Email remains the leading channel for receiving customer communications, including communications containing personally identifiable or protected health information. Smart Communications’ 2026 Customer Experience Benchmark found that 52% prefer email, compared with 16% for print or mail, 14% for a web portal or mobile app, 11% for SMS, and 7% for encrypted messaging. Preferences differ by age, geography and communication type. For example, SMS is more popular among Gen Z, while print preference rises to 26% among Baby Boomers. Companies should capture and honor individual preferences rather than relying on a single channel strategy.
Explore the 2026 Customer Experience Benchmark Research.
