Customer churn rate by industry U.S. 2020

Although the results were close, the industry in the United States where customers were most likely to leave their current provider due to poor customer service appears to be cable television, with a 25 percent churn rate in 2020.

Churn rate

Churn rate, sometimes also called attrition rate, is the percentage of customers that stop utilizing a service within a time given period. It is often used to measure businesses which have a contractual customer base, especially subscriber-based service models.