CUSTOMER CHURN DASHBOARD

Churn analysis is the evaluation of a company’s customer loss rate in order to reduce it. Churn can be minimized by assessing your product and how people use it. The analysis was carried out using PWC Switzerland job simulation dataset which contained a total of 63,288 rows of data about customers and the different services there signed up for with the company.

Data Profiling was carried using power query to check out for errors, Duplicates Values and inconsistencies in the dataset; then the data was aggregated to enable accurate visualization of the required metrics. Finally it was visualized using power bi after defining KPI's.

KPI's Used Include: Maximum Monthly Revenue, Average Monthly Revenue, Total Monthly Revenue, Total Customers, Total Administrative Ticket, Total Technical Tickets.

The analysis revealed that 16821 customers are at risk of churn and phone service had the highest number of customers (1699) at churn risk. This could be due to lack of customer satisfaction which can happen when solutions are not being offered to customers query's. The percentage of both male and female customers which were at churn risk are 50.2% and 49.7% respectively. 

Actionable Insights Include:

.....Customer representees should be trained on how to answer and solve each customers complaint/request.

.....Customer Feedback data on their satisfaction rating should be collected from time to time in order to understand the specific areas that requires urgent improvement.