B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
71%
71% -- phone contact after failed self service rate for Gen Z consumers (2023)
71% of Gen Z consumers pick up the phone after trying digital self-service that did not work.
- Secondhand citation from a vendor blog citing a 2023 McKinsey survey
Attribution:
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Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
71%
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
McKinsey & Company
Primary
Tier C
https://opencall.ai/blog/who-uses-the-phone ↗
Source Article
Why Customers Still Call
Why Customers Still Call
In a world full of websites, apps, and chatbots, customers still pick up the phone. And they’re not doing it by accident. They’re calling because they need something now—answers, action, reassurance.
In a world full of websites, apps, and chatbots, customers still pick up th…
Original Research
McKinsey & Company
· Original study ↗
Methodology
2023 McKinsey survey on consumers calling after unsuccessful digital self-service; cited secondhand by OpenCall vendor blog without link to original publication
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Gen Z consumers: 71% phone contact after failed self service rate. Source: McKinsey & Company (2023). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gen-z-phone-after-failed-self-service-2023
HTML Embed
<blockquote cite="https://lighthousedata.io/data/gen-z-phone-after-failed-self-service-2023" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>71%</strong> -- phone contact after failed self service rate for Gen Z consumers<br><small>Source: McKinsey & Company (2023) · <a href="https://lighthousedata.io/data/gen-z-phone-after-failed-self-service-2023" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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