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Find herewith books on attrition managment....i want to upload here at cite HR but i cant as u all kno(uploading prob at CITE HR).......
This is very useful bookk for all HR professionals..........enjoy all and give ur feedback also......
ATTRITION
SEEKING A CONSENSUS
BY:
TRG ASSOCIATES, INC.
4 POST OFFICE SQUARE
CLINTON, CT 06413
JOHN M. BRADY
JAMES LEESE
INTRODUCTION
MEASURING ATTRITION
WHAT IS ATTRITION?
ALTERNATIVES TO MEASURING ATTRITION
THE ATTRITION CALCULATION OF CHOICE
THE COST OF ATTRITION
WHAT ATTRITION MEASUREMENTS CAN TELL YOU
ABOUT A BUSINESS
TRACKING ATTRITION CAUSES
ATTRITION CASE STUDY
CONSENSUS AND ATTRITION MANAGEMENT
1
INTRODUCTION
The electronic security industry continues to prosper because of the increasing value that
people place on the protection of their loved ones and their personal/business assets. The
industry also continues to attract significant investment capital, management expertise
and debt liquidity due to the healthy economic returns that can be created within a liquid
market for a predictable cash flow margin enterprise – whose root dynamic is
preservation of the customer, the customer’s property and the customer’s peace of mind
through timely provision of services.
The other important characteristic of the electronic security industry is that its growth is
often fueled by making an investment in every new customer added. While the “zero or
low down, high volume” methods of marketing to increase market penetration had
transformed the industry in the early to mid 1990’s, the return to sounder “customer value
marketing” and the reduction of the “excessive” investment once considered “the only
way to grow”, has helped to reduce the necessary investment needed to remain
competitive in the marketplace. Despite that recent reversal, we still utilize financial
incentives (leasing, customer transfer/takeover, up-sell/high volume) to attract customers.
That investment or “Cost to Create a Customer” can range on average (2000-2001
activity) between a 15 to 31 multiple of recurring monthly revenue (RMR). While
market values of RMR have decreased since the “altitude ranges” of 48 to 60 times RMR
in the late 1990’s, they have settled (despite the downward pressure by the most efficient,
well financed buyers) into the 30’s to mid 40’s – a range similar to the late 1980’s when
the industry also had a similar 12,000 to 13,000 dealer participants as it has today.
The “ease of entry” that the electronic security industry is still characterized by, despite
ever increasing licensing and continuing education requirements, continues to work
against the normal industry maturity trend of settling in excess of 50% of the marketplace
within a single digit number of companies. Customer retention continues to be the single
largest management challenge inside a fluid, competitive environment for customers and
between alternative providers.
Management’s priority is to minimize the investment in customer growth. Some have
commented that it is “easy to give security systems away for nothing” but all good
dealers agree that it takes an enormous amount of “blocking and tackling” to keep each
customer after any sale. So much management effort and organizational focus goes into
growing each dealer’s customer base while often so little effort or organizational focus
goes into keeping those “precious assets”.
Since the late 1980’s, when the electronic security industry began to attract significant
new equity/debt capital, the industry has continued to improve at gathering and
cataloguing industry specific performance parameters – with the SDM 100 and other
public/private information sources beginning to keep track of market size, growth
dynamics, etc. Despite this new security information age, one continuing enigma of
2
industry measurement, critical to measuring value created and value lost, that is not well
maintained or commonly defined, is the qualitative and quantitative measurement of
customer attrition.
The ensuing discussion will focus on what attrition is, how to measure it, its intrinsic cost
and how to reduce or limit that basic measurement of “poor service”. This critical
measurement needs to be further discussed and gain some consensus both on the
definition and it’s utilization within the security industry.
The opportunity at hand is to settle on one or a series of attrition definitions and methods
to assist the industry with helping to clarify a vital measurement tool for those who work
within the industry and those who seek to understand the industry better.
3
WHAT IS ATTRITION?
Definition
Attrition measures the amount of recurring revenue lost during a particular time frame,
expressed on a monthly/annualized basis. Attrition can be measured in many different
ways. The nomenclature used to describe the measurement tool and methodology can
vary widely. Gross attrition is the absolute of customer losses without the inclusion of
any offset or reduction activity such as price increases, acquisition RMR or other “add
backs” to the customer base. Net attrition is the result of offsetting “like customer” gains
from the gross attrition losses.
Within both residential and commercial markets, there are various types of companies
that utilize different marketing strategies, which ultimately tend to yield different “built
in” averages of attrition by channel. In the residential market there are the traditional
security installation companies versus high-volume companies. As for the commercial
market, there is the traditional outright sale versus the leased system. On average, there
are industry ranges for net attrition. The following is a breakdown of the ranges that
TRG has encountered during its work with a significant cross section of the industry
involved in the residential and commercial markets:
Average Net Attrition Ranges
Market Type Low High
Residential Traditional Installation Co. 2.5% 7.5%
High-Volume Co. 8.0% 15.0%
Commercial Traditional Outright Sales 2.0% 6.0%
Leased Systems 3.7% 8.7%
Before determining the appropriate method of measuring attrition, we need to know what
is “in” and “out” of each company’s calculations. The measuring of customer losses on a
gross basis seeks to identify customer losses regardless of what actions caused the loss
and what actions were taken to mitigate or reduce those losses. Gross attrition is the
purest of the measurement tools, as it doesn’t allow for any qualitative decisions or
processes to obfuscate the loss. Net attrition seeks to measure the qualitative impact of
management’s effort to control and minimize customer losses. There is a fine
philosophical/cost assessment line between including “like customer” re-signs as an
offset to gross attrition versus as part of the “cost to create a new customer”. TRG has
found that for various reasons, such as the related economics and automation system
support to the gathering of data, the newly signed up customer in a “like location” is
often best counted as a new customer. This new customer and its related cost to create, in
excess of a 6 multiple of RMR (normal costs to program & transfer a system), should be
included in the new sale category versus as an offset to gross attrition. The old customer
4
who moved and whose system was re-installed at a loss may not be used as an offset
from gross to net attrition. The “like customer” who was “tracked” in your marketplace
and re-signed without an additional investment should be allowed to reduce gross
attrition. Similarly, a customer who cancels and was originally included in the gross
attrition but subsequently comes back to the company should be used to reduce that gross
attrition upon return. The tracking of offsets to gross attrition (or deciding what is “in” or
“out”) should be dictated by the following factors:
• Net investment to maintain the same customer (person or location).
