B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
35%
35% -- customer retention increase for customers (2023)
Customers whose issues are resolved on first contact are 35% more likely to make repeat purchases within 60 days compared to those requiring multiple interactions.
- Compared to customers requiring multiple interactions to resolve issues
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
35%
Unit
Percentage
Data Vintage
2023
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
95
Source Trust
50
Citation Chain
90
Independence
30
Methodology
45
Freshness
83
Source
Opensend
Primary
Tier A
https://www.opensend.com/post/first-contact-resolution-rate-statistics-ecommerce ↗
Source Article
13 First Contact Resolution Rate Statistics For eCommerce Stores | Opensend
13 First Contact Resolution Rate Statistics For eCommerce Stores
In today's competitive eCommerce landscape, understanding customer service metrics is crucial for business success. First Contact Resolution (FCR) rate measures how often customer issues are resolved during their initial interaction wi…
Original Research
Opensend
· Original study ↗
Methodology
Increase in likelihood of repeat purchases for customers whose issues are resolved on first contact.
Methodology documented
Trend Over Time
| Period | Value | Change |
|---|---|---|
| 2023 (current) | 35% | |
| 2026 | 18% | -48.6% |
Segmentation
Channelcommon_crawl
Cite this stat
Plain Text
customers: 35% customer retention increase. Source: Opensend (2023). Via Lighthouse Intelligence -- https://lighthousedata.io/data/fcr-customer-retention-impact
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<blockquote cite="https://lighthousedata.io/data/fcr-customer-retention-impact" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>35%</strong> -- customer retention increase for customers<br><small>Source: Opensend (2023) · <a href="https://lighthousedata.io/data/fcr-customer-retention-impact" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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