Telecom Customer Churn Analysis

PowerBI Project - Telecom Customer Churn Analysis

About the data-set : The data-set has various information regarding customers of a telecom company based in California, USA. Time period range is 1 Quarter. The data is regarding various services opted by customers, their monthly expenditure, total revenue from each customer till now and regarding customers who moved away from this company along with the reason.

After analyzing the data-set I framed multiple points that need to be investigated that are as follows:

1. No. of customers based on age group.
2. Top 5 cities with most customers.
3. Trend in Tenure of customers (In months)
4. Revenue lost due to churning by customers
5. Major reasons of churning

Step 1 - Data Cleaning The data-set was incomplete with various null and blank values. I corrected them while referring data-dictionary provided along the data-set.

Step 2 - Adding various Measures in PowerBI based on questions that I framed.

Step 3 - Using the measures and cleaned data to build various diagrams ultimately creating the dashboard.

Step 4 - Finding Insights: The average monthly expenditure by customers who churned is more than those who have stayed. This is a worrying trend.

One of the most important reason for churning was : Poor customer service. The company should immediately look at the process of dealing with customer grievances.

Major churning happened simply due to better product and services provided by competitors. The company should do market research and see what the competitors are offering. The main focus of the company should be on improving their product and services.