{"id":1311,"slug":"gartner-2024-14pct-self-service-resolution","title":"Gartner (Aug 19, 2024; survey of 5,728 customers Dec 2023) — only 14% of customer service / support issues are fully resolved in self-service; even for \"very simple\" issues only 36% resolve fully","kind":"reference","scope":"business","status":"current","audiences":["kevin","smb-owner","candid-team"],"topics":["client-portals","self-service-adoption"],"reference_body":"**Claim:** **Gartner press release, Aug 19, 2024** (survey of **5,728 customers**, Dec 2023): \"**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.\" **73% use self-service at some point** in their journey. Quote attributed to Eric Keller, Sr. Director, Gartner Customer Service & Support Practice.\n\n**Source:** https://www.gartner.com/en/newsroom/press-releases/2024-08-19\n\n**Confidence:** Verified (analyst primary research).\n\n**Caveat:** Gartner is an **independent analyst firm** — no portal-vendor incentive.\n\n**Why this matters for Candid:** Single most credible independent piece of evidence against \"build it and they'll log in.\" Use this number in client conversations, not the vendor \"70% want self-service\" framing. Pair with [[gartner-2024-why-self-service-fails-45pct-43pct]] for the *why*.","rationale_body":null,"metadata":null,"links":{"outgoing":[],"incoming":[{"slug":"research-brief-client-portals-smb-june-2026","title":"Research brief: client portals for SMBs — the honest case (June 2026)","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"gartner-2019-9pct-self-service-resolution","title":"Gartner (2019, 8,398 customers) — only 9% of customers report resolving their issues completely via self-service","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"gartner-2024-why-self-service-fails-45pct-43pct","title":"Gartner (Aug 2024) — why self-service fails: 45% of self-service starters say \"the company didn't understand what they were trying to do\"; in 43% of failures users couldn't find relevant content","kind":"reference","scope":"business","link_type":"depends-on"},{"slug":"salesforce-vendor-asserted-portal-demand","title":"Salesforce State of the Connected Customer — vendor-asserted: 57% say self-service \"critical/very important\"; 59% prefer self-service for simple questions; 88% say experience as important as products","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"40-60pct-clients-not-logged-in-90-days","title":"Practitioner data: \"Most firms find 40-60% of clients haven't logged in in the last 90 days\" — the ghost-login problem stated by an adoption-tool vendor","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"patient-portal-usage-32pct-academic","title":"Patient portal usage (academic, adjacent benchmark): cross-sectional study 32.1% used (range 26-51%); ER real-time 17.4% of 1.28M; US national 2022: 77% offered, 68% accessed","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"caveats-client-portals-vendor-marketing-base","title":"Caveats for the client-portals brief: source-incentives are pervasive; the independent anchors are McKinsey and Gartner; market-size figures unreliable; the viral 42% stat is misattributed","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"rule-run-90-day-portal-adoption-test","title":"R2 — Run a 90-day adoption test with a cheap bought portal before committing; if <40-50% of clients log in, the portal is solving a problem the client base doesn't have","kind":"rule","scope":"business","link_type":"depends-on"},{"slug":"barc-eckerson-25pct-bi-adoption-2022","title":"BARC / Eckerson Group (March 2022, 214 D&A leaders surveyed Nov-Dec 2021) — BI/analytics adoption at 25% of employees on average; \"stuck around 20% for many years\" per Eckerson","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"gartner-2026-67pct-rep-free-b2b","title":"Gartner (March 2026 survey of 646 B2B buyers, Aug-Sep 2025) — 67% of B2B buyers prefer a rep-free experience; 45% used AI during a recent purchase","kind":"reference","scope":"business","link_type":"relates-to"}]},"created_at":"2026-06-20T17:57:32.094Z","updated_at":"2026-06-20T17:57:32.094Z"}