, streamlined and responsive to each customer’s circumstances.
Explore the 2026 Customer Experience Benchmark Research.
