Poor communications can directly contribute to customer attrition. Smart Communications’ 2026 Customer Experience Benchmark found that 63% of consumers are likely to switch away from a company if its communications fail to meet their expectations. That figure rises to 70% of Gen Z and 72% of Millennials, as well as 73% of consumers in Australia and 72% in the United States. Although switching intent varies by market and age, the results demonstrate that communication quality can directly affect customer retention, particularly among younger consumers.
Explore the 2026 Customer Experience Benchmark Research.
