Customer ChurnTABLEAU

California was the state with the highest churn rate, with competition being a great contributor to this rate.

Customers on the month-to-month plan were more likely to churn than customer on the one-year and two-year plan.

Churn is between 34%- 44% between ages 15 to 60 but increasing sharply as the ages increases.

Customers in groups were almost two times less likely to churn.

Customers with an international plan but were unactive had an extreme churn rate of over 70%. 

For a service company offering seamless services, an average call per customer of 0.92 is alarming.

Attitude, disatifaction and price are some other factors that stood out for the reasons customers churn.

In California, which had the highest churn rate mainly due to competition, research should be done into how to match the offers made by competitors to limit the churn rate.

Inactive international plan users should be advised on the possibility of downgrading to cheaper packages that match their current data usage to reduce churn based on costs.

Likewise, non-international plan users that pay extra for every international transaction should be advised to upgrade to the international plan to enjoy the benefits of paying less for international transactions while reducing churn.

Users with an unlimited plan with a data usage of less than 10GB per month could be advised to downgrade to reduce costs and hence reduce churn.

Users over the age of 65 with a churn rate from 50% to 83% and an associated 30% higher customer service calls (1.19 calls per customer)  could be prioritized to reduce the higher churn rates.