TelcoX, a leading telecom provider, was facing high customer churn impacting revenue and market position. I performed a detailed churn analysis using Looker Studio to identify reasons behind customer attrition and suggest actionable strategies to improve retention.
Tools & Techniques
Google Looker Studio (Interactive Dashboards)
Google Sheets for Data Preparation
KPI and Segmentation Analysis
Data-Driven Business Recommendations
Key Insights
Overall Churn Rate: 26.54%, indicating high customer loss
Fiber Optic customers showed the highest churn rates
Month-to-Month contracts contributed to increased churn
New customers (0-6 months tenure) churned the most
Customers paying via Electronic Check churned at higher rates
Senior Citizens exhibited churn concerns due to tech challenges
Recommendations
Enhance Fiber Optic service quality and pricing strategy
Promote discounted long-term contracts to reduce churn
Strengthen new customer onboarding and engagement
Encourage automatic, seamless payment methods
Offer senior-friendly service plans and dedicated support