Zooming out

Case Study: Analyzing Customer Churn in Excel

Jess Ahmet

Content Developer, DataCamp

Data analysis flow

Data analysis flow

Insights uncovered so far

1. Over 1,750 customers have churned
2. The churn rate is ~27%
3. The most common reason why customers churn is related to competitors, for two main reasons:
   • Better devices
   • Better offers

There are many things we don't know yet

• Immediately started analyzing, without designing an plan.
• Many columns are still unexplored.

The metadata sheet is your friend

Analysis Group	Related column names
Demographics	Age, Under 30, Senior, Gender, ..
Groups	Group, Number of Customers in Group
International	Intl Plan, Intl Active, Intl Calls, Intl Mins, Extra International Charges
Data	Unlimited Data Plan, Avg Monthly GB Download, Extra Data Charges
Other	Account Length, Contract Type, Payment Method

Metadata sheet

Let's practice!

Case Study: Analyzing Customer Churn in Excel