B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
1%
1% -- csat change per 1pct fcr improvement for contact centers (SQM Group research) (2026)
Every 1% improvement in First Contact Resolution (FCR) moves Customer Satisfaction (CSAT) by roughly 1%.
- relationship is described as 'roughly 1%' / 'tight 1-for-1'
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
1%
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
Service Quality Measurement Group (SQM)
Primary
Tier B
https://www.revos.ai/blog/first-contact-resolution ↗
Source Article
FCR: First Contact Resolution Benchmarks (2026)
On this page
First Contact Resolution (FCR) is a customer-support metric calculated as (Resolved on first contact ÷ Total contacts) × 100
, where a "resolved" interaction needs no follow-up call, email, or escalation. The industry standard is 70-79% healthy, 80%+ world-class (Service Quality Measure…
Original Research
Service Quality Measurement Group (SQM)
· Original study ↗
Methodology
SQM Group long-running benchmark research
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
contact centers (SQM Group research): 1% csat change per 1pct fcr improvement. Source: Service Quality Measurement Group (SQM) (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/fcr-csat-relationship
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<blockquote cite="https://lighthousedata.io/data/fcr-csat-relationship" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>1%</strong> -- csat change per 1pct fcr improvement for contact centers (SQM Group research)<br><small>Source: Service Quality Measurement Group (SQM) (2026) · <a href="https://lighthousedata.io/data/fcr-csat-relationship" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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