B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Dated

74%

74% -- first contact resolution rate for Customer service interactions (2022)

Name: First Contact Resolution Rate Statistics
Creator: Lighthouse Intelligence
Published: 2026-08-22

2022 · Userlike

An industry-standard and good first contact resolution rate (FCR) is approximately 74%.

Described as an approximate industry benchmark/good standard

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Attribution: Userlike View source

Lighthouse Research Team

Last verified: 2026-09-27 · How we verify data →

Source verified Evidence graded

Value

74%

Unit

Percentage

Data Vintage

2022

Entity

Customer service interactions

Evidence Quality

Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

60/100 confidence

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Sources (2)

Userlike Primary Tier A

https://www.userlike.com/de/blog/first-contact-resolution ↗

Confidence: 57/100 Vintage: 2022 Channel: Deep Crawl

Source Article

Was ist die First Contact Resolution? – Definition, Formel und Tipps

Was ist die First Contact Resolution? – Definition, Formel und Tipps Viele Unternehmen bemühen sich darum, auf möglichst vielen Kanälen erreichbar zu sein und vergessen dabei die Qualität ihres Services. Zu Lasten der Kunden, die den Kundenservice erneut kontaktieren, mehrfach weitergeleitet werden …

Also cited by

Outsource Philippines https://outsource-philippines.com/effective-e-commerce-customer-service-outsourc…

2026-09-27

Original Research

Userlike · Original study ↗

Methodology

Industry average, calculated as (gelöste Servicefälle beim Erstkontakt / Gesamtzahl der Servicefälle) * 100

Methodology documented

Segmentation

Industrymarketing

Cite this stat

Plain Text

Customer service interactions: 74% first contact resolution rate. Source: Userlike (2022). Via Lighthouse Intelligence -- https://lighthousedata.io/data/first-contact-resolution-rate

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<blockquote cite="https://lighthousedata.io/data/first-contact-resolution-rate" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>74%</strong> -- first contact resolution rate for Customer service interactions<br><small>Source: Userlike (2022) · <a href="https://lighthousedata.io/data/first-contact-resolution-rate" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

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