Forrester 2015 Customer Lifecycle Survey — 53% of customers likely to abandon online purchases if they can't find quick answers; 73% say valuing their time is most important

Claim: "In our December 2015 'Customer Lifecycle Survey,' we found that 53% of customers are likely to abandon their online purchases if they can't find quick answers to their questions. 73% say that valuing their time is the most important thing companies can do to provide them with good customer service."

Source: Forrester blog, "Your Customers Don't Want To Call You For Support," March 3, 2016.

Confidence: Verified — independent.

Why this matters for Candid: Quantifies the cost of not delivering findability — half of online purchases at risk when answers aren't fast. Anchors the "self-service is a revenue surface, not just a cost-saver" framing in client conversations. Pair with Gartner / Eric Keller — single most common self-service failure mode is inability to find relevant content; appears in >43% of cases for the failure-mode side.