What Students Actually Want from Your Institution’s Digital Tools
A breakdown of the 2026 Gravyty Student Self-Service Expectations Report
Half of currently enrolled students have avoided reaching out to their institution simply because getting help felt too hard. 1 in 4 say digital friction has made them question whether staying enrolled is worth it. Apps like Amazon and Spotify have set the bar for what students expect — and that bar is high.
The 2026 Gravyty Student Self-Service Expectations Report surveyed 1,058 currently enrolled U.S. college students to find out what they expect from institutional digital tools, where those tools are falling short, and what the consequences look like when they do. In this session, we’ll walk through the key findings and what they mean for enrollment, retention, and student success teams — including which student populations are carrying the heaviest burden from digital friction and what a realistic path to closing the gap looks like on your campus.
You’ll leave with:
- A clear picture of where student expectations stand in 2026 and where institutions are falling short
- Data on which student segments are most affected — and why it matters for retention
- Practical starting points for building a more responsive, always-on student experience
Justin Beck
Chief Executive Officer
Lisa Haubenstock
Chief Customer Officer