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Bank customer churn analysis
Where churn risk concentrates and what explains it
Problem
Identify which customer profiles concentrate churn at a bank with customers in Germany, Spain and France.
Data
Bank customer records by country, gender, age, activity, number of products, estimated salary and balance.
Methods
- Churn rate by segment
- Country × gender breakdown
- Churn curve by age
- Balance and salary bands
- Insight-led headlines (data storytelling)
Results
- Germany: 32.44% churn, twice France (16.15%) and Spain (16.67%).
- Women churn 8–10 points more than men in all three countries.
- Risk peaks between ages 40 and 60, above 50% for ages 50–60.
- Inactive customers: ~27% churn vs ~14% for active ones.
- Customers with 2 products churn the least (7.58%); 3+ products spikes churn.
- Salary does not explain churn (~20% across bands); balance does: 35% for balances of 0–50k.
Gallery
Tools
Looker Studio