Accuracy is the most important communication factor in building customer trust. Smart Communications’ 2026 Customer Experience Benchmark found that 92% consider accuracy important, followed by ease of contacting the company at 91%, data security at 90% and response time at 89%. Consistency across channels matters to 78%, while 77% identify proactive communications as an important trust factor. Personalization is also important to 70%. Together, these findings show that trust depends on communications being dependable, secure, timely and easy to act on, not simply personalized.
Explore the 2026 Customer Experience Benchmark Research.
