{"id":251669,"date":"2023-02-17T00:00:00","date_gmt":"2023-02-17T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/self-service-deflection-performance-trends\/"},"modified":"2026-01-12T16:03:31","modified_gmt":"2026-01-12T21:03:31","slug":"self-service-deflection-performance-trends","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/self-service-deflection-performance-trends\/","title":{"rendered":"Self-Service Deflection Trends 2012 &#8211; 2022"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">Customer demand for support is on the rise, with no indication of a future slowdown. Support and Success leaders universally agree:\u00a0<a href=\"https:\/\/www.servicexrg.com\/blog\/measure-service-deflection\/\">Effective self-service deflection<\/a>\u00a0is critical to meeting this demand. Is it working? Here\u2019s a look at self-service deflection performance trends over the past decade.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p>For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has sloped down slightly.<\/p>\n<h3>Self-Service Deflection Performance Trends 2012-2022<\/h3>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-253428\" src=\"https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1.png\" alt=\"\" width=\"1650\" height=\"990\" srcset=\"https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1.png 1650w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1-300x180.png 300w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1-1024x614.png 1024w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1-768x461.png 768w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/06\/Self-Service-Deflection-2012-to-2022-1-1536x922.png 1536w\" sizes=\"(max-width: 1650px) 100vw, 1650px\" \/><\/p>\n<p>(Source: ServiceXRG)<\/p>\n<h2>That stubborn 22% Self-Service deflection ceiling<\/h2>\n<p>There is no single reason that deflection appears pegged at about 22%. This may indicate that there is a practical limit caused by the confluence of the elements that make defection possible:<\/p>\n<ul>\n<li>The rate that known issues are adequately captured and presented as reusable knowledge.<\/li>\n<li>The willingness of customers to fully accept an answer without verification by a human.<\/li>\n<li>The limits of aligning available answers to unique customer circumstances with search, AI, and automation tools.<\/li>\n<\/ul>\n<p>If we are truly going to increase deflection, then we need to address and improve all three of these factors simultaneously.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.<\/p>\n","protected":false},"author":4,"featured_media":253398,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,50,14],"tags":[69,37,90,33,57],"class_list":["post-251669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","category-support","category-scale","category-technology","tag-automation","tag-customer-support","tag-deflection","tag-metrics","tag-self-help","post_outcome-scale-delivery-capability","post_activity-knowledge-management","post_activity-self-help","post_activity-self-help-and-automation","post_activity-support"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251669"}],"version-history":[{"count":15,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669\/revisions"}],"predecessor-version":[{"id":254833,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251669\/revisions\/254833"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/253398"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}