Customer Churn Analysis

This project corresponds to creating a customer churn dashboard as part of the PWC Switzerland Power BI Virtual Case Experience Program hosted by Forage.

Objective

To give you a background of the task, the retention manager of a telecom company asked to put together a dashboard that highlights the following KPIs about customer retention. KPIs to be delivered:

• Demographic info about customers – gender, age range, and if they have partners and dependents. • Customer account information:

         1. Brand Loyalty

         2. Contract Details

         3. Payment Channels

         4. Paperless Billing

         5. Monthly & Total Charges

         6. Periodicity of Tickets Raised

• Customers who left within the last month

• Services each customer has signed up for:

                       1.  Phone Service & Multiple Lines, 

                       2.  Internet Services

                       3.  Online Security

                       4.  Online Backup       

                       5.  Device Protection 

                       6.  Tech Support 

                       7.   Streaming TV & Movies.

Procedure

The dataset comprising one table (Customer Churn Table) was cleaned and prepped for this project using SQL Server Management Studio (SSMS). Changes like replacing values and adding columns were made to the table. After applying all the desired changes, it was loaded into the Power BI canvas using the Direct Query feature. No data modelling was required as there was only one table. A set of measures were created to analyze the KPIs and visualized in a dashboard format containing various visuals.

The static images of the dashboard are revealed below (Click on the image to view it.)

Your thoughts and feedback on this project are much appreciated.