B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
12 hours
12 hours -- email response time for Customer support (industry average) (2026)
The industry average response time for email customer support is 12 hours according to Toister Performance Solutions.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
12 hours
Unit
Duration Hours
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
60
Independence
30
Methodology
45
Freshness
95
Source
Toister Performance Solutions
Primary
Tier C
https://www.heyy.io/blog/customer-support-benchmarks-2026 ↗
Source Article
24/7 Support Benchmarks: What Customers Expect in 2026
24/7 Support Benchmarks: What Customers Expect in 2026
Let me ask you something:
What do Amazon, Netflix, Uber, and your local pizza delivery app have in common?
They all offer instant support, 24/7, no matter when you need help.
And whether you realize it or not, these companies have completely res…
Original Research
Toister Performance Solutions
· Original study ↗
Methodology
Cited to Toister Performance Solutions; secondary citation in vendor blog
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customer support (industry average): 12 hours email response time. Source: Toister Performance Solutions (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/email-support-response-time-industry-average-2026
HTML Embed
<blockquote cite="https://lighthousedata.io/data/email-support-response-time-industry-average-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>12 hours</strong> -- email response time for Customer support (industry average)<br><small>Source: Toister Performance Solutions (2026) · <a href="https://lighthousedata.io/data/email-support-response-time-industry-average-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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