Customer attrition/churn rate (1-year)
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.
Benchmark Data
- Median
- 75th
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Indicator:

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Units for this measure are percent.
Customer attrition/churn rate (1-year)
Key Terms
Process efficiency
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.