The telephone companies are developing at a very fast pace with multiple products and services like phones, multiple lines, internet, online security, streaming TV and movies. The companies are concerned about the number of customers leaving their services.
Our business objective is to decrease the customer churn rate and with the data set available, we will be developing a number of data mining objectives with the variables available to us and the dataset will thus be used by us to predict the behavior to retain the customers. We will analyse all the relevant customer data and develop focused customer retention programs.
Analyze the data of existing customers who have left/not left the telecom operator. The dependent variable (Y) - Churn (Yes/No) Independent variables - Demographic variables of customers Usage behavior related variables of customers
(Data has 7043 Rows and 21 columns) . Churn: Customers who left within the last month . Services availed by Customers - phone, multiple lines, internet, online security, online backup, device protection, tech support, and streaming TV and movies . Customer Account information - tenure of the customer, contract, payment method, paperless billing, monthly charges, and total charges . Demographic info about customers - gender, age range, and if they have partners and dependents
Data column Description customerID
Gender Male/Female SeniorCitizen Yes: 1, No: 0 Partner Whether they have a partner or not Dependents If the customer has anyone dependent on them to avail the services Tenure How long they have been using the service in Months PhoneService Availed Phone calling service or not MultipleLines If using services like call holding, paging, conferencing etc.: Yes/No/ No phones InternetService Type of internet connection availed: DSL/ Fiber Optics/None OnlineSecurity If they have availed online security service: Yes/No/No internet OnlineBackup Have created an online backup or not or don’t have internet DeviceProtection Yes /No /No internet TechSupport Availed tech support or not StreamingTV Using TV Streaming Services or not StreamingMovies Using Movie Streaming service or not Contract Contract Period: Month to Month/ One Year/ Two Years PaperlessBilling If view electronic version of bill statement or not PaymentMethod Electronic Check/ Mailed Check/ Bank Transfer/ Credit card MonthlyCharges Monthly Charges in $ TotalCharges Total charges Churn If they have Churned or Not