powerBi Telco Customer Churn
This Power BI report explores customer churn patterns in a telecommunications company, using a combination of demographic data, service usage, billing behavior, and contract details. The dashboard is designed to help understand what drives customer attrition, which profiles are at higher risk, and how specific business decisions such as pricing or service bundling relate to customer retention.
(Summary of dashboard insights below visualizations)
Video Project Walkthrough:
Dashboard Key Insights
The dashboard uncovers several key factors influencing churn. Customers with high monthly charges, those without dependents, and those who are not in a long-term contract are more likely to leave. Monthly charges between $68 and $106 see the highest churn rates, particularly when combined with limited service engagement.
Retention is stronger among customers on annual or two-year contracts, especially when paired with automatic payment methods. Electronic check users and month-to-month contracts show the highest churn, suggesting that convenience and commitment play a role in retention.
Demographic patterns also contribute. Seniors and those without partners or dependents churn at higher rates, while customers using paperless billing or with online security features are more likely to stay.
The relationship between number of services used and churn is clear. Most churn occurs among customers using only one or two services, with retention increasing as more services are bundled together. This suggests that multi-service users are more invested in the company and less likely to leave.
By bringing these patterns together, the dashboard helps identify at-risk segments and shows where intervention—whether through better pricing, support, or targeted offers—could make the greatest impact.