Gartner (2019, 8,398 customers) — only 9% of customers report resolving their issues completely via self-service

Claim: Gartner (2019, survey of 8,398 customers): "Only 9% of customers report resolving their issues completely via self-service." Plus: 37% of customers call you before they ever reach your website (2020 Loyalty Through Customer Service and Support Survey).

Source: https://www.gartner.com/en/newsroom/press-releases/2019-09-25

Confidence: Verified.

Why this matters for Candid: 5-year companion to the 2024 number — self-service resolution barely moved (9% → 14%) over the era where every vendor claimed it was "transforming customer experience." Adoption stagnation is the real story.