• Time frame between the loss and the re-sign (maximum six months).
• Ease of data gathering as to the evolution of a re-signed customer.
• Specific loss/re-sign causes – bad debt cancellation made good should
be considered a re-sign.
• Specific departmental responsibility for tracking and effectuating resigns
and related compensation costs.
Regardless of the company’s policies or definitions, consistency in the calculation
method and in the definition of what makes up gross and net attrition is critical. The
attrition measurement is most important as to what it tells you about a company’s overall
performance versus any specific month’s results.
5
ALTERNATIVES TO MEASURE ATTRITION
TRG has encountered various methods of computing attrition during our years of
experience in the industry. The following table offers two different scenarios for our
sample customer base over a six-month period. The first scenario depicts a customer base
with no acquisitions; the second scenario includes an acquisition in the fourth month of
the reporting period.
Sample Customer Base
Scenario 1 Scenario 2
(No (Including
Acquisition) Acquisition)
Beginning + New +Acquired -RMR =Ending =Ending
Month RMR RMR RMR Cancels RMR RMR
1 $ 50,000 500 0 300 $ 50,200 $ 50,200
2 $ 50,200 700 0 450 $ 50,450 $ 50,450
3 $ 50,450 850 0 550 $ 50,750 $ 50,750
4 $ 50,750 900 20,000 750 $ 50,900 $ 70,900
5 $ 50,900 1,000 0 800 $ 51,100 $ 71,100
6 $ 51,100 1,200 0 900 $ 51,400 $ 71,400
5,150 20,000 3,750 $ 304,800 $ 364,800
Using the above customer base sample, we have calculated the attrition level using five
of the most prevalent attrition measurement methods currently being used in the industry.
a
(Multiple by 2 to annualize the cancellations for the six-month reporting period)
1. Typical Lending Covenant RMR Method
Step 1: Cancelled RMR for the Reporting Period = Monthly Attrition
Sum of Ending RMR for Each of the 6 Months
Step 2: Monthly Attrition (from Step 1)* 12 =Annualized Attrition
Calculation Examples:
• No Acquisition: Step 1: $3,750 / $304,800 = 1.2% Monthly Attrition
Step 2: 1.2% * 12 = 14.4% Attrition
• Acquisition: Step 1: $3,750 / $364,800 = 1.0% Monthly Attrition
Step 2: 1.0% * 12 = 12.0% Attrition
6
Pro’s & Con’s of Typical Lending Covenant RMR Method
Pro’s Con’s
Accounts for and weights RMR acquisitions Not the easiest of the calculations
Accounts for timing of acquired RMR
Accounts for rapid internal growth
Accounts for timing of rapid internal growth
Similar to many lending institution calculations
2. Modified Static Pool Method
Total Attrition for Reporting Period * 2
a
= Annualized Attrition
RMR Beginning of Reporting Period
Calculation Examples:
• No Acquisition: ($3,750 * 2) / $50,000 = 15.0% Attrition
• Acquisition: ($3,750 * 2) / $50,000 = 15.0% Attrition
Pro’s & Con’s of Modified Static Pool RMR Method
Pro’s Con’s
Ease of computation Does not account for or weight acquired RMR
Widely used Does not account for or weight rapid internal
RMR growth
3. Monthly Attrition Method
Attrition for Most Current Month * 12 = Annualized Attrition
Ending RMR of Previous Month
Calculation Examples:
• No Acquisition: (900 * 12) / 51,100 = 21.1% Attrition
• Acquisition: (900 * 12) / 71,100 = 15.2% Attrition
7
Pro’s & Con’s of Monthly Attrition Method
Pro’s Con’s
Ease of computation Reporting period not substantial
Monthly results can vary greatly
Results do not provide a meaningful trend
4. Average RMR Method
Total Attrition for Reporting Period * 2
a
= Annualized Attrition
(Beginning RMR + Ending RMR) / 2
Calculation Examples:
• No Acquisition: (3,750 * 2) / 50,700 = 14.8% Attrition
• Acquisition: (3,750 * 2) / 60,700 = 12.3% Attrition
Pro’s & Con’s of Average RMR Method
Pro’s Con’s
Accounts for RMR acquisitions Does not account for timing of acquisitions
Accounts for rapid internal growth Does not account for timing of growth
Ease of computation
5. Roll Forward Method
Cancelled RMR During the Reporting Period * 2
a
=Annualized Attrition
Avg. Total of RMR Held During the Reporting Period
Calculation Examples:
• No Acquisition: (3,750 * 2) / 52,5751 = 14.3% Attrition
• Acquisition: (3,750 * 2) / 62,57511 = 11.9% Attrition
1 (New RMR for the Reporting Period/2) + Beginning RMR
8
Pro’s & Con’s of Roll Forward Method
Pro Con
Accounts for RMR acquisitions Does not account for timing of acquisition
Accounts for rapid internal growth Does not account for timing of growth
Complex calculation
Summary of Results from the Various Attrition Calculation Methods
The attrition calculation results obtained from the five methods are summarized in the
following table:
Summary of Attrition Calculations Results
No RMR With RMR
Calculation Method Acquisition Acquisition
Lending Covenant Method 14.4% 12.0%
Modified Static Pool Method 15.0% 15.0%
Monthly Attrition Method 21.1% 15.2%
Average RMR Method 14.8% 12.3%
Roll Forward Method 14.3% 11.9%
The significant variance in the results obtained from the various calculations, as
illustrated above, is the main reason for developing a consensus within the industry on
the use of one or two primary industry standards for measuring attrition.
