This smells like confusion between an observation and a deep motivation explanation, especially when talking only about “78 responses”.
A Google Forms survey, even with 75% of respondents verifying their documents in advance, does not tell us why they do it.
It's a correlation, not a causation; the triggering factor remains invisible.
For example, tenants anticipate procedures for housing not out of habit, but because of costly past delays that a simple form does not capture.