Customers remain indispensable in any part of an organization being that the loss of a customer can have adverse effect on the growth of the company. Hence, most organizations evaluate their customer churn rates in order to make predictions and devise strategies to prevent fall outs.

For this project however, an analysis was conducted on churn data for a fictional Telecommunications Company that provides phone and internet services to 7,043 customers in California.

1. How many customers joined the company during the last quarter?

2. What is the customer profile for a customer that churned, joined and stayed? Are they different?

3. What seem to be the key drivers of customer churn?

4. Is the company losing high value customers? If so, how can they retain them?

Loaded the CSV file into Excel using Power Query in order to wrangle and transform the data (checked for duplicates, renamed columns and ensured consistent formatting)

Imported the clean dataset into PostgreSQL in order to extract insights from the data (executed queries using CTEs, formulas and functions such as JOINS, UNION, CASE)

Exported the data into Power BI and developed a dashboard to visualize the results of the analysis

Recommended pro-active strategies and ways to further help minimize churn in order to mitigate customer attrition.

The overall churn rate of customers is 26.54% with the total number of churned customers being 1869 showing that the company has lost a significant portion of its customers

The difference between male and female customer churn is quite minimal which signifies that it might not necessarily be a factor driving churn

Longer tenures are associated with lower churn rates as customers that have been with the company for less than a year have the highest churn rate

The most preferred payment method by churned customers is bank withdrawal indicating that there could be issues regarding service dissatisfaction

Customers with monthly contracts have higher churn rates as there is little or no incentive to go into a one year or two year contract

Single customers have higher churn rates than the married customers as well as customers with no dependents compared to customers with dependents

The key drivers of churn identified by the customers as reasons for churning were predominantly competitors and attitude of support persons leading to service dissatisfaction

Since most of the churned customers only spent a few months with the company, customer loyalty should be built earlier on to mitigate customer attrition

To reduce churn, incentivize customers to switch to one year or two year contracts. Also, since there isn't much difference between the average monthly charges of all contract types, raising the average monthly charges for month to month contracts will enhance the switch and this will have a huge impact on the revenue

Develop campaign strategies that will attract more single customers to use the service

Improve customer satisfaction, provide efficient services as well as incentives and ensure proper customer support to reduce the rate at which customers switch to other competitors.