Customer Churn Analysis

7,028 $13.8K 32.4 (Months) 3.24

Total Customer Refund Amount Average Tenure Avg Satisfaction Score

CHURNED CUSTOMERS CHURNED REVENUE CHURNED TENURE

1868 Customers left AT&T services, and 20% of them were Company Lost 3.7M to Churned Customers 36% of Churners Stayed in service for 1 Year or less
Low Value Customers
Total Revenue: $21.3M

36%
Stayed
Stayed

22%

Churned Churned $3.7M 17%

Churned Rate: 26.6%
14%
11%

Joined Joined Rate: 6.4% Joined $0.1M

1 Year or 2 Year 3 Year 4 Year 5 Year
less

IMPACTED CITIES CHURN REASON BY INTERNET SERVICE CHURN REASONS

San Diego has the Highest Churn Rate of 65% 41% of Churners who left for Competitors' used Fiber Optic Competitors' Services and Attitude of Support Staff were the
as Internet Service Top Reasons for Churn

San Diego 65%

45%
Fiber Optic 41%

Fallbrook 60%

San Francisco 30%

Cable 26%

17% 16%
Los Angeles 27%
11% 11%

DSL 19%
San Jose 26%
Competitor Attitude Dissatisfact.. Price Other

KEY CHURN DRIVERS CHURN BY OFFER RECOMMENDATIONS

Offer E has the highest Churn Rate while Offer A & B has good
89% way of retention
89% of Churned Customers were on the Revamp promotional offers: Offer E has highest churn rate.
Month to Month Contract Company should consider revising Offer E and promote Offer A &
Offer E 52.9% Offer B.

Training Customer service: Company could provide

83% additional training for support staff to improve customer
83% of Churned Customers did not have None 27.2%
satisfaction.
Premium Tech Support
Improve Fiber Optic Service: Customers using Fiber Optic
Offer D 26.7% service have a high potential to leave, possibly due to service or
device issues. It's important to improve internet connection
quality.
66%
Offer C 22.9%
66% of Churned Customers used Fiber Optic Introduce new contract plan: AT&T could offer a discount
rate on long-term contracts and add 3-month and 6-month
Offer B 12.3% contract options for customers.

56% 56% of Churned Customers did not have Engage High-Value Customers: High-value customers are
promotional offers Offer A 6.8% likely to leave less. AT&T could retain these customers by
providing free add-on services.

Created & Designed By : Pallabi Mandal