B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
77%
77% -- customers expecting response under 5 minutes for customers across digital channels (2025)
77% of customers expect responses in under 5 minutes across digital channels.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
77%
Unit
Percentage
Data Vintage
2025
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
20
Independence
30
Methodology
45
Freshness
95
Source
Forrester
Primary
Tier C
https://sagicc.co/en/blog/why-do-customers-hate-waiting-strategies-to-reduce-service-response-times/ ↗
Source Article
Why Do Customers Hate Waiting? Strategies to Reduce Service Response Times
We live in the age of immediacy. Customers expect fast, efficient, and frictionless responses. However, waiting time remains one of the main causes of dissatisfaction in the customer experience.
A study shows that 60% of consumers would switch brands if they receive slow service. Beyond functionalit…
Original Research
Forrester
· Original study ↗
Methodology
Cited to Forrester without specific report
Methodology documented
Segmentation
Industrymarketing
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Plain Text
customers across digital channels: 77% customers expecting response under 5 minutes. Source: Forrester (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/forrester-response-under-5-minutes
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<blockquote cite="https://lighthousedata.io/data/forrester-response-under-5-minutes" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>77%</strong> -- customers expecting response under 5 minutes for customers across digital channels<br><small>Source: Forrester (2025) · <a href="https://lighthousedata.io/data/forrester-response-under-5-minutes" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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