- Churn user refers to the cohort of users who have stopped using the services, If our churn rate is high, this could mean we are spending a lot of money on user acquisition but not getting the maximum ROI from the user.
- By identifying what the issues are, we can improve user retention — and subsequently revenue.
- This data set includes a dimension table containing information about users of a telecommunications network company, including fields of demographic information and information related to user churn.
- Create an overview dashboard for managers to see the churn situation of users and identify the user churn group, thereby offering solutions to improve this situation.
- Based on the generated analysis to provide insights and solutions.
Apply 5 steps of Design Thinking
Page 1 - Customer Overview
Page 2 - Customer Dashboard
Page 3 - Churn Reason
- Customer Overview will give a detailed view of the users of this telecommunications network with a total of 6678 users
- In the first line metric cards, the most notable is the CSC index (total number of calls to the call center / total number of customers) 92% in the Customer group and 239% in the Churner group, which shows that the customers who left are the customers who called the call center the most.
- The UDP measure of the Churner group is very high with 80.35%, indicating the problem with the Data Unlimited package.
- 95.5% of customers leaving are new customers, they have used less than 10 months
- Customers using month-to-month contracts have the highest churn rate, 87.92%
- Customers using the Direct Debit payment method had the highest churn rate, 71.10%
The 3 reasons customers churn the most are:
- Competitor make better offers - 30.86%
- Competitor had better devices - 30.24%
- Attitude of support person - 20.67%
- Improve customer service attitude and call quality (training/replacing personnel/increasing number of personnel, etc.), reducing CSC measure of Churner group.
- Encourage customers to use Group because Group users have a low abandonment rate of 5.51% (promotion for new customers to buy in groups, free group calls and messages, etc.)
- Encourage customers to use long-term contracts (Promotion for customers signing 1-year and 2-year contracts, etc.)
- Encourage customers to use Credit Card and Paper Check payment methods (Partnership with banks, promotions when customers pay cards, etc.)
- AVG of Monthly Download is less than 10GB/month, in Churner user group using 14.2% higher than average, indicating that churn customers need to improve data package (create data package under 10 GB, loyalty point feature used to exchange data, etc.)
- Improve Offer and Device to increase competitiveness.