The economic recovery proved to be a mixed bag in 2011, the latest attrition study shows, with net attrition increases in all U.S. regions and internationally.
Attrition is the measurement of customer dissatisfaction, which, for the most part, is company-caused. However, some attrition of recurring monthly revenue (RMR) in recent years can be related to the effects of the recession on the security channel. Overall, in 2011 — the latest year for which data are available in the annual Attrition Measurement Study — the industry experienced mixed results depending on the size of a company and its location.
Attrition percentages increased in 2011 in most categories. With the U.S. and international economies in 2011 still struggling to rebound from the recession of 2008 and early 2009, the average residential/commercial gross attrition figure decreased slightly from 11.20 percent to 11.18 percent, but the average residential/commercial net attrition figure increased from 8.57 percent in 2010 to 9.08 percent in 2011.