9
THE ATTRITION CALCULATION OF CHOICE
Based upon our experience in the Security Industry and after encountering the various
attrition methods described in the previous section, we feel that the Security Industry
should adopt the “Typical Lending Covenant RMR Method” of calculating attrition as the
industry standard. This method of calculating attrition best represents a Company’s
attrition rate under a variety of different circumstances and situations. In addition to
accurately representing attrition for a stable, constant growth Company, this method
correctly represents the true attrition rate for Companies experiencing rapid growth
and/or doing multiple acquisitions. Due to the “weighting” given to the ending RMR
over the six-month reporting period, this attrition method is the most accurate of all
methods described and can be used under any situation a company may be experiencing.
Because of this, we feel the industry should standardize and use this common
measurement of attrition that all Companies can be gauged against knowing that the rate
of attrition was calculated in the same manner. The following template can be used to
calculate attrition using the Typical Lending Covenant RMR Method:
Lost RMR for the six-month period $ (I)
RMR for each of the months ending for the sixmonth
period:
Month one: $______________
Month two: $______________
Month three: $______________
Month four: $______________
Month five: $______________
Month six: $______________
$_________(II)
RMR monthly attrition is defined as the quotient of
(I) above divided by (II) above, expressed as a
percentage
_____%
Multiplied by twelve x 12
Actual Annualized RMR Attrition _____%
This method also facilitates rolling the measurement forward as the months (period)
progress.
10
THE COST OF ATTRITION
If the company and its management spent as much time and economic effort controlling
attrition – the loss of customers – as they did trying to find and buy into the next new
customer, the net value of the business would be enhanced.
Example
�� $50,000 RMR Company
�� Adding 50 new customers per month at $30 for monitoring/service per month
�� Market Value Assumption – 35 Multiple
�� Static Pool Method of Attrition Measurement
Net Ending RMR
Year 1 Year 2 Year 3 Year 4 Year 5
6% Annualized Attrition 65,000 77,876 89,984 101,360 112,502
8% Annualized Attrition 64,004 76,880 88,724 99,632 109,664
11% Annualized Attrition 62,504 73,628 83,528 92,336 100,184
Valuation Difference
Year 1 Year 2 Year 3 Year 4 Year 5
6 vs. 8% Annualized Attrition 34,860 34,860 44,100 60,480 99,330
8 vs. 11% Annualized Attrition 52,500 113,820 181,860 255,360 331,800
6 vs. 11% Annualized Attrition 87,360 148,680 225,960 315,840 431,130
A 2% attrition difference can make a significant difference in the ultimate value of the
entity/customer base. Thus the importance of implementing meaningful and effective
management tools such as attrition measurement and attrition cause analysis to help the
management team focus on the symptoms of attrition within their organization. The
whole management team and work force must be guided and motivated to minimize
customer losses.
11
WHAT ATTRITION MEASUREMENTS
CAN TELL YOU ABOUT A BUSINESS
Attrition can indicate direct and indirect conclusions about a business.
Direct Conclusions Possible:
• Indication of a company’s ability to set effective priorities
• Indication of the quality of customer care and service
• Indication of a company’s operational strengths and weaknesses
Indirect Conclusions Possible:
• Probability of the company retaining remaining customers and to what extent
• Probability of the company attracting new customers and to what extent
• Company’s strength in managing their business in a competitive environment
The attrition results can be traced back, in part, to the origin of the new system as
marketed or sold. It continues to be supported by the figures that the greater the customer
investment in a security system, the more likely that you will experience less attrition or
customer losses. The financial community continues to focus on the credit score of a
customer as a leading indicator of the likelihood of losses that a low credit score will
yield. In the current multi-credit check environment that exists today, access to customer
credit history is readily available. This multi-credit check environment has a negative
impact on a consumer’s credit score through activity, which has nothing to do with
increasing credit risk. This “personal attrition characterization” continues to lose some of
its newfound validity as a leading indicator of predicting customer’s attrition.
12
TRACKING ATTRITION CAUSES
Attrition is a measurement of the company’s ability to provide timely and competent
service, from the installation thru to the termination process (move to a rest home/nursing
care). There will be Acts of God (Hurricane Andrew – Homestead, Florida in 1992) and
economic downturns (1991 Recession with the Northeast and Southwest United States)
that also impact attrition beyond “service” causes. The reasons for the “dissatisfaction
measurement” are, for the most part, company caused and the attrition tracking process
should be managed to identify and rectify those causes within each organization. Listed
below are some of the main reasons why an account cancels its monitoring/maintenance
service:
• Poor Service
• Slow Respond to Add, Move and Change
• Lost to Competitor
• Out of Business
• Relocated Out of Market
• Bad Debt
• Monitoring Response Problems
• Billing Problems
• Deceased/Rest Home
• Price Increase
• End of Contract Term
TRG Associates implemented a universal Excel/Lotus attrition tracking system that
creates a template by which to measure the causes and amount of attrition. A copy of the
template is attached in Exhibit A.
13
ATTRITION CASE STUDY
Recently TRG Associates, Inc. (TRG) completed an historical attrition analysis on one of
the larger electronic security alarm companies in the industry. The company had
accumulated customers through all the varied growth channels, which offered an
opportunity to complete an attrition analysis on those different channels. TRG’s analysis
was designed to segregate the existing customer base by the various types and sources in
order to determine which segments of the base were responsible for the majority of the
Company’s attrition. Clearly, the growth channel analysis that follows demonstrated that
the customer origination channel contributed to the attrition characteristic of that segment
of the base. The following is an overview of the analysis process and associated results.
