1 / 18

Attrition Measurement Update Year End 2009 Continuing to Develop Meaningful Trends

Attrition Measurement Update Year End 2009 Continuing to Develop Meaningful Trends. Prepared By: TRG Associates, Inc. ph: 860-395-0548 fax: 860-388-5300. Defining Attrition. Gross Attrition

ondrea
Download Presentation

Attrition Measurement Update Year End 2009 Continuing to Develop Meaningful Trends

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Attrition MeasurementUpdate Year End 2009Continuing to Develop MeaningfulTrends Prepared By: TRG Associates, Inc. ph: 860-395-0548 fax: 860-388-5300 www.trgassociates.com

  2. Defining Attrition Gross Attrition • The loss of existing customers and their associated recurring revenue for contracted services during a particular customer / calendar cycle Net Attrition • Gross Attrition plus the add back of “like customer” gains thru resigns of the existing locations – - The Home/Business location is your ultimate customer - Price increases for inflation - Price increases for additional services or technology www.trgassociates.com

  3. Defining Attrition The Short Version • The measurement of customer dissatisfaction with or need for the system Why Measure? • Attrition measures customer dissatisfaction which, for the most part, is company caused. • The Attrition Tracking Process should be managed to identify, focus on, and rectify those causes within each organization. www.trgassociates.com

  4. Attrition MeasurementMethodology Weighted Ending RMR Attrition Method Step 1: Cancelled RMR for the Reporting Period = Monthly Attrition Sum of Ending RMR for Each Month Step 2: Monthly Attrition (from Step 1)* 12 = Annualized Attrition www.trgassociates.com

  5. Pro’s & Con’s of Weighted Ending RMR Method www.trgassociates.com

  6. Existing Geography NE/Mid Atlantic Southeast Midwest Southwest West International Continuing to Refine the Database www.trgassociates.com

  7. www.trgassociates.com www.trgassociates.com

  8. Annual TrendDollars of RMR

  9. Annual TrendDollars of RMR

  10. Annual TrendDollars of RMR

  11. Annual TrendDollars of RMR

  12. Attrition Updatethrough Year End 2009

  13. Attrition Updatethrough Year End 2009

  14. Attrition Updatethrough Year End 2009

  15. Attrition Updatethrough Year End 2009

  16. Impact on Attrition Measurement with Publicly Held Company Results Sources: SDM May 2010 – SDM 100 SEC Filings 10K Public Quarterly Company Reviews

  17. Reason Code Analysis

  18. TRG Maintains Full Confidentiality of Participant’s Figures • Summary results as presented will be available on CSAA Web-Site TRG Web-Site (www.trgassociates.com) • Next update for 2010 – April 2011 Posted in June 2011

More Related