A strong forms and data-collection experience can have a significant positive effect on customer loyalty and growth. According to Smart Communications’ 2026 Customer Experience Benchmark, 77% of consumers are likely to remain loyal to a company when its forms experience exceeds expectations. Sixty-six percent would recommend the company to others, and the same percentage would consider doing more business or purchasing additional products and services. Another 62% would be likely to leave a positive review. These results suggest that forms should be viewed as an important customer experience and retention opportunity, not just an administrative requirement.
Explore the 2026 Customer Experience Benchmark Research.
