Customer-Retention-and-Churn-Analysis

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Key Insights

• Customers left: 1,655 customers churned in the last month.
• Gender distribution: The female-to-male customer ratio is almost equal at 49.5% to 50.5%.

Plan distribution:

• 48 customers are on a 2-year plan.
• 166 customers are on a 1-year plan.
• No internet service: 1,526 customers (21.7% of the total) do not have internet service.
• Technical issues: 970 customers had at least one tech ticket.

Customer tenure:

• 1,033 customers have been with us for 6 years or more.
• 1,481 customers have been with us for less than a year.

Dependents and partners:

• 2,110 customers have dependents.
• 3,402 customers have partners.
• Senior citizens: We have 1,142 senior citizens.

Based on these findings, I would suggest the following actions:

• Promote yearly plans: Offering more incentives to shift monthly plan users to 1-year or 2-year plans could help improve retention.
• Target customers without Internet service: With 21.7% of customers not using Internet service, attractive internet service options could increase engagement and reduce churn.
• Proactive renewal reminders: We should send reminder emails to monthly plan customers before their plan expires, encouraging renewal and possibly offering a discount for committing to a longer-term strategy.