Customer Churn Analysis
Project Information
- Category: Data Visualization
- Source: DataCamp Case Study
- Tool: Tableau
- Focus: Churn Reduction Strategy
- Live Demo: View Dashboard
Databel: Customer Churn Analysis
Analyzing customer attrition metrics to identify root causes and develop retention strategies using Tableau.
Situation
Customer churn, or attrition, is a critical metric representing the loss of subscribers. This project focuses on analyzing Databel's churn data to identify the underlying reasons for customer loss. The analysis provides insights into various factors affecting churn, helping Databel make informed decisions to enhance customer retention.
Task
The primary objective was to answer critical business questions regarding churn rates, demographics, and contract types.
Key Business Questions Addressed:
- What is the total churn rate?
- Which state has the highest churn rate?
- Is the churn rate for senior citizens higher?
- What is the prevalent churn reason?
- What is the churn rate for unlimited plan users?
- Which group size has the lowest churn rate?
- What is the churn rate for Month-to-Month contracts?
- How does age (55-60) impact churn?
- How many international plan users churn without making calls?
- What is the churn rate for customers paying via Direct Debit?
- What is the churn rate in Alaska (AK) for Two-Year contracts?
- What is the impact of account length (< 12 months)?
- Average monthly charge for high-risk groups?
- Average customer service calls for churned users?
- Average extra data charges for non-unlimited plans?
Action
I created four interactive dashboard pages in Tableau to visualize these answers:
1. The Overview Page
Features donut charts, bar plots, and a map for a comprehensive view of churn data with dynamic filtering.
2. Age & Groups
Presents insights into age demographics and group contracts using interactive bar plots.
3. Payment & Contracts
Explores how payment methods (Direct Debit, etc.) and contract types (Month-to-Month vs. Year) correlate with churn.
4. International Plans
Utilizes matrix charts to analyze customers with international plans who do not utilize them.
Result
The Tableau analysis provided valuable insights into Databel's churn rates. The visualizations effectively communicated patterns such as high churn among senior citizens, month-to-month contracts, and customers with unused international plans. These findings enable stakeholders to implement targeted retention strategies.