Consumers are most likely to abandon a form when providing the necessary supporting documents is too difficult. This was cited by 65% of respondents in Smart Communications’ 2026 Customer Experience Benchmark. Repeating or re-entering the same information can cause 59% to abandon a form, while 58% may leave because a form takes too long or contains redundant and irrelevant questions. Another 53% may abandon when they cannot save their progress and return later. Organizations can reduce abandonment by simplifying document collection, removing unnecessary questions and allowing customers to resume incomplete forms.
Explore the 2026 Customer Experience Benchmark Research.
