Customer Churn Analytics Dashboard – Power BI

Project Overview

This project delivers an interactive churn analysis solution tailored for the banking sector. Built entirely in Power BI, it integrates demographic, financial, and product-level data to reveal the key drivers of churn and retention. The dashboard enables leadership to identify high-risk customer segments, track churn trends, and design proactive retention strategies to minimize revenue leakage.

Key Features

Churn & Customer Metrics

  • Total Customers: 10,000
  • Overall Churn Rate: 20.4% (≈2,037 churned customers)
  • KPIs: Average Age (39), Average Tenure (5 years), Avg. Bank Balance ($76K), Avg. Credit Score (651)

Churn Insights by Dimension

  • Overall Churn: 20.4% of customers churned, holding 24.3% of total bank balance ($186M)
  • Product Engagement:
    • Product 1 → Moderate churn (27.7%)
    • Product 2 → Strongest retention (7.6% churn)
    • Product 3 → High risk (82.7% churn)
    • Product 4 → 100% churn, complete customer loss
  • Gender: Female churn (25.1%) significantly higher than male churn (16.5%).
  • Geography: Germany (32.4%) shows highest churn vs. France (16.2%) and Spain (16.7%)

Financial & Segment Insights

  • Bank Balance: Customers with low balances (<$80K) churn more (22.1%), while very high balances (200K) also show churn (>21.6%).
  • Credit Score: Low scores (<580) show higher churn (22%), while excellent scores (≥800) show stability (19.5%).
  • Estimated Salary: Premium earners (>200K) still churn at 21.6%, highlighting competitive risks.
  • Age & Tenure: Age group (40–50) and new customers (<2 years tenure) show higher churn risk (up to 56.9%), while mid-tenure customers (5–8 years) are most loyal.

Technical Implementation

  • Power BI: Dashboard developed fully in Power BI Desktop with calculated columns and DAX measures.
  • Data Modeling: Central customer fact table integrated with demographic, product, and financial attributes.
  • Advanced DAX Measures: Churn %, retention rates, customer segmentation, product churn rates, and financial impact metrics.
  • Visual Design: Interactive layouts with Charts and KPI cards to simplify churn diagnostics.

Business Impact

  • Customer Retention Strategy: Identifies high-risk segments (female, German customers, low credit scores, premium earners) for targeted action.
  • Product Optimization: Urgent review needed for Product 3 & 4 to prevent further losses.
  • Targeted Interventions: Early-tenure onboarding programs, female-focused campaigns, and premium customer loyalty initiatives.
  • Financial Stability: Protects $186M in balances held by churned customers, safeguarding long-term profitability.

Interactive Churn Analytics Dashboard