Customer retention rate for customers attempting service cancellation

This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who were active three years ago.) for customers attempting service cancellation. It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customers and accounts" process.

Benchmark Data


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Measure Category:
Supplemental Information
Measure ID:
Total Sample Size:
541 All Companies
Key Performance

Compute this Measure

Units for this measure are percent.

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Percentage of customers that try to cancel their service that are kept

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.3.0)

  • - Select key customers/accounts (20013) - Choosing principal clients that are vital for the company.
  • - Develop sales/key account plan (11173) - Creating a plan for managing the accounts of key customers in order to better maintain relationships with them. Chart a scheme for managing sales. Create a plan for administering accounts of the significant and most important customers of the organization. Coordinate the accounts of principal clients.
  • - Manage sales/key account plan (20014) - Handling the accounts of important clients.
  • - Manage customer relationships (11174) - Managing the organization's relationship with its customers, by systematically coordinating interactions over multiple touch points, on a regular basis. Coordinate the organization's efforts to reach out to its customers. Create and manage effective touch points for interactions from the customers, which could include emails, social-media interactions, newsletters, and direct conversations.
  • - Manage customer master data (14208) - Managing the corpus of data relating all customers acquired over time. Manage the storage, maintenance, access, revision, and usage of all data on customers. Ensure its security, and determine legitimate use cases that are beneficial to the organization.
    • - Collect and merge internal and third-party customer information (16598) - Gathering the data about customers. Combine the information available locally with the data obtained from external sources.
    • - De-duplicate customer data (16599) - Eliminating redundant information in customer data.