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Analyzing customer churn in Excel

📖 Background

Are you ready to apply your Excel skills? For subscription-based businesses, reducing customer churn is a top priority. In this Excel competition, you'll investigate a dataset from telecom company Databel and analyze their churn rates.

Analyzing churn doesn’t just mean knowing the churn rate: it’s also about figuring out why customers are churning at the rate they are and how to reduce churn. Answer these questions by creating calculated columns, building PivotTables, and creating an eye-catching dashboard.

Use this Datalab workbook to download the data and import it in Excel on your machine. When you're finished, share your work by attaching your .xlsx file to this workbook. To do so, click File > Show workbook files, and then upload the file, or by dragging and dropping the file on the editor.

💾 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

  1. 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?
  1. Don't feel limited by the questions above, you're encouraged to use your skills and creativity to make your worksheet your own.
  2. Create a screenshot of your (main) Excel worksheet, and paste it into the designated field hereunder.
  3. Summarize your findings in an executive summary.

✅ Checklist before publishing

  • Make sure to upload your Excel .xlsx file to this Datalab workbook, by clicking File > Show workbook files, and then upload the file, or by dragging and dropping the file on the editor.
  • Remove redundant text cells like data background, challenge, and this checklist. You can add cells if necessary. Make your publication stand out!

📷 Dashboard screenshot

🧾 Executive summary

<In a couple of lines, write your main findings here.>

A total of 26.86% of customers have churned, representing $1,367,515 in lost revenue. The data shows that the main reason customers leave is due to competitors offering better services. Additionally, the group with an account length between 1-10 months has the highest concentration of churned customers. On the other hand, nearly 90% of churned customers have the international plan and a month-to-month contract.

🌐 Upload your Excel file

Upload your .xlsx file by clicking File > Show workbook files, and then upload the file.

✍️ Judging criteria

This competition will not be judged. Use this opportunity to apply your Excel skills, and compare your work with your peers after the competition ends!

⌛️ Time is ticking. Good luck!