Analysis of RMR
The customer database provided both active and inactive customer RMR, the information also
included several identifying codes designed to give company management the ability to track
the customer RMR using various criteria. The following tables describe the segregation of the
RMR by types and sources included in the data:
RMR By Type
Commercial Accounts
Residential Accounts
Dealer Program Accounts
National Accounts
Wholesale Accounts
Other Accounts
RMR by Source
RMR by Acquisition
RMR by Dealer
Internally Generated RMR/ Other
The annual attrition calculation was based on the RMR at the start of each year plus the
RMR added during the year (Modified Static Pool Calculation).
It is important to note that the amount of RMR cancelled in the analysis was in part due
to an over 90 day accounts receivable status (120 days for National Accounts) and was
not adjusted for slow pay accounts (accounts that pay RMR charges consistently despite
maintaining a balance past due 90/120 days or more). All accounts with an over 90/120
status were simply cancelled in this calculation process to yield a “conservative” nonperforming
account status and thus force the account into a cancelled status.
14
Attrition Results
Based on the review, TRG compiled a detailed RMR analysis by customer RMR source
and type (channel). These calculations reflect the gross attrition levels experienced by
the various segments of the customer base, and do not take into consideration any
account re-signs or other RMR “Adds, Moves and Changes” that may have coincided
with the cancellations. Any account with an over 90 day due status, regardless of
extenuating circumstances, was included in the attrition figures at the point the account
became 90 days past due. We purposely pushed the attrition back to properly restate the
import of non-paying accounts that were still active in the billing system.
Acquired RMR The customer base included customer accounts divided almost equally
between residential and commercial. It is important to note that the National account
RMR and the Wholesale account RMR were analyzed separately, and are not included in
this Acquired RMR attrition analysis. The attrition rates for the acquired RMR portion of
the base were calculated as follows:
Acquisition Coded RMR – Gross Attrition Analysis
Commercial Commercial Residential Residential
(No Over 90 (Including Over (No Over 90 (Including Over
RMR
Adjustment)
90 RMR as
Attrition)
RMR
Adjustment)
90 RMR as
Attrition)
Year 1 Annual 26.57% 26.97% 26.47% 26.56%
Year 2 Annual 16.14% 19.36% 14.99% 16.74%
The early acquisitions suffered from all the “ills” of account assimilation, as the
acquisition program remained active during Year 1. As the acquisition pace slowed, the
newly acquired RMR of Year 2 cancelled at a slower pace. Also the Year 1 acquired
customer bases were predominately residential. The later acquisitions were more focused
on the commercial market place.
Internally Generated RMR The customer base included customer accounts that were
approximately 2/3 residential and 1/3 commercial. The attrition rates for this portion of
the base were as follows:
Internally Generated RMR – Attrition Analysis
Commercial Commercial Residential Residential
(No Over 90 (Including Over (No Over 90 (Including Over
RMR
Adjustment)
90 RMR as
Attrition)
RMR
Adjustment)
90 RMR as
Attrition)
Year 1 Annual 21.84% 22.45% 24.30% 24.38%
Year 2 Annual 13.88% 18.09% 10.95% 15.22%
15
Even in the most difficult of operating environments, the internally generated accounts
experienced lower attrition characteristics versus the Acquired RMR.
Dealer Program RMR The customer base included accounts that were obtained thru a
national dealer program. The attrition rates for this portion of the base are as follows:
Dealer RMR – Attrition Analysis
Residential Residential
(No Over 90 RMR
Adjustment)
(Including Over 90 RMR as
Attrition)
Year 1 Annual 34.87% 35.55%
Year 2 Annual 13.77% 29.79%
A significant portion of the RMR added in Year 1 and the beginning of Year 2 came from
aggressive mass marketing efforts, and as a result the quality of customers added during
the period slipped. These efforts were significantly scaled back towards the end of the
year 2 and as a result, the attrition levels consistently decreased.
National Account RMR The customer base included a substantial amount of actively
billed National Account RMR. The attrition rates for this portion of the base were as
follows:
National Account RMR - Attrition Analysis
(No Over 120 RMR
Adjustment)
(Including Over 120
RMR as Attrition)
Year 1 Annual 22.3% 22.3%
Year 2 Annual 22.4% 60.7%
The high levels of attrition experienced in early Year 1 were in part due to the method
employed to convert the billing of acquired accounts into the billing software used by the
Company. The Company did not eliminate inactive accounts from the acquired databases
prior to converting to a new billing system; instead these accounts were transferred into
the new system and then eliminated (cancelled).
During the project, TRG worked to remove the impact of some of the data base
inaccuracies so as to be dealing only with the customer’s start date, last pay date or
cancelled date which ever was earlier. We also worked to transpose the appropriate
customer start date versus the acquired date (date of assimilation) as we presented the
vintage of the “performing account” base by channel. This analysis led to being able to
represent the true length of service that the segments of the performing customer base had
been active for – no matter when acquired or internally generated.
16
CONSENSUS AND ATTRITION MANAGEMENT
While we have discussed multiple methods of calculating attrition and given examples of
TRG’s clients most frequently used methods; the purpose of this discussion is to generate
a conversation/exchange of ideas about these methods to encourage forming a consensus
on the measurement methods and definitions for attrition terms. With a common,
selected method or methods, the industry can begin to better identify, in a comparable
form, the attrition characteristics of a customer base as a whole or within the channels of
the customer base as we described in our example.
This dialogue on Attrition is intended to generate an exchange of ideas that will
culminate in a special presentation on Attrition in April at the Mid-Year CSAA meeting
in Tucson, AZ. As importantly, we will discuss in detail, at that time, the various
methods, policies and incentive plans available to minimize attrition – gross and net.
