💾 The data
The data consists of four parts:
- Customer status: the status and reason why customers churned
- Demographics: demographic data on each customer
- Contract information: information on the type of contract
- Subscription types & charges: numerical data on how the customer uses his subscription
More information about the data can be found here.
➡️ The data can be downloaded from the Files section: click File > Show workbook files.
💪 Challenge
- Using Excel, analyze the data and create visuals to answer the following questions:
- What is the average churn rate?
- What are the main reasons customers churn?
- Are there differences in churn rate between customers that consume less than 3 GB of data and more than that? Do you see differences between customers with an unlimited subscription?
- Don't feel limited by the questions above, you're encouraged to use your skills and creativity to make your worksheet your own.
- Create a screenshot of your (main) Excel worksheet, and paste it into the designated field hereunder.
- Summarize your findings in an executive summary.
📷 Dashboard screenshot
🧾 Executive summary
• Average churn rate of 27%.
• Main churn reason is competitor offers.
• Most churn rate overall are customers with more than 3GB/Month of data usage.
• Unlimited data plan does affect churn rates of customers under 3GB/month: No unlimited data plan increased churn rate of ≤ 3GB/Month from 30% to 50%.
• Account Length (in months) and Churn Label have a moderate negative correlation. As Account Length increases, the likelihood of Churn decreases, though not very strongly.
suggestions
• Create better offers than the competitions.
• To retain customers with ≤ 3GB/Month of data usage offer the unlimited plan.
• Focus on trying to retain newer customers, as Account Length increases, the likelihood of Churn decreases.
• Improve customer support training.
• See where pricing can be lowered and product improved.