Publication Date



Key Findings:

• As rates of voluntary turnover climb within key business units, customers are more likely to report bad customer service.

• When new workers arrive, established workers have to take time away from customer service to train the new workers in procedures and company culture.

• Work units with lots of new employees have more trouble managing turnover and receive the lowest customer service ratings.

• Bigger may not be better—larger work units have particular difficulty managing turnover and receive lower customer service scores than smaller ones.

• A tight, cohesive work group seems to suffer from turnover as much as a less-bonded group.


Suggested Citation
Center for Advanced Human Resource Studies. (2009, November). Customers suffer from employee churn: High turnover makes it harder to provide top service (CAHRS ResearchLink No. 1). Ithaca, NY: Cornell University, ILR School.