Among

7,043
Customers at end of Quarter

1
Analysis
C

Churned customers Total customers

21%

21% of the customers have been lost by GaLAXi

79%

2
Analysis- Insight 1 Reasons for churning- Broad Categories

10%
Competitor
11% Dissatisfaction
45% Attitude
Price
17% Other

Churn due to Competitor Category- 17%

Reasons
12% Competitor had better
devices
Competitor made better
offer
14% 37% Competitor offered more
data
Competitor offered
higher download speeds

37%
3
Analysis- Insight 1
Churn due to Competitor Category- Churn due to Dissatisfaction Category-
Reasons Reasons
2
12% Competitor had better
1 9
devices 4 Product dissatisfaction Network reliability
Competitor made better 0 % 4% % Service dissatisfaction Limited range of services
14% offer
% Poor expertise of online Lack of self-service on
Competitor offered more support Website
37% data Poor expertise of phone
Competitor offered higher support
download speeds 1
37% 2
2
% 20%
2
%
Churn due to Attitude Category- Churn due to Price Category-
Reasons Reasons
Price too high

Attitude of support
14%
person Long distance charges
30% Attitude of service 18%
provider 37% Extra data charges

70% 30% Lack of affordable

download/upload speed
4
Analysis- Insight 1 Churn due to Dissatisfaction Category-
Reasons

Churn due to Attitude Category- Reasons

3%

Don't know
25% Moved
Deceased

71%

5
Analysis- Insight 2
Row Labels Stayed Churned Joined
Month-to-Month 33% 89% 90%
One Year 29% 9% 5%
Two Year 38% 3% 5%
• Fall in churn rate as the Customer tenure increases
• Increase in churn rate as the customer contract
duration decreases.

Churn based on Contract type 1200

3% 1000

no. of customers
800
9%
Month-to-Month 600

One Year 400

Two Year 200

0
1-10 11-20 21-30 31-40 41-50 51-60 61-70 71-80

Customer Tenure, in
Churned months (Churned)
Polynomial
89%
Stayed
 Bank withdrawl payment method customer
Analysis- Insight 3 status

Churned
34% Joined
Maximum churn is happening from the customers who Stayed
opted for bank withdrawal payment method 61%

5%
Bank withdrawl payment method customer
status Bank withdrawl payment method customer
status

14% Churned
Joined Churned
8% 37%
Stayed Joined
52% Stayed
77%

7
Additional Data Suggestions
Current data reflects customers
who were/are a part of GaLAXi;
Data on number of overall
Market Size of customers in
customers in each ZIP Code
each ZIP Code
would have helped in analysis of
potential of customers in each
ZIP Code

Feedback Data on customers

who stayed/ joined to
understand what core
competencies company should
focus on for customer retention