From India, Pune
72Find herewith books on attrition managment....i want to upload here at cite HR but i cant as u all kno(uploading prob at CITE HR).......
This is very useful bookk for all HR professionals..........enjoy all and give ur feedback also......
ATTRITION
SEEKING A CONSENSUS
BY:
TRG ASSOCIATES, INC.
4 POST OFFICE SQUARE
CLINTON, CT 06413
JOHN M. BRADY
JAMES LEESE
INTRODUCTION
MEASURING ATTRITION
WHAT IS ATTRITION?
ALTERNATIVES TO MEASURING ATTRITION
THE ATTRITION CALCULATION OF CHOICE
THE COST OF ATTRITION
WHAT ATTRITION MEASUREMENTS CAN TELL YOU
ABOUT A BUSINESS
TRACKING ATTRITION CAUSES
ATTRITION CASE STUDY
CONSENSUS AND ATTRITION MANAGEMENT
1
INTRODUCTION
The electronic security industry continues to prosper because of the increasing value that
people place on the protection of their loved ones and their personal/business assets. The
industry also continues to attract significant investment capital, management expertise
and debt liquidity due to the healthy economic returns that can be created within a liquid
market for a predictable cash flow margin enterprise – whose root dynamic is
preservation of the customer, the customer’s property and the customer’s peace of mind
through timely provision of services.
The other important characteristic of the electronic security industry is that its growth is
often fueled by making an investment in every new customer added. While the “zero or
low down, high volume” methods of marketing to increase market penetration had
transformed the industry in the early to mid 1990’s, the return to sounder “customer value
marketing” and the reduction of the “excessive” investment once considered “the only
way to grow”, has helped to reduce the necessary investment needed to remain
competitive in the marketplace. Despite that recent reversal, we still utilize financial
incentives (leasing, customer transfer/takeover, up-sell/high volume) to attract customers.
That investment or “Cost to Create a Customer” can range on average (2000-2001
activity) between a 15 to 31 multiple of recurring monthly revenue (RMR). While
market values of RMR have decreased since the “altitude ranges” of 48 to 60 times RMR
in the late 1990’s, they have settled (despite the downward pressure by the most efficient,
well financed buyers) into the 30’s to mid 40’s – a range similar to the late 1980’s when
the industry also had a similar 12,000 to 13,000 dealer participants as it has today.
The “ease of entry” that the electronic security industry is still characterized by, despite
ever increasing licensing and continuing education requirements, continues to work
against the normal industry maturity trend of settling in excess of 50% of the marketplace
within a single digit number of companies. Customer retention continues to be the single
largest management challenge inside a fluid, competitive environment for customers and
between alternative providers.
Management’s priority is to minimize the investment in customer growth. Some have
commented that it is “easy to give security systems away for nothing” but all good
dealers agree that it takes an enormous amount of “blocking and tackling” to keep each
customer after any sale. So much management effort and organizational focus goes into
growing each dealer’s customer base while often so little effort or organizational focus
goes into keeping those “precious assets”.
Since the late 1980’s, when the electronic security industry began to attract significant
new equity/debt capital, the industry has continued to improve at gathering and
cataloguing industry specific performance parameters – with the SDM 100 and other
public/private information sources beginning to keep track of market size, growth
dynamics, etc. Despite this new security information age, one continuing enigma of
2
industry measurement, critical to measuring value created and value lost, that is not well
maintained or commonly defined, is the qualitative and quantitative measurement of
customer attrition.
The ensuing discussion will focus on what attrition is, how to measure it, its intrinsic cost
and how to reduce or limit that basic measurement of “poor service”. This critical
measurement needs to be further discussed and gain some consensus both on the
definition and it’s utilization within the security industry.
The opportunity at hand is to settle on one or a series of attrition definitions and methods
to assist the industry with helping to clarify a vital measurement tool for those who work
within the industry and those who seek to understand the industry better.
3
WHAT IS ATTRITION?
Definition
Attrition measures the amount of recurring revenue lost during a particular time frame,
expressed on a monthly/annualized basis. Attrition can be measured in many different
ways. The nomenclature used to describe the measurement tool and methodology can
vary widely. Gross attrition is the absolute of customer losses without the inclusion of
any offset or reduction activity such as price increases, acquisition RMR or other “add
backs” to the customer base. Net attrition is the result of offsetting “like customer” gains
from the gross attrition losses.
Within both residential and commercial markets, there are various types of companies
that utilize different marketing strategies, which ultimately tend to yield different “built
in” averages of attrition by channel. In the residential market there are the traditional
security installation companies versus high-volume companies. As for the commercial
market, there is the traditional outright sale versus the leased system. On average, there
are industry ranges for net attrition. The following is a breakdown of the ranges that
TRG has encountered during its work with a significant cross section of the industry
involved in the residential and commercial markets:
Average Net Attrition Ranges
Market Type Low High
Residential Traditional Installation Co. 2.5% 7.5%
High-Volume Co. 8.0% 15.0%
Commercial Traditional Outright Sales 2.0% 6.0%
Leased Systems 3.7% 8.7%
Before determining the appropriate method of measuring attrition, we need to know what
is “in” and “out” of each company’s calculations. The measuring of customer losses on a
gross basis seeks to identify customer losses regardless of what actions caused the loss
and what actions were taken to mitigate or reduce those losses. Gross attrition is the
purest of the measurement tools, as it doesn’t allow for any qualitative decisions or
processes to obfuscate the loss. Net attrition seeks to measure the qualitative impact of
management’s effort to control and minimize customer losses. There is a fine
philosophical/cost assessment line between including “like customer” re-signs as an
offset to gross attrition versus as part of the “cost to create a new customer”. TRG has
found that for various reasons, such as the related economics and automation system
support to the gathering of data, the newly signed up customer in a “like location” is
often best counted as a new customer. This new customer and its related cost to create, in
excess of a 6 multiple of RMR (normal costs to program & transfer a system), should be
included in the new sale category versus as an offset to gross attrition. The old customer
4
who moved and whose system was re-installed at a loss may not be used as an offset
from gross to net attrition. The “like customer” who was “tracked” in your marketplace
and re-signed without an additional investment should be allowed to reduce gross
attrition. Similarly, a customer who cancels and was originally included in the gross
attrition but subsequently comes back to the company should be used to reduce that gross
attrition upon return. The tracking of offsets to gross attrition (or deciding what is “in” or
“out”) should be dictated by the following factors:
• Net investment to maintain the same customer (person or location).
