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Attrition Measurement Update Year End 2010 DevelopING Meaningful Trends

Attrition Measurement Update Year End 2010 DevelopING Meaningful Trends. Prepared By: TRG Associates, Inc. ph: 860-395-0548 fax: 860-388-5300. Defining Attrition. Gross Attrition

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Attrition Measurement Update Year End 2010 DevelopING Meaningful Trends

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  1. Attrition MeasurementUpdate Year End 2010DevelopING MeaningfulTrends Prepared By: TRG Associates, Inc. ph: 860-395-0548 fax: 860-388-5300 www.trgassociates.com

  2. Defining Attrition Gross Attrition • The loss of existing customers and their associated recurring revenue for contracted services during a particular customer / calendar cycle Net Attrition • Gross Attrition plus the add back of “like customer” gains thru resigns of the existing locations – - The Home/Business location is your ultimate customer - Price increases for inflation - Price increases for additional services or technology www.trgassociates.com

  3. Defining Attrition The Short Version • The measurement of customer dissatisfaction with or need for the system Why Measure? • Attrition measures customer dissatisfaction which, for the most part, is company caused. • The Attrition Tracking Process should be managed to identify, focus on, and rectify those causes within each organization. www.trgassociates.com

  4. Attrition MeasurementMethodology Weighted Ending RMR Attrition Method Step 1: Cancelled RMR for the Reporting Period = Monthly Attrition Sum of Ending RMR for Each Month Step 2: Monthly Attrition (from Step 1)* 12 = Annualized Attrition www.trgassociates.com

  5. Pro’s & Con’s of Weighted Ending RMR Method www.trgassociates.com

  6. Continuing to Refine the Database • Existing Geography • NE/Mid Atlantic • Southeast • Midwest • Southwest • West • International www.trgassociates.com

  7. www.trgassociates.com www.trgassociates.com

  8. Annual TrendDollars of RMR www.trgassociates.com

  9. Annual TrendDollars of RMR www.trgassociates.com

  10. Annual TrendDollars of RMR www.trgassociates.com

  11. Annual TrendDollars of RMR www.trgassociates.com

  12. Attrition Updatethrough Year End 2010 www.trgassociates.com

  13. Attrition Updatethrough Year End 2010 www.trgassociates.com

  14. Attrition Updatethrough Year End 2010 www.trgassociates.com

  15. Attrition Updatethrough Year End 2010 www.trgassociates.com

  16. Impact on Attrition Measurement with Publicly Held Company Results Sources: SDM May 2011 – SDM 100 SEC Filings 10K Public Quarterly Company Reviews www.trgassociates.com

  17. Reason Code Analysis www.trgassociates.com

  18. Impact on AttritionCustomer System Usage Source:Alarm.com Attrition Study www.trgassociates.com

  19. TRG Maintains Full Confidentiality of Participant’s Figures • Summary results as presented will be available on CSAA Web-Site TRG Web-Site (www.trgassociates.com) • Next update for 2011 – April 2012 Posted in June 2012 www.trgassociates.com

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