Many consumers still encounter difficulty retrieving older documents and statements. Smart Communications’ 2026 Customer Experience Benchmark found that 37% have needed to access a document more than 12 months old, rising to 41% of Gen Z and 46% of Millennials. Only 59% describe financial services document retrieval as easy, compared with 56% in healthcare, 50% in insurance and 47% in government. Secure, searchable and readily accessible archives can help customers find important historical records without contacting customer service or waiting for manual assistance.
Explore the 2026 Customer Experience Benchmark Research.
