Customer Churn Analysis

This project corresponds to creating a customer churn dashboard as part of the PWC Switzerland Power BI Virtual Case Experience Program hosted by Forage.

Objective

To give you a background of the task, the retention manager of a telecom company asked to put together a dashboard that highlights the following KPIs about customer retention. KPIs to be delivered:

• Demographic info about customers – gender, age range, and if they have partners and dependents. • Customer account information:

1. Brand Loyalty
2. Contract Details
3. Payment Channels
4. Paperless Billing
5. Monthly & Total Charges
6. Periodicity of Tickets Raised

• Customers who left within the last month

• Services each customer has signed up for:

1. Phone Service & Multiple Lines
2. Internet Services
3. Online Security
4. Online Backup
5. Device Protection
6. Tech Support
7. Streaming TV & Movies

Here is the breakdown of my thought process

Data Extraction Process:

In this project, I effectively utilized SQL Server Management Studio to import data stored in CSV format.

Data Cleaning & Validation Process:

The dataset, consisting of a single table known as the Customer Churn Table, was meticulously cleaned and prepared for the project using SQL Server Management Studio (SSMS). Various transformations, such as replacing values and adding columns, were implemented to enhance the table.

Data Modelling Process:

After applying all desired changes, the table was seamlessly loaded into the Power BI canvas using the Direct Query feature. As only one table was involved, no data modelling was necessary.

Data Analysis & Visualization Process:

A comprehensive set of measures was devised to analyze the key performance indicators (KPIs) and presented in a dashboard format containing an array of visuals.

The static images of the dashboard are revealed below (Click on the image to view it.)

Your thoughts and feedback on this project are much appreciated.