tsitsimphisa-bit/ABC-Communications-Customer-Churn-Analysis

Customer churn analysis project completed during AnalystLab Africa Week 1 using Python, Pandas, Matplotlib and Seaborn. # ABC Communications Customer Churn Analysis ## AnalystLab Africa – Week 1 ### Project Overview This project analyses customer churn for ABC Communications using customer demographic, service, contract, payment and billing information. The objective is to identify patterns associated with customer churn, highlight high-risk customer segments and provide actionable recommendations that can support customer retention. ## Business Objective The analysis aims to answer the following questions: - What does the customer base look like? - Which customer segments experience the highest churn? - Does contract type relate to customer retention? - Does tenure relate to customer loyalty? - Which services and payment methods have higher observed churn? - Which customer segment represents the highest observed churn risk? - What actions can management take to improve customer retention? ## Dataset The dataset contains 7,043 customer records and 21 variables. Key variables include: - Customer ID - Gender - Senior Citizen - Partner - Dependents - Tenure - Phone Service - Internet Service - Online Security - Online Backup - Device Protection - Tech Support - Streaming TV - Streaming Movies - Contract - Paperless Billing - Payment Method - Monthly Charges - Total Charges - Churn ## Data Preparation The analysis included: - Dataset inspection - Data type assessment - Missing-value investigation - Duplicate-row checking - Conversion of TotalCharges into a numeric format - Creation of customer tenure groups - Churn-rate calculations - Customer risk-segment analysis ## Key Findings ### Overall Churn - Total customers: 7,043 - Retained customers: 5,174 - Churned customers: 1,869 - Overall churn rate: 26.54% - Retention rate: 73.46% ### Tenure | Tenure Group | Churn Rate | |---|---:| | 0–12 months | 47.44% | | 13–24 months | 28.71% | | 25–48 months | 20.39% | | 49–72 months | 9.51% | The highest observed churn occurs among customers in their first 12 months. ### Contrac …