Telecome Customer Churn

Insight The total number of customers in the telecom company is 7043, consisting of: Stayed customers: 4720, Joined (new) customers: 454, Churned (departed) customers: 1869

The total number of stayed customers is 4720, consisting of 2382 males and 2338 females. Among them, 2649 are married and 2071 are single. In the group of stayed customers, the majority have no family dependents such as children, grandparents, or parents. Additionally, the most active age range for stayed customers is between 19-30 years old. The total number of joined customers is 454, with 243 males and 211 females. Among them, 84 are married and 370 are single. In the group of joined customers, the majority have no family dependents. Moreover, the most common age range for joined customers is between 19-30 years old. The total number of churned customers is 1869, consisting of 930 males and 939 females. Among them, 669 are married and 1200 are single. In the group of churned customers, the majority have no family dependents. Additionally, the most common age range for churned customers is between 19-30 years old. The area with the highest number of churned customers is San Diego, with 185 customers and a loss of $31.99 million. Among the three profiles of stayed, joined, and churned customers, the majority of customers are single and have no family dependents. Additionally, this customer group is most active within the age range of 19-30 years old. The main factor leading to customer churn is competition from competitors. These competitors have an advantage in terms of superior devices, better offers, greater data provision, and higher download speeds. The impact of customers who churned resulted in a revenue loss of $313 million for the company, with a total of 1869 customers discontinuing their subscriptions Recommendation The recommendation for immediate prioritization of improvement, utilizing the Pareto diagram method, is to focus on the three categories: competitor, dissatisfaction, and attitude. These three categories represent 80% of the necessary improvements for the company. To address this, the following steps can be taken to enhance the situation: Conduct an in-depth analysis of competitors to understand their advantages and develop effective strategies to compete. Identify factors that contribute to customer dissatisfaction and take prompt corrective actions. This may involve evaluating services, products, or overall customer experience. Concentrate on improving customer attitudes and perceptions towards the company and its services. This can include employee training, service quality enhancements, and improved customer communication. By prioritizing improvements in these three categories, the company can allocate resources more efficiently, enhance customer satisfaction, and drive overall business successhttps://app.powerbi.com/view?r=eyJrIjoiZjVlNjBjYWEtMDZiNi00MWI4LTkzYTQtOWRmMTBjMDk1YWRhIiwidCI6ImRmODY3OWNkLWE4MGUtNDVkOC05OWFjLWM4M2VkN2ZmOTVhMCJ9