Analyzing customer churn drivers to design retention strategies and protect revenue.
This project analyzes a dataset of 7,043 customers, where 26.5% (1,869) have churned. The analysis identifies key churn drivers across internet service type, support/protection services, contract length, and payment methods. Insights are translated into actionable recommendations for retention campaigns and business impact projections.
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Internet Service Type
- Fiber optic users churn at ~42% (highest).
- DSL users churn at ~19%.
- No internet service churn at ~8%.
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Support & Protection Services
- Lack of Online Security, Backup, or Tech Support increases churn risk by 20–25 percentage points.
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Streaming Services
- Streaming TV/Movies show negligible impact (~35% churn both groups).
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Phone Service & Multiple Lines
- Minimal influence on churn (~25–26%).
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Contracts & Billing
- Month‑to‑month contracts: ~43% churn.
- One‑year contracts: ~11% churn.
- Two‑year contracts: ~3% churn.
- Electronic check payments: ~45% churn vs. ~15% for credit card/bank transfer.
- Retention Campaigns for Fiber Optic Customers: Loyalty discounts, service quality guarantees.
- Bundle Support Services: Promote Online Security, Backup, Tech Support packages.
- Contract Incentives: Encourage one‑ and two‑year contracts with rewards.
- Payment Method Optimization: Incentivize auto‑pay via credit card/bank transfer.
- Customer Education: Communicate benefits of bundled services and long‑term contracts.
If 20% of fiber optic customers adopt bundled support services and switch to annual contracts:
- ~400 customers retained annually.
- ~$400K–$600K revenue retained per year (assuming $1,000–$1,500 average annual revenue per customer).
- Python → Pandas, NumPy, Matplotlib, Seaborn (EDA & visualization)
- SQL → Business queries, churn segmentation
- Excel → Dashboard design, KPI reporting
Pooja — Aspiring Data Analyst | IBM Certified | Skilled in Excel, SQL, and Python
📍 New Delhi, India