Retention Solutions: Assessing and Addressing Attrition

This snapshot provides an overview of a comprehensive needs assessment aimed at understanding and improving member retention. It examines the optimal attrition rate for the organization, evaluates the current rate, and identifies underlying factors contributing to higher-than-expected turnover.

Through this analysis, the assessment seeks to uncover root causes, highlight key trends, and inform the development of targeted, data-driven strategies. The ultimate objective is to deliver actionable insights that guide effective interventions and long-term solutions to reduce attrition and strengthen member engagement.

Industry
Health & Wellness

Focus
Performance Enablement

Scope
Attrition Analysis & Reduction, Member Retention Improvement, Turnover Insights & Solutions, Engagement & Retention Strategy

The Challenge

The organization has been experiencing a persistent gap between its desired and actual attrition rates. Over the past two years (2022 and 2023), the average company-wide attrition has consistently ranged between 11% and 14%, nearly double the target threshold. This elevated turnover not only increases recruitment and training costs but also disrupts continuity, impacts productivity, and poses risks to overall member engagement and satisfaction.

The company has set a strategic goal to reduce member attrition to below 7%, requiring a clear understanding of the underlying causes, actionable insights, and the implementation of targeted, sustainable solutions to bridge this gap.

The Opportunity

Design and implement solutions to achieve the following outcomes:

• Retention: Identified attrition patterns and implemented tailored strategies that reduced turnover and strengthened long-term loyalty.

• Engagement: Enhanced onboarding experiences, equipped leaders with coaching tools, and launched communication initiatives to foster stronger connections.

• Data-Driven Improvement: Leveraged analytics to uncover root causes and provided actionable insights to guide strategic decision-making.

Our Approach

To address the challenge, a comprehensive end-to-end needs assessment was conducted, which included:

• Analysis of the business challenge – Defining the problem, its scope, and organizational impact.

• Data collection and examination – Gathering quantitative and qualitative insights to assess current performance and trends.

• Review of key findings – Identifying root causes, patterns, and areas for improvement.

• Presentation of tailored recommendations – Outlining strategic, actionable solutions aligned with objectives.

• Evaluation of outcomes – Measuring results and highlighting measurable improvements.

Conclusion

Achieving the company’s retention goals and reducing attrition to target levels will require a holistic, strategic approach. This includes addressing internal performance factors such as processes, culture, and leadership effectiveness, while also strengthening external engagement through improved member experience, proactive communication, and data-informed interventions. Sustained success will depend on continuous monitoring, adaptive strategies, and cross-functional alignment to drive long-term retention improvement.