onuigboangela60/MTN-NIGERIA-CUSTOMER-CHURN-ANALYSIS-FOR-Q1-2025
Domaine:
socioeconomicType de record:
dataset
Créateur:
onu
Hôte:
This MTN Nigeria churn dataset captures customer demographics, service usage, revenue, churn status, and reason for churn to determine whether a customer has discontinued their subscription. And also, to give insight and possible recommendation make decision for customer retention
# MTN-NIGERIA-CUSTOMER-CHURN-ANALYSIS-FOR-Q1-2025
This MTN Nigeria churn dataset captures customer demographics, service usage, revenue, churn status, and reason for churn to determine whether a customer has discontinued their subscription. And also, to give insight and possible recommendation make decision for customer retention
KEY INSIGHTS:
Total revenue #199,348,200.
Total Customers 496 .
Revenue dropped from #87M in February to #49M in March
Churn rate 29%(highest churn rate among customers with 30-45 months tenure and age 16-30years).
Top churn reason by churn customers: Better offers from customers followed by high call tariffs and costly data plans
Highest revenue from 5G Broadband router device and 1.5TB yearly broadband plan.
Females show a higher churn rate(52.34%).
RECOMMENDATIONS
Enhance Customer Retention Strategy:
29% churn rate is significant.
Hence Focus on improving the retention strategy especially for customers with 30-45 months tenure, where churn rate is highest(34%).
Retention offers and programs for long-tenured customers and age-group 16-30.
Combat Competitive Offers:
Benchmark competitors pricing/plan.
Develop flexible data plans and call tariffs with better value.
Run targeted win-back campaigns.
Review pricing models for affordability.
Introduce Segmented pricing based on usage or customer profile.
Boost Revenue Through High-performing Plans:
5G broadband router and 1.5TB yearly plans are top revenue drivers. Hence,
Promote these devices and plans more with exclusive advert or value-added services
Improve Network Quality & Customer Service:
Poor network & customer service issues appears in the top 5 churn reasons. Hence;
Prioritize infrastructure upgrade in high-churn states like Abuja, Borno, Abia, Bauchi and Osun.
Train support teams and invest in faster resolution time.
Targeted Marketing by Demographics:
Launch age and gender targeted campaigns.
Offer digital Literacy support for older users aged>60.
TOOLS USED
Excel,Power …