{"id":1766,"slug":"gartner-14-percent-self-service-resolution-2024","title":"Gartner (Aug 2024) — only 14% of customer service and support issues are fully resolved in self-service; only 36% for \"very simple\" issues","kind":"reference","scope":"business","status":"current","audiences":["kevin","smb-owner","candid-team"],"topics":["self-service-findability-failure"],"reference_body":"**Claim:** \"Only 14% of customer service and support issues are fully resolved in self-service... Even for issues that customers describe as 'very simple,' only 36% resolve fully in self-service,\" with senior director Eric Keller noting \"While 73% of customers use self-service at some point in their customer service journey, it's concerning to see that so few fully resolve there.\"\n\n**Source:** Gartner press release, August 19, 2024 (Dec 2023 survey of 5,728 customers).\n\n**Confidence:** Verified — independent research house, primary press release.\n\n**Why this matters for Candid:** Honest counter-evidence to the simple \"customers prefer self-service\" framing. The gap between *use* (73%) and *resolution* (14%) is the opportunity space — and structured records that visitors can actually query are the most plausible mechanism for closing it. Cross-link [[gartner-43-percent-findability-failure-2024]].","rationale_body":null,"metadata":null,"links":{"outgoing":[{"slug":"gartner-43-percent-findability-failure-2024","title":"Gartner / Eric Keller — single most common self-service failure mode is inability to find relevant content; appears in >43% of cases","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"rule-self-service-fails-on-findability-deliver-via-structured-records","title":"R5 — Self-service most often fails on findability; deliver self-service via structured, queryable records, not un-queryable documents","kind":"rule","scope":"business","link_type":"relates-to"}],"incoming":[{"slug":"research-brief-searchable-structured-catalogue-working-tool-june-2026","title":"Research brief: the searchable, structured catalogue as a working tool — when records-not-prose pays off (June 2026)","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"gartner-43-percent-findability-failure-2024","title":"Gartner / Eric Keller — single most common self-service failure mode is inability to find relevant content; appears in >43% of cases","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"caveats-searchable-catalogue-no-isolated-study-vendor-skip-thresholds","title":"Caveats for the searchable-catalogue brief: no study isolates catalogues as a variable; vendor-sourced skip thresholds; Baymard age; AI-eligibility under-sourced","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"quarantine-microsoft-22-percent-ticket-reduction-spotify-30-percent","title":"QUARANTINE — \"Microsoft reported a 22% reduction in support tickets\" / \"Spotify forum resolves 30% of issues\"","kind":"research-notes","scope":"business","link_type":"relates-to"},{"slug":"rule-self-service-fails-on-findability-deliver-via-structured-records","title":"R5 — Self-service most often fails on findability; deliver self-service via structured, queryable records, not un-queryable documents","kind":"rule","scope":"business","link_type":"depends-on"}]},"created_at":"2026-06-21T13:17:12.629Z","updated_at":"2026-06-21T13:17:12.629Z"}