This measure calculates the rate at which customers leave a company over the previous 12-month period. For example, if 5 out of 100 customers terminate service, the attrition rate is 5%. It is a Process Efficiency measure that helps companies optimize the performance of their "measure and evaluate customer service operations" process by minimizing waste and refining resource consumption.
Customer attrition/churn rate (1-year)
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.