• Time frame between the loss and the re-sign (maximum six months).
• Ease of data gathering as to the evolution of a re-signed customer.
• Specific loss/re-sign causes – bad debt cancellation made good should
be considered a re-sign.
• Specific departmental responsibility for tracking and effectuating resigns
and related compensation costs.
Regardless of the company’s policies or definitions, consistency in the calculation
method and in the definition of what makes up gross and net attrition is critical. The
attrition measurement is most important as to what it tells you about a company’s overall
performance versus any specific month’s results.
5
ALTERNATIVES TO MEASURE ATTRITION
TRG has encountered various methods of computing attrition during our years of
experience in the industry. The following table offers two different scenarios for our
sample customer base over a six-month period. The first scenario depicts a customer base
with no acquisitions; the second scenario includes an acquisition in the fourth month of
the reporting period.
Sample Customer Base
Scenario 1 Scenario 2
(No (Including
Acquisition) Acquisition)
Beginning + New +Acquired -RMR =Ending =Ending
Month RMR RMR RMR Cancels RMR RMR
1 $ 50,000 500 0 300 $ 50,200 $ 50,200
2 $ 50,200 700 0 450 $ 50,450 $ 50,450
3 $ 50,450 850 0 550 $ 50,750 $ 50,750
4 $ 50,750 900 20,000 750 $ 50,900 $ 70,900
5 $ 50,900 1,000 0 800 $ 51,100 $ 71,100
6 $ 51,100 1,200 0 900 $ 51,400 $ 71,400
5,150 20,000 3,750 $ 304,800 $ 364,800
Using the above customer base sample, we have calculated the attrition level using five
of the most prevalent attrition measurement methods currently being used in the industry.
a
(Multiple by 2 to annualize the cancellations for the six-month reporting period)
1. Typical Lending Covenant RMR Method
Step 1: Cancelled RMR for the Reporting Period = Monthly Attrition
Sum of Ending RMR for Each of the 6 Months
Step 2: Monthly Attrition (from Step 1)* 12 =Annualized Attrition
Calculation Examples:
• No Acquisition: Step 1: $3,750 / $304,800 = 1.2% Monthly Attrition
Step 2: 1.2% * 12 = 14.4% Attrition
• Acquisition: Step 1: $3,750 / $364,800 = 1.0% Monthly Attrition
Step 2: 1.0% * 12 = 12.0% Attrition
6
Pro’s & Con’s of Typical Lending Covenant RMR Method
Pro’s Con’s
Accounts for and weights RMR acquisitions Not the easiest of the calculations
Accounts for timing of acquired RMR
Accounts for rapid internal growth
Accounts for timing of rapid internal growth
Similar to many lending institution calculations
2. Modified Static Pool Method
Total Attrition for Reporting Period * 2
a
= Annualized Attrition
RMR Beginning of Reporting Period
Calculation Examples:
• No Acquisition: ($3,750 * 2) / $50,000 = 15.0% Attrition
• Acquisition: ($3,750 * 2) / $50,000 = 15.0% Attrition
Pro’s & Con’s of Modified Static Pool RMR Method
Pro’s Con’s
Ease of computation Does not account for or weight acquired RMR
Widely used Does not account for or weight rapid internal
RMR growth
3. Monthly Attrition Method
Attrition for Most Current Month * 12 = Annualized Attrition
Ending RMR of Previous Month
Calculation Examples:
• No Acquisition: (900 * 12) / 51,100 = 21.1% Attrition
• Acquisition: (900 * 12) / 71,100 = 15.2% Attrition
7
Pro’s & Con’s of Monthly Attrition Method
Pro’s Con’s
Ease of computation Reporting period not substantial
Monthly results can vary greatly
Results do not provide a meaningful trend
4. Average RMR Method
Total Attrition for Reporting Period * 2
a
= Annualized Attrition
(Beginning RMR + Ending RMR) / 2
Calculation Examples:
• No Acquisition: (3,750 * 2) / 50,700 = 14.8% Attrition
• Acquisition: (3,750 * 2) / 60,700 = 12.3% Attrition
Pro’s & Con’s of Average RMR Method
Pro’s Con’s
Accounts for RMR acquisitions Does not account for timing of acquisitions
Accounts for rapid internal growth Does not account for timing of growth
Ease of computation
5. Roll Forward Method
Cancelled RMR During the Reporting Period * 2
a
=Annualized Attrition
Avg. Total of RMR Held During the Reporting Period
Calculation Examples:
• No Acquisition: (3,750 * 2) / 52,5751 = 14.3% Attrition
• Acquisition: (3,750 * 2) / 62,57511 = 11.9% Attrition
1 (New RMR for the Reporting Period/2) + Beginning RMR
8
Pro’s & Con’s of Roll Forward Method
Pro Con
Accounts for RMR acquisitions Does not account for timing of acquisition
Accounts for rapid internal growth Does not account for timing of growth
Complex calculation
Summary of Results from the Various Attrition Calculation Methods
The attrition calculation results obtained from the five methods are summarized in the
following table:
Summary of Attrition Calculations Results
No RMR With RMR
Calculation Method Acquisition Acquisition
Lending Covenant Method 14.4% 12.0%
Modified Static Pool Method 15.0% 15.0%
Monthly Attrition Method 21.1% 15.2%
Average RMR Method 14.8% 12.3%
Roll Forward Method 14.3% 11.9%
The significant variance in the results obtained from the various calculations, as
illustrated above, is the main reason for developing a consensus within the industry on
the use of one or two primary industry standards for measuring attrition.
