B
Evidence Grade B
Graded
under review
Safe to Cite
Current
45%
45% -- self service rate for median ecommerce brands (2026)
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
45%
Unit
Percentage
Data Vintage
2026
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
95
Source Trust
50
Citation Chain
20
Independence
30
Methodology
45
Freshness
86
Source
Gorgias
Primary
Tier A
https://www.gorgias.com/blog/customer-support-metrics?gspk=YXNod2luc2F0eWFuYXJheWFuYTQyNzY&gsxid=7Zp… ↗
Source Article
14 Customer Service Metrics Every Support Team Should Be Tracking
0
min
-
Jordan Miller
Updated on
May 19, 2026
-
Created on
April 17, 2023
October 4, 2023
No items found.
TL;DR:
- There are two types of metrics and you need both. Operational metrics tell you what is happening (speed, volume, efficiency). Experience metrics tell you how shoppers felt about it (CSA…
Original Research
Gorgias
· Original study ↗
Methodology
Gorgias data
Methodology documented
Segmentation
Channelcommon_crawl
Cite this stat
Plain Text
median ecommerce brands: 45% self service rate. Source: Gorgias (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/self-service-rate
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<blockquote cite="https://lighthousedata.io/data/self-service-rate" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>45%</strong> -- self service rate for median ecommerce brands<br><small>Source: Gorgias (2026) · <a href="https://lighthousedata.io/data/self-service-rate" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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