peaceodey/mtn-customer-churn-analysis

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. --- ## 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. --- ## Tools & Skills | Category | Tools | |-----------|-------| | **Data Visualization** | Power BI | | **Data Cleaning** | Excel | | **Data Transformation** | Power Query | | **Modeling & Analysis** | DAX, Measures, Relationships | | **Design** | Dashboard layout & storytelling | --- ## 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 --- ## 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.” --- ## Recommendations - Launch targeted retention campaigns for high-usage customers. - Offer **discounts for long-term contracts** or bundle packages. - Focus on improving **net …