9
THE ATTRITION CALCULATION OF CHOICE
Based upon our experience in the Security Industry and after encountering the various
attrition methods described in the previous section, we feel that the Security Industry
should adopt the “Typical Lending Covenant RMR Method” of calculating attrition as the
industry standard. This method of calculating attrition best represents a Company’s
attrition rate under a variety of different circumstances and situations. In addition to
accurately representing attrition for a stable, constant growth Company, this method
correctly represents the true attrition rate for Companies experiencing rapid growth
and/or doing multiple acquisitions. Due to the “weighting” given to the ending RMR
over the six-month reporting period, this attrition method is the most accurate of all
methods described and can be used under any situation a company may be experiencing.
Because of this, we feel the industry should standardize and use this common
measurement of attrition that all Companies can be gauged against knowing that the rate
of attrition was calculated in the same manner. The following template can be used to
calculate attrition using the Typical Lending Covenant RMR Method:
Lost RMR for the six-month period $ (I)
RMR for each of the months ending for the sixmonth
period:
Month one: $______________
Month two: $______________
Month three: $______________
Month four: $______________
Month five: $______________
Month six: $______________
$_________(II)
RMR monthly attrition is defined as the quotient of
(I) above divided by (II) above, expressed as a
percentage
_____%
Multiplied by twelve x 12
Actual Annualized RMR Attrition _____%
This method also facilitates rolling the measurement forward as the months (period)
progress.
10
THE COST OF ATTRITION
If the company and its management spent as much time and economic effort controlling
attrition – the loss of customers – as they did trying to find and buy into the next new
customer, the net value of the business would be enhanced.
Example
�� $50,000 RMR Company
�� Adding 50 new customers per month at $30 for monitoring/service per month
�� Market Value Assumption – 35 Multiple
�� Static Pool Method of Attrition Measurement
Net Ending RMR
Year 1 Year 2 Year 3 Year 4 Year 5
6% Annualized Attrition 65,000 77,876 89,984 101,360 112,502
8% Annualized Attrition 64,004 76,880 88,724 99,632 109,664
11% Annualized Attrition 62,504 73,628 83,528 92,336 100,184
Valuation Difference
Year 1 Year 2 Year 3 Year 4 Year 5
6 vs. 8% Annualized Attrition 34,860 34,860 44,100 60,480 99,330
8 vs. 11% Annualized Attrition 52,500 113,820 181,860 255,360 331,800
6 vs. 11% Annualized Attrition 87,360 148,680 225,960 315,840 431,130
A 2% attrition difference can make a significant difference in the ultimate value of the
entity/customer base. Thus the importance of implementing meaningful and effective
management tools such as attrition measurement and attrition cause analysis to help the
management team focus on the symptoms of attrition within their organization. The
whole management team and work force must be guided and motivated to minimize
customer losses.
11
WHAT ATTRITION MEASUREMENTS
CAN TELL YOU ABOUT A BUSINESS
Attrition can indicate direct and indirect conclusions about a business.
Direct Conclusions Possible:
• Indication of a company’s ability to set effective priorities
• Indication of the quality of customer care and service
• Indication of a company’s operational strengths and weaknesses
Indirect Conclusions Possible:
• Probability of the company retaining remaining customers and to what extent
• Probability of the company attracting new customers and to what extent
• Company’s strength in managing their business in a competitive environment
The attrition results can be traced back, in part, to the origin of the new system as
marketed or sold. It continues to be supported by the figures that the greater the customer
investment in a security system, the more likely that you will experience less attrition or
customer losses. The financial community continues to focus on the credit score of a
customer as a leading indicator of the likelihood of losses that a low credit score will
yield. In the current multi-credit check environment that exists today, access to customer
credit history is readily available. This multi-credit check environment has a negative
impact on a consumer’s credit score through activity, which has nothing to do with
increasing credit risk. This “personal attrition characterization” continues to lose some of
its newfound validity as a leading indicator of predicting customer’s attrition.
12
TRACKING ATTRITION CAUSES
Attrition is a measurement of the company’s ability to provide timely and competent
service, from the installation thru to the termination process (move to a rest home/nursing
care). There will be Acts of God (Hurricane Andrew – Homestead, Florida in 1992) and
economic downturns (1991 Recession with the Northeast and Southwest United States)
that also impact attrition beyond “service” causes. The reasons for the “dissatisfaction
measurement” are, for the most part, company caused and the attrition tracking process
should be managed to identify and rectify those causes within each organization. Listed
below are some of the main reasons why an account cancels its monitoring/maintenance
service:
• Poor Service
• Slow Respond to Add, Move and Change
• Lost to Competitor
• Out of Business
• Relocated Out of Market
• Bad Debt
• Monitoring Response Problems
• Billing Problems
• Deceased/Rest Home
• Price Increase
• End of Contract Term
TRG Associates implemented a universal Excel/Lotus attrition tracking system that
creates a template by which to measure the causes and amount of attrition. A copy of the
template is attached in Exhibit A.
13
ATTRITION CASE STUDY
Recently TRG Associates, Inc. (TRG) completed an historical attrition analysis on one of
the larger electronic security alarm companies in the industry. The company had
accumulated customers through all the varied growth channels, which offered an
opportunity to complete an attrition analysis on those different channels. TRG’s analysis
was designed to segregate the existing customer base by the various types and sources in
order to determine which segments of the base were responsible for the majority of the
Company’s attrition. Clearly, the growth channel analysis that follows demonstrated that
the customer origination channel contributed to the attrition characteristic of that segment
of the base. The following is an overview of the analysis process and associated results.
