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

61%

61% -- first contact resolution expectation for consumers (2025)

Name: First Contact Resolution Expectation Statistics
Creator: Lighthouse Intelligence
Published: 2026-08-07

2025 · n=1,215 · InMoment

61% of consumers expect brands to resolve their issues the first time, or they will start considering competitors.

Consumers note they will start considering competitors if issues are not resolved the first time

Cite this stat Share How we verify

Attribution: InMoment View source

Lighthouse Research Team

Last verified: 2026-08-07 · How we verify data →

Source verified Evidence graded

Value

61%

Unit

Percentage

Data Vintage

2025

Entity

consumers

Sample Size

1,215

Geography

Global

Evidence Quality

Strong, reliable evidence

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

66/100 confidence

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Sources (2)

InMoment Primary Tier A

https://inmoment.com/lp/conversational-intelligence-trends-report/?regional_redirect=1&hss_channel=l… ↗

Confidence: 66/100 Vintage: 2025 Channel: Common Crawl

Source Article

Conversational Intelligence Trends Report – InMoment

2025 CONVERSATIONAL INTELLIGENCE REPORT Contact Center Trends & Customer Expectations (Backed by Data—Not Assumptions!) Want the scoop on how your customers want to interact with businesses in 2025? This report is for you. Start Exceeding Customer Expectations We surveyed 1,215 consumers to hear the…

Also cited by

connectedtoindia.com https://www.connectedtoindia.com/

2026-08-15

Original Research

InMoment · Original study ↗

Methodology

Survey of 1,215 consumers

Segmentation

IndustryMedia RegionGlobal

Cite this stat

Plain Text

consumers: 61% first contact resolution expectation. Source: InMoment (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/first_contact_resolution_expectation_2025

HTML Embed

<blockquote cite="https://lighthousedata.io/data/first_contact_resolution_expectation_2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>61%</strong> -- first contact resolution expectation for consumers<br><small>Source: InMoment (2025) · <a href="https://lighthousedata.io/data/first_contact_resolution_expectation_2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

Share on X Share on LinkedIn

Use this data in your work

Copy the citation, embed the widget, or explore thousands more verified marketing statistics -- all free.

Copy citation Explore similar stats →