Telecom Customer Churn Analytics Dashboard

Description:

An interactive dashboard analyzing customer churn drivers for a telecom company (SkyLink), identifying high-risk segments and optimizing retention strategies.

Key Insights & Features:

Churn Rate Analysis:

Tracked overall churn rate (26.86%, 1,796 churned customers) and high-risk segments (e.g., 53.9% churn for non-group-plan customers aged 50+).

Behavioral Drivers:

Top churn reasons: Price (30%), Competition (25%), Dissatisfaction (20%).

Payment method impact: Paper check users had 40% higher churn vs. direct debit.

Demographic Trends:

Age groups (50+) and account length (60% churn for month-to-month contracts).

State-wise variations (e.g., CA, TX showed highest churn).

Usage Patterns:

Customers using <5GB data churned 35% more than heavy users (10+ GB).

3.5+ service calls correlated with 2x higher churn likelihood.

Tools & Techniques:

Segmented Visuals: Bar charts, heatmaps, and trend lines.

Dynamic Filters: Slicers for contract type, payment method, and demographics.

Predictive Metrics: Avg. extra data charges ($33.64) and service calls (3.37) flagged retention risks.