[POWER BI] User Churn Analysis

I. Introduction

1. Introduction to Dataset

• User churn refers to the phenomenon of customers or users of a product or service disengaging or ceasing to use it over time, which can be detrimental to the business.
• Understanding the reasons why users churn can help companies develop strategies to retain their customers and improve their overall product or service.
• The dataset includes a dim table containing information about users of a telecommunications network company, including fields of demographic information and information related to the user's churn.

2. Data Dictionary

3. Business Questions

• Create an overview dashboard for managers that displays the churn status of users and helps identify which users are part of the churn group.
• Develop solutions to improve the situation and reduce user churn.

II. Design Thinking Method

Here are the five steps of design thinking:

Step 1 - Empathize

Step 2 - Define

Step 3 - Ideate

Step 4 - Prototype

Step 5 - Review

III. Visualization

1. Customer churn overview

2. Age, ayment method, contract and charges

3. Customer Service Problems

4. Monthly GB download and Extra charges

IV. Insights

• Competitors have better offers + prices than our company.
• Our customer service is not good, churn customers have a much higher avg customer service call rate = 2.4 than average.
• Customers who use 0 - 10 gb of monthly download and subscribe to Unlimited Data plan have a higher churn rate than the rest of the group.
• Customers with "month to month" contracts have a high churn rate of almost 90%.

V. Recommendations

• Need to improve customer service: optimize the problem-solving process: quickly for customers, avoid the situation that customers call many times without solving the problem.
• It is necessary to have online + phone consultants to solve the problems that customers encounter
• Customers who sign up for a month to month contract need to have incentives for: top up, preferential data packages to retain this group of customers.
• Need to improve the unlimited data package in terms of price or create a really preferential data package for the group of customers who need to use from 0 to 10 gb monthly.
• Create great offers for new customers, but also have incentives and gratitude for loyal customers, but customers churn because competitors are better than our company 45% of the reason for churn.