B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
68%
68% -- saas churn share for SaaS companies (2025)
68% of SaaS churn is attributed to slow or ineffective support.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
68%
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://gethelpable.com/blog/knowledge-base-vs-helpdesk ↗
Source Article
Knowledge Base vs Helpdesk (2026): Key Differences | Helpable
Knowledge base and helpdesk software are not interchangeable - they solve different problems. A knowledge base is for self-service: customers find answers without contacting your team. A helpdesk is for ticket management: when customers do contact you, your team handles those conversations efficient…
Original Research
Forrester
· Original study ↗
Methodology
Cited to Forrester State of the SaaS Customer 2025; secondary citation via vendor blog
Methodology documented
Segmentation
Industrysaas
Cite this stat
Plain Text
SaaS companies: 68% saas churn share. Source: Forrester (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/saas-churn-slow-support-forrester
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<blockquote cite="https://lighthousedata.io/data/saas-churn-slow-support-forrester" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>68%</strong> -- saas churn share for SaaS companies<br><small>Source: Forrester (2025) · <a href="https://lighthousedata.io/data/saas-churn-slow-support-forrester" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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