B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Aging
69%
69% -- self service preference rate for Customers (Zendesk research) (2024)
69% of customers prefer to resolve issues on their own before contacting support.
- Attributed to Zendesk without a specific report title, survey methodology, sample size, or original publication date.
Attribution:
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Lighthouse Research Team
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Source verified
Evidence graded
Value
69%
Unit
Percentage
Data Vintage
2024
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
60
Independence
30
Methodology
35
Freshness
95
Source
Zendesk
Primary
Tier C
https://ethossupport.com/blog/help-desk-metrics/ ↗
Source Article
The 3 Help Desk Metrics to Track | Ethos Support
Do you remember the last time you had a good customer experience? Not amazing, not mind-blowing—just good. No? Can’t quite place it? Isn’t that a little surprising? It’s not that good customer service is rare, but when things go well, we often take them for granted and move on. After all, if the iss…
Original Research
Zendesk
· Original study ↗
Methodology
Attributed in source to Zendesk; no report title, survey date, or sample size provided. Source article itself undated; vintage estimated from publication context.
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customers (Zendesk research): 69% self service preference rate. Source: Zendesk (2024). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-prefer-self-service-before-support
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<blockquote cite="https://lighthousedata.io/data/customers-prefer-self-service-before-support" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>69%</strong> -- self service preference rate for Customers (Zendesk research)<br><small>Source: Zendesk (2024) · <a href="https://lighthousedata.io/data/customers-prefer-self-service-before-support" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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