Customer churn rate by industry U.S. 2018

Although the results were close, the industry in the United States where customers were most likely to leave their current provider is the cable television, with a 28 percent churn rate in 2018.

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.

Cable television customer churn

The churn rate of U.S. cable television services is over twice that of many other developed countries. One reason for this may be due to the higher number of providers in the U.S., facilitating more competition (at least in some areas). The overall decline in the pay television market is likely the most significant factor though. As the number of users of online subscription services such as Netflix has grown over time, the number of households using traditional forms of television has shrunk.

Customer churn rate in the United States in 2018, by industry

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Release date

January 2019


United States

Survey time period

August 2018

Number of respondents

1,002 respondents

Age group

18-65 years

Method of interview

Online survey

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Statistics on "Customer service in the U.S."

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