Bhavanasiri2/MTN-Nigeria-Customer-Churn-Analysis

This project analyzes customer churn for MTN Nigeria in Q1 2025, identifying key factors and providing recommendations to reduce churn and improve customer retention. # MTN Nigeria Customer Churn Analysis – Q1 2025 ## Project Description This project analyzes customer churn for **MTN Nigeria** in **Q1 2025** using **Power BI**. The goal is to identify patterns contributing to customer churn, evaluate churn drivers by gender, device type, and tenure, and recommend strategic actions to reduce churn and improve revenue retention. A combination of **Power BI**, **Power Query**, and **DAX** was used for data transformation, modeling, and interactive visualizations. --- ## Key Insights - **Total Customers**: 963 - **Active Users**: 680 (70.61%) - **Churned Customers**: 283 (29.49%) - **Total Revenue**: ₦199M - **Revenue Lost Due to Churn**: ₦58M - **ARPU (Average Revenue Per User)**: ₦207K - **Average Customer Rating**: 2.95 --- ## Gender-Based Analysis | Gender | Total Customers | % of Customers | Revenue (₦M) | Revenue % | Revenue Lost (₦M) | Revenue Lost % | ARPU (₦K) | Avg. Rating | |--------|------------------|----------------|---------------|------------|-------------------|----------------|-------------|--------------| | Female | 487 | 51% | 104 | 52.23% | 32 | 31% | 214 | 2.85 | | Male | 476 | 49% | 95 | 47.77% | 26 | 27% | 199 | 3.05 | > 🔹 **Insight**: Female users have **higher ARPU** but **lower satisfaction**, contributing more to revenue loss. Common complaints include **high call tariffs**, **poor network**, and **customer service**. --- ## Device Type-Based Churn & Revenue Analysis | Device Type | Total Users | Active % | Inactive % | Revenue Gained (₦M) | Revenue Lost (₦M) | Lost % (within Type) | ARPU (₦K) | Avg. Rating | |------------------|-------------|----------|------------|----------------------|-------------------|------------------------|------------|--------------| | 5G Broadband | 229 | 72% | 28% | 101 …