Through a comprehensive Tableau analysis of 6,687 customer records, this project identified critical churn drivers and revealed that competitor offerings and poor customer service led to a 26.86% churn rate, enabling targeted retention strategies for high-risk segments.
The telecommunications company Databel faced a substantial customer retention challenge. With over a quarter of customers churning, understanding the underlying factors driving this behavior became crucial for developing effective retention strategies. The analysis needed to uncover patterns across multiple dimensions including demographics, service usage, and customer satisfaction metrics.
I developed a multi-faceted dashboard approach focusing on four key areas:
I leveraged Tableau to create interconnected visualizations that revealed several critical patterns:
The primary reasons for churn were competitor-related, with "competitor made better offer" and "competitor had better devices" being the top two reasons. Customer service issues, particularly the attitude of support personnel, emerged as the third most significant factor.
Age-based analysis showed increasing churn rates with age, ranging from 14% in younger demographics to over 50% in the 85+ age bracket. Customers not belonging to any group showed a significantly higher churn rate of 32.85% compared to those in groups.
Data plan analysis revealed that unlimited data plan subscribers had consistently higher churn rates across all usage brackets, with rates between 27.72% to 34.71%. International plan usage showed a striking pattern - customers with active international plans but no international usage had a 66.67% churn rate.
The analysis uncovered several actionable insights: