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