Telecom Churn Analysis – Power BI Report

Project Overview

This project analyzes customer churn for a telecom company using an interactive Power BI dashboard.
The goal is to understand how many customers are leaving (churn), who is churning, and why they are churning, so that the business can design better retention strategies.

The report answers questions like:

• What is the overall churn rate?
• Which age group, gender, state, or tenure segment has higher churn?
• Which payment method, contract type, and internet type are associated with more churn?
• Which services (Streaming TV, Phone Service, etc.) are most common among churned customers?
• What are the key reasons and categories behind churn?

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Business Problem

Telecom companies operate in a highly competitive market.
Losing customers (churn) directly affects revenue and growth.
This report helps business stakeholders:

• Identify high-risk customer segments
• Understand drivers of churn (competitor offers, dissatisfaction, pricing, service attitude, etc.)
• Prioritize actions and campaigns to reduce churn and improve customer experience

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Data & Definitions

Key metrics shown in the dashboard:

• Total_Customer – Total number of active customers in the data set

  • Value: 6,418

• Total Churn – Number of customers who have left (canceled services)

  • Value: 1,732

• New Joiners – Customers who recently joined within the selected period

  • Value: 411

• Churn rate – Percentage of customers who churned

  • Formula:
    Churn rate = (Total Churn / Total Customers) × 100
  • Value: 26.99%

Key Dimensions

• Gender – Male, Female
• Age Group – <20, 20–35, 35–50, >50
• Payment_Method – Mailed Check, Bank Withdrawal, Credit Card
• Contract – Month-to-month, One Year, Two Year
• Tenure Group – <6 months, 6–12 months, 12–18 months, 18–24 months, >=24 months
• State – e.g., Jammu & Kashmir, Assam, Jharkhand, Chhattisgarh, Delhi
• Internet_Type – Fiber Optic, Cable, DSL, None
• Services – Unlimited_Data, Streaming_TV, Streaming_Music, Streaming_Movies, Premium_Support, Phone_Service, Paperless_Billing, Online_Security, Online_Backup, Multiple_Lines, Internet_Service, Device_Protection
• Churn_Category – Competitor, Attitude, Dissatisfaction, Price, Other
• Churn_Reason – Detailed reason like:
  • Attitude of service provider
  • Attitude of support person
  • Competitor had better devices
  • Competitor made better offer
  • Competitor offered higher download speeds
  • Competitor offered more data
  • Deceased
  • Don’t know

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Report Structure

Page 1 – Overview Dashboard

Main KPIs and segment analyses:

1. KPI Cards

   • Total_Customer
   • Total Churn
   • New Joiners
   • Churn rate

2. Total Churn by Gender (Donut chart)

   • Female churners: 1,111 (64% of churners)
   • Male churners: 621 (36% of churners)

3. Total Churn and Churn rate by Age Group (Clustered column + line)

   • <20: 27 churned, ~23.08% churn rate
   • 20–35: 388 churned, ~23.54% churn rate
   • 35–50: 436 churned, ~24.02% churn rate
   • >50: 881 churned, 31.04% churn rate (highest)

4. Churn rate by Payment_Method (Bar chart)

   • Mailed Check: 37.82%
   • Bank Withdrawal: 34.43%
   • Credit Card: 14.80%

5. Churn rate by Contract (Bar chart)

   • Month-to-month: highest churn rate
   • One Year / Two Year: significantly lower churn

6. Total_Customer and Churn rate by Tenure Group (Column + line)

   • <6 months: ~1.1K customers, ~26.37% churn
   • 6–12 months: ~1.3K customers, ~27.50% churn
   • 12–18 months: ~1.0K customers, ~26.08% churn
   • 18–24 months: ~1.0K customers, ~27.16% churn
   • >=24 months: ~2.1K customers, ~27.24% churn

7. Churn rate by State (Bar chart – Top states)

   • Jammu & Kashmir: 57.19% (very high)
   • Assam: 38.13%
   • Jharkhand: 34.51%
   • Chhattisgarh: 30.51%
   • Delhi: 29.92%

8. Total Churn by Churn_Category (Bar chart)

   • Competitor: 761
   • Attitude: 301
   • Dissatisfaction: 300
   • Price: 196
   • Other: 174

9. Churn rate by Internet_Type (Bar chart)

   • Fiber Optic: 41.10% (highest churn)
   • Cable: 25.72%
   • DSL: 19.37%
   • None: 7.84%

10. Churn by services (Matrix / Table)

    • For each service, shows the distribution of churned customers with No and Yes
    • Example:
      • Unlimited_Data – No: 19.92%, Yes: 80.08%
      • Phone_Service – No: 9.41%, Yes: 90.59%
      • Premium_Support – No: 83.49%, Yes: 16.51%
      • etc.

11. Slicers (Filters)

    • Marital status – Married / All
    • Monthly Charged Range – filter based on monthly bill amount

Page 2 – Churn Reason Detail

A detailed table listing Churn_Reason vs Total Churn count:

• Attitude of service provider – 93
• Attitude of support person – 208
• Competitor had better devices – 289
• Competitor made better offer – 274
• Competitor offered higher download speeds – 92
• Competitor offered more data – 106
• Deceased – 5
• Don’t know – 124
• Total: 1,732 churned customers

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🔍 Key Insights (Summary)

• Overall churn rate is ~27%, which is high and needs attention.
• Females represent a larger share of churners (64%) than males.
• Older customers (>50 years) churn at the highest rate (31.04%).
• Mailed check and bank withdrawal customers churn much more than credit card customers.
• Month-to-month contracts are risky and strongly associated with churn.
• Fiber optic internet users have the highest churn rate (41.10%), indicating possible service/expectation issues.
• Jammu & Kashmir and Assam show critical churn levels compared to other states.
• The top churn category is Competitor (761 churns) followed by Attitude and Dissatisfaction, suggesting:
  • Competitors are offering better devices, prices, or speed.
  • Customer service and support attitude need improvement.
• Very few churns are due to “Deceased” or “Don’t know”, so most churn has actionable reasons.