B
Evidence Grade B
Graded
under review
Safe to Cite
Current
81%
81% -- knowledge base first lookup rate for customers (2026)
According to a Zendesk study cited in the source, 81% of customers look for answers in a company's knowledge base first.
Attribution:
View source
Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
81%
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Zendesk
Primary
Tier C
https://www.ariglad.com/blogs/fix-outdated-knowledge-base ↗
Source Article
How to Fix an Outdated Knowledge Base Automatically
Original Research
Zendesk
· Original study ↗
Methodology
Cited Zendesk study, secondary source
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers: 81% knowledge base first lookup rate. Source: Zendesk (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-search-knowledge-base-first
HTML Embed
<blockquote cite="https://lighthousedata.io/data/customers-search-knowledge-base-first" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>81%</strong> -- knowledge base first lookup rate for customers<br><small>Source: Zendesk (2026) · <a href="https://lighthousedata.io/data/customers-search-knowledge-base-first" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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