A study carried out in the United Kingdom shows that churn rates have skyrocketed in the last few years.

The increase of supply and the growing amount of information consumers have access to is leading to millions of clients changing providers every year in all types of products and services.

 In the U.K., the company Group 1 Software has calculated the churn percentages corresponding to the main activity sectors in that country, and the conclusions are worrisome. Since 2003, the average rate of annual client loss has gone from 16.9% to 19.1%. However, companies have not put themselves into retention or obtainment programs, but rather are more focused on improving the profitability of their consumer base.

The banking situation worsens

The most surprising data is that the greatest churn increase has occurred in Banking. In 2003, the percentage was under 10%, but in 2005 it is at 17.5%, putting the sector in fifth place in the ranking.

The study confirms the reality all over the world: services linked to telecommunications, such as mobile telephones (33.4% churn rate) and Internet connections (24%), are the ones with the least loyal clients. Increased supply has contributed to this, as well as low quality of service, which creates high levels of dissatisfaction.