Analysis of RMR
The customer database provided both active and inactive customer RMR, the information also
included several identifying codes designed to give company management the ability to track
the customer RMR using various criteria. The following tables describe the segregation of the
RMR by types and sources included in the data:
RMR By Type
Commercial Accounts
Residential Accounts
Dealer Program Accounts
National Accounts
Wholesale Accounts
Other Accounts
RMR by Source
RMR by Acquisition
RMR by Dealer
Internally Generated RMR/ Other
The annual attrition calculation was based on the RMR at the start of each year plus the
RMR added during the year (Modified Static Pool Calculation).
It is important to note that the amount of RMR cancelled in the analysis was in part due
to an over 90 day accounts receivable status (120 days for National Accounts) and was
not adjusted for slow pay accounts (accounts that pay RMR charges consistently despite
maintaining a balance past due 90/120 days or more). All accounts with an over 90/120
status were simply cancelled in this calculation process to yield a “conservative” nonperforming
account status and thus force the account into a cancelled status.
14
Attrition Results
Based on the review, TRG compiled a detailed RMR analysis by customer RMR source
and type (channel). These calculations reflect the gross attrition levels experienced by
the various segments of the customer base, and do not take into consideration any
account re-signs or other RMR “Adds, Moves and Changes” that may have coincided
with the cancellations. Any account with an over 90 day due status, regardless of
extenuating circumstances, was included in the attrition figures at the point the account
became 90 days past due. We purposely pushed the attrition back to properly restate the
import of non-paying accounts that were still active in the billing system.
Acquired RMR The customer base included customer accounts divided almost equally
between residential and commercial. It is important to note that the National account
RMR and the Wholesale account RMR were analyzed separately, and are not included in
this Acquired RMR attrition analysis. The attrition rates for the acquired RMR portion of
the base were calculated as follows:
Acquisition Coded RMR – Gross Attrition Analysis
Commercial Commercial Residential Residential
(No Over 90 (Including Over (No Over 90 (Including Over
RMR
Adjustment)
90 RMR as
Attrition)
RMR
Adjustment)
90 RMR as
Attrition)
Year 1 Annual 26.57% 26.97% 26.47% 26.56%
Year 2 Annual 16.14% 19.36% 14.99% 16.74%
The early acquisitions suffered from all the “ills” of account assimilation, as the
acquisition program remained active during Year 1. As the acquisition pace slowed, the
newly acquired RMR of Year 2 cancelled at a slower pace. Also the Year 1 acquired
customer bases were predominately residential. The later acquisitions were more focused
on the commercial market place.
Internally Generated RMR The customer base included customer accounts that were
approximately 2/3 residential and 1/3 commercial. The attrition rates for this portion of
the base were as follows:
Internally Generated RMR – Attrition Analysis
Commercial Commercial Residential Residential
(No Over 90 (Including Over (No Over 90 (Including Over
RMR
Adjustment)
90 RMR as
Attrition)
RMR
Adjustment)
90 RMR as
Attrition)
Year 1 Annual 21.84% 22.45% 24.30% 24.38%
Year 2 Annual 13.88% 18.09% 10.95% 15.22%
15
Even in the most difficult of operating environments, the internally generated accounts
experienced lower attrition characteristics versus the Acquired RMR.
Dealer Program RMR The customer base included accounts that were obtained thru a
national dealer program. The attrition rates for this portion of the base are as follows:
Dealer RMR – Attrition Analysis
Residential Residential
(No Over 90 RMR
Adjustment)
(Including Over 90 RMR as
Attrition)
Year 1 Annual 34.87% 35.55%
Year 2 Annual 13.77% 29.79%
A significant portion of the RMR added in Year 1 and the beginning of Year 2 came from
aggressive mass marketing efforts, and as a result the quality of customers added during
the period slipped. These efforts were significantly scaled back towards the end of the
year 2 and as a result, the attrition levels consistently decreased.
National Account RMR The customer base included a substantial amount of actively
billed National Account RMR. The attrition rates for this portion of the base were as
follows:
National Account RMR - Attrition Analysis
(No Over 120 RMR
Adjustment)
(Including Over 120
RMR as Attrition)
Year 1 Annual 22.3% 22.3%
Year 2 Annual 22.4% 60.7%
The high levels of attrition experienced in early Year 1 were in part due to the method
employed to convert the billing of acquired accounts into the billing software used by the
Company. The Company did not eliminate inactive accounts from the acquired databases
prior to converting to a new billing system; instead these accounts were transferred into
the new system and then eliminated (cancelled).
During the project, TRG worked to remove the impact of some of the data base
inaccuracies so as to be dealing only with the customer’s start date, last pay date or
cancelled date which ever was earlier. We also worked to transpose the appropriate
customer start date versus the acquired date (date of assimilation) as we presented the
vintage of the “performing account” base by channel. This analysis led to being able to
represent the true length of service that the segments of the performing customer base had
been active for – no matter when acquired or internally generated.
16
CONSENSUS AND ATTRITION MANAGEMENT
While we have discussed multiple methods of calculating attrition and given examples of
TRG’s clients most frequently used methods; the purpose of this discussion is to generate
a conversation/exchange of ideas about these methods to encourage forming a consensus
on the measurement methods and definitions for attrition terms. With a common,
selected method or methods, the industry can begin to better identify, in a comparable
form, the attrition characteristics of a customer base as a whole or within the channels of
the customer base as we described in our example.
This dialogue on Attrition is intended to generate an exchange of ideas that will
culminate in a special presentation on Attrition in April at the Mid-Year CSAA meeting
in Tucson, AZ. As importantly, we will discuss in detail, at that time, the various
methods, policies and incentive plans available to minimize attrition – gross and net.
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