While the industry has utilized a wide variety of success and deflection measurement methods with varying results, TSIA has determined which success and deflection methods correlate to higher levels of overall business and operational performance across numerous support KPIs. The purpose of this research report is to: 1. Establish an industry standard for measuring self-service performance results: a. Self-service success rate b. Self-service implicit deflection rate c. Self-service explicit deflection rate 2. Identify several knowledge management (KM) practices that correlate to driving higher levels of self-service performance and productivity. 3. Highlight the importance of deploying intelligent unified search in support of self-service solutions to provide the best possible customer experience.