Why customer are churning from a Telecom Provider(Databel)
Why Churning customers from a telecom Provider(Databel)
Churn: Rate of customers stop doing business with an entity Churn rate =Number of churned customers / total number of customers
Dataset : Table containing Columns=29, rows one per column
Datacheck: Is Number of customers equal to number of unique customer? Creating two measures: Number of Customers and Number of Unique Customers Visualization result: Both numbers matches and is 6687
Datacheck: Churn Label has text format answers like"yes" or "no" converting them to binomial column for easy calculation: creating new column called "Churned" for churn to show binary values.
New measure:number of churned customers in column churned
Investigation : Reason for churning Insights: Top 3 reasons why customers are churning:Competitor made better offer so approximately 74% customers are churning Competitors have better device And Attitude of Support person
Displaying all churn categories: A majority number of customers are churning comes under Attitude churning category then, competitor , dissatisfaction other reason and lastly price reason. Observation: Number of prevelant churn category is competitors
Churn Rate by state: Highest Churn Rate in state of America, AK is 28.85%
To check data quality and dublicay checking if Total customers are equal to unique customers. Yes then there are no dublicate rows
Key Performance Indicator(KPI): .No of customers .No of churn customer .Churn Rate
Churn Rate of Databel is 26.86% where number of churned customers is 1796 out of total customers 6687
Top 3 reason why Customers are Churning:
- Competitor made better offer
- Competitor had better device
- Attitude of support person
Top Churn Cateogries: Competitor Attitude of Support Person Dissatisfaction Price
Which State has heighest churn rate: CA in United State having 63% churn rate
Demographic Analysis in Churn Pattern: Which age group, gender, location based and income wise group of customer are churning or likely to be churn. Senior Citizen Churn more often and their churn rate is:38.46%
Age group 21-25 has highest number of customers that are using the service of company.
Group of customers that have lower phone bills are generally having low churn rate than that of higher phone bills.
Impact of contracts on churn rate:Females have more churn rate than other and for monthly contract type churn rate is high.
How unlimited data plan affect:Those having unlimited plan and less than 5gb consumption likely to churn more
INTERNATIONAL CALLS AFFECTS LOYALTY OF CUSTOMERS:People who have international plan but they are not active churning more.For this Databel needs to contact these customer and propose them to downgrade their plan. It will stop them from churning.