peaceodey/mtn-customer-churn-analysis
Domain:
socioeconomicRecord type:
project
Creator:
pea
Host:
Power BI dashboard analyzing MTN Nigeria customer churn, revenue, and usage trends (Q1 2025).
# MTN Nigeria Customer Churn & Usage Analysis (Q1 2025)
## Project Overview
This project explores **customer churn and usage behavior** among MTN Nigeria users during the first quarter of 2025.
As part of my data analytics journey, I wanted to understand **why customers leave** and **what drives loyalty** in the telecom industry.
Using Power BI, I designed a dashboard that highlights churn patterns, customer behavior, and usage trends across demographics, subscription plans, and device types.
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## Key Objectives
- Analyze churn patterns across customer segments.
- Identify high-risk groups more likely to churn.
- Understand how gender, data usage, and subscription plans impact retention.
- Recommend actions to improve customer loyalty and revenue stability.
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## Tools & Skills
| Category | Tools |
|-----------|-------|
| **Data Visualization** | Power BI |
| **Data Cleaning** | Excel |
| **Data Transformation** | Power Query |
| **Modeling & Analysis** | DAX, Measures, Relationships |
| **Design** | Dashboard layout & storytelling |
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## Dashboard Overview
### Dashboard Highlights
- **Total Customers:** 496
- **Total Revenue:** 199M
- **Average Data Usage:** 99.3 GB
- **Average Rating:** 2.95 ⭐
- **Top Churn Reasons:** Better offers from competitors, costly data plans, and poor network service.
The dashboard features interactive filters by:
- Gender
- Subscription Plan
- Month
- Customer Churn Status
- MTN Device Type
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## Insights & Findings
- **Month-to-month customers** are more likely to churn.
- **High data usage customers** often cite costly plans as a churn driver.
- **Revenue is highest** among users of **5G broadband routers**.
- **Female users** generated slightly higher revenue overall.
- The **top churn reason** was “Better offers from competitors.”
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## Recommendations
- Launch targeted retention campaigns for high-usage customers.
- Offer **discounts for long-term contracts** or bundle packages.
- Focus on improving **net …