Part of Virtual Intership with pwc. Apply advanced data transformation methods in the Power BI platform to develop sophisticated reports and dashboards for Customer Retention Analysis. This project is designed to track key retention metrics, compare performance across various customer segments, analyze trends in retention rates, and identify factors influencing customer loyalty. The objective is to provide a visually intuitive representation of customer retention data, enabling insightful decision-making and strategic actions to enhance customer loyalty and satisfaction.

1. Power BI Desktop
Welcome to PhoneNow
Customer Risk
Analysis
Click on the items below to drill into the analytics
Churn Dashboard
- Demographics
- Customer Account Information
- Services
Date: June 2021
Virtual Case Experience: Power BI - Task 2 - Retention Manager
- internet service
- type of contract
- payment method
Key Performance
Indicators
1) Increase tech support
capacity for Fiber Optic
customers and lower tech tickets
per customer to 0.5
2) Increase sale of 1 and 2 year
contracts by 5% each
3) Yearly increase of automatic
payments by 5%

2. Power BI Desktop
Churn Dashboard
1869
Customers at risk
Customer account information Services customers signed up for
Demographics
50.2%
49.8%
Female Male
25%
Senior-Citizen
36%
Partner
17%
Dependents
Month-to-month
One year
Two year
89%
Electronic check
Mailed check
Bank transfer (…
Credit card (au…
57%
16%
14%
12%
Payment method
Paperless billing
74.91%
25.09%
Yes
No
$74.44
Monthly
$1,531.80
Total
Type of contract
69%
25%
6%
Fiber optic DSL No
50.03%
49.97%
Multiple Lines?
no yes
Average charges
91%
Phone Service
44%
Streaming TV
44%
Streaming Movies
29%
Device protection
28%
Online Backup
17%
Tech Support
16%
Online Security
0% 20% 40%
< 1 year
< 2 years
< 3 years
< 4 years
< 5 years
< 6 years
53%
17%
10%
8%
7%
5%
Subscription time
$139.13K
Monthly Charges
2173
# of Tech Tickets
885
# of Admin Tickets
$2.86M
Yearly Charges
This dashboard has a filter with churn = "yes"

3. Power BI Desktop
Customer Risk Analysis
7043
Total customers 0 7043
1869
 Month-to-month
 One year
 Two year
$16.06M
Yearly Charges
 No
 Yes
0 72
Risk of churn
Months subscribed
Contract type
Internet service
 DSL
 Fiber optic
 No
26.54%
churn rate %
0%
20%
40%
2K
4K
Churn
rate
M
onth-to-m…
One year
Two year
3.9K
1.7K
1.5K
Churn rate Customers
0%
50%
$50K
$100K
<
1 year
<
2 years
<
3 years
<
4 years
<
5 years
<
6 years
churn rate % Sum of MonthlyCharges
Churn by type of internet service
0%
10%
20%
30%
40%
Churn
rate
Fiber optic DSL No
41.89%
18.96%
7.40% $283K
$141K
$32K
Fiber optic
DSL
No
3.1K
2.42K
1.53K
Sum of monthly charges
# of customers by internet service
Type of contract Years of contract
0%
50%
$100K
$200K
Electro…
check
Mailed
check
Bank
transfer
(autom…
Credit
card
(autom…
churn rate % Sum of MonthlyCharges
Churn by payment method
2955
Tech Tickets
3632
Admin Tickets
churn