B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
69%
69% -- customers preferring self service for ecommerce customers (2026)
69% of customers prefer resolving issues on their own when possible according to HubSpot's Customer Service Trends Report.
- resolving issues on their own when possible
Attribution:
View source
Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
69%
Unit
Percentage
Data Vintage
2026
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
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
HubSpot
Primary
Tier B
https://accounteditor.com/blog/self-service-order-changes-reduce-support-tickets-shopify ↗
Source Article
How Self-Serve Order Changes Reduce Support Tickets
Original Research
HubSpot
· Original study ↗
Methodology
Cited from HubSpot's Customer Service Trends Report
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
ecommerce customers: 69% customers preferring self service. Source: HubSpot (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-prefer-self-service-hubspot
HTML Embed
<blockquote cite="https://lighthousedata.io/data/customers-prefer-self-service-hubspot" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>69%</strong> -- customers preferring self service for ecommerce customers<br><small>Source: HubSpot (2026) · <a href="https://lighthousedata.io/data/customers-prefer-self-service-hubspot" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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