Project Summary
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
Interactive Dashboard
Explore the live dashboard below