When identity theft strikes, the first call to your recovery service sets the tone for everything that follows. Either someone picks up fast, takes ownership, and guides you through it…or you’re left holding a problem you don’t know how to solve alone.
At defend-id, our advocates are built around one standard: every member who calls deserves a real expert, fast. Here’s how Q1 2026 measured up.
Q1 2026 Service Level Results
| Metric | Q1 Result | Goal |
|---|---|---|
| Abandon Rate | 1.8% | ≤ 3% |
| Average Speed to Answer | 14 seconds | ≤ 20 seconds |
| Calls Answered in 20 Seconds or Less | 84.3% | ≥ 80% |
Every metric beat its goal. But the number that matters most isn’t on this table — it’s in what members said afterward.
What Members Are Saying
“I never knew that there was such a thing as a Fraud Advocate. Your patience, kindness, efficiency and professionalism was a major support in a situation where one feels powerless.” — Anne C.
“I was very confused, scared, and didn’t really know what to do. I expected the process to take weeks. Instead, my Recovery Advocate did most of the work for me, and very quickly.” — Angela L.
“I truly believe that you saved me a lot of trouble from being scammed. I thank God for you.” — Bethsheba T.
“The advocate was extremely helpful, incredibly informative, and very professional.” — Lucia S.
“Our Advocate was knowledgeable, patient, courteous and easy to speak with. He is definitely a top asset.” — Nola D.
“My Advocate did such a good job resolving all my issues, and so very quickly.” — Barbara H.
These aren’t people with minor billing questions. They’re people in crisis. And in every case, one call changed the experience entirely.
Why This Matters for Your Workforce
A single identity theft incident can consume 30 to 100+ hours of an employee’s time to resolve alone. That’s distraction, absenteeism, and anxiety that follow someone to work every day.
When a dedicated advocate answers in 14 seconds and handles the case from first call to full resolution, that spiral stops. Employees stay focused. HR isn’t fielding panicked calls. And the benefit your company invested in actually delivers when it counts.
At roughly $5 per employee per month, identity theft protection is one of the highest-ROI additions to any benefits package. Q1 shows why.
Want to learn more about adding fully managed identity theft recovery to your employee benefits? Start here.
- Q3 2025 Results: Recovery Advocates Deliver 85% in 20 Seconds
- Employee Identity Protection Benefits: The Must-Have Perk You’re Not Offering
- Small Business Post-Breach Playbook: What to Do First
- See past identity theft recovery service articles here: https://blog.defend-id.com/?s=service+levels
