B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
38%
38% -- customer service issue abandonment rate for Gen Z and millennial customers (2025)
38% of Gen Z and millennial customers are likely to stop trying to resolve a customer service issue if it cannot be resolved via self-service support.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
38%
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
Gartner
Primary
Tier C
https://www.desk365.io/blog/gen-z-customer-support/ ↗
Source Article
What Businesses Need to Know about Gen Z Customer Support
I never thought much about customer support until I had to. On one unusually busy day, I was waiting for lunch to be delivered at work, and what happened changed my perspective.
For context, I just started my first full-time corporate job. My day goes between attending back-to-back meetings and swit…
Original Research
Gartner
· Original study ↗
Methodology
Gartner research cited via LinkedIn; original methodology not stated in source
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Gen Z and millennial customers: 38% customer service issue abandonment rate. Source: Gartner (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gen-z-self-service-abandonment-gartner
HTML Embed
<blockquote cite="https://lighthousedata.io/data/gen-z-self-service-abandonment-gartner" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>38%</strong> -- customer service issue abandonment rate for Gen Z and millennial customers<br><small>Source: Gartner (2025) · <a href="https://lighthousedata.io/data/gen-z-self-service-abandonment-gartner" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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