Before they leave
Support calls and inactivity flag who will leave
Data Stories LabInteractive dashboard1,000 customers · Card portfolio
Showing all 1,000 customers
Overview
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customers in view
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churn rate
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active & high risk
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inactive share
One in twelve customers leaves
Customers retained vs lost
Source: 1,000 card customers. Churn flag from records.
Inactive accounts carry the losses
Customers by activity, retained vs lost
Source: 1,000 card customers.
Most customers hold three or more products
Customers by number of products
Source: 1,000 card customers.
Monthly spend clusters in the low thousands
Customers by monthly spend band (MYR)
Source: 1,000 card customers.
Warning Signs
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churn, 3+ support calls
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churn, inactive
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churn, first year
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churn, single product
Churn climbs with every support call
Churn rate by number of support calls
Source: 1,000 card customers. Churn rate within each band.
Inactive customers leave about three times as often
Churn rate, active vs inactive
Source: 1,000 card customers.
The first year is the most fragile
Churn rate by tenure band
Source: 1,000 card customers.
More products, fewer leavers
Churn rate by number of products
Source: 1,000 card customers.
Customer Profiles
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avg monthly spend
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avg tenure (months)
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avg products held
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avg support calls
Risk stacks: new and single-product is the danger corner
Churn rate by tenure band, grouped by products
Source: 1,000 card customers. Bars are churn rate within each group.
Leavers and stayers spend about the same
Average monthly spend (MYR), stayed vs left
Source: 1,000 card customers. Spend is not a warning sign.
Calls and inactivity compound
Churn rate by support calls, split by activity
Source: 1,000 card customers.
Where customers sit, and who leaves
Tenure vs monthly spend, by outcome
Source: 1,000 card customers. Each dot is one customer.
Targeting & Watchlist
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leavers in riskiest 20%
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high-risk customers
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leavers in view
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lift vs working at random
Ranking by risk finds leavers fast
Share of leavers caught vs share of customers contacted
Source: risk score from the five signs. Diagonal is working at random.
Most customers score low risk
Customers by risk score band
Source: risk score from the five signs.
This month's watchlist: contact these first
Highest-risk customers in the current view (top 20)
| Customer | Tenure (mo) | Products | Support calls | Active | Risk score |
|---|
Source: per-customer risk score. Sorted highest risk first.