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Tableau · Retention Analytics
Telecom Customer Churn Analysis
An interactive Tableau dashboard examining why 6,589 California telecom customers stay or leave — by contract type, age, dependents, location and stated churn reason.
Tableau PublicExcelCalculated Fields
- 6,589
- customers
- 28.4%
- overall churn rate
01
Business questions
- How many customers are leaving, and what does the customer base represent in revenue?
- Which demographic groups churn most — by age and number of dependents?
- How does churn vary by contract type and monthly charges?
- Where are churned customers located, and why do they say they left?
02
Analysis & methods
Cleaned and analyzed 6,589 customers across demographics, service usage, contracts and geography. Built KPIs for churn rate, retention and total revenue, using calculated fields, a California city map, an age-by-dependents heat map, and interactive contract filtering.
03
Findings (from the dashboard)
- Overall churn rate of 28.4% — 1,869 churned customers — against $21.3M total revenue.
- Customers without dependents churn at markedly higher rates across every age group.
- Month-to-month contracts show far higher churn than one- or two-year contracts.
- The top stated reasons are competitive: competitor had better devices (313) and made a better offer (311), followed by support attitude (220).
04
Business implications
The pattern points to retention levers worth testing: incentives to move month-to-month customers onto longer contracts, and competitive device and offer positioning. These are recommendations from the analysis, not measured results.