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
25th Median 75th
- - -
Key Performance Indicator:

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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 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 (7.3.1)

  • - Select key customers/accounts (20013)
  • - Develop sales/key account plan (11173)
  • - Manage sales/key account plan (20014)
  • - Manage customer relationships (11174)
  • - Manage customer master data (14208)
    • - Collect and merge internal and third-party customer information (16598)
    • - De-duplicate customer data (16599)