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Global Bank

Pig E. Bank is a global bank dedicated to providing exceptional financial services.

Objective

This project aimed to identify factors leading to customer attrition at Pig E. Bank by analyzing customer satisfaction data to develop strategies for improving customer retention.

Data
Skills

  • Big data and data ethics

  • Data mining

  • Data quality assessment and cleaning

  • Descriptive statistics

  • Predictive analysis

  • Time series analysis and forecasting

Tools

  • Microsoft Excel

  • Microsoft Word

  • Microsoft PowerPoint

Understanding Customer Behavior

Understanding Cusomer Behavior

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The table suggests that client activity level has a significant impact on customer retention. Clients with 1 active member are more likely to remain with the company (56.23%) compared to those with 0 active members (43.77%).

Clients with only 1 product have a significantly higher churn rate (69.61%) compared to those with 2 products (15.69%). The churn rate decreases further for clients with 3 or 4 products, suggesting that having multiple products increases customer loyalty.

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A higher percentage of female clients (59.31%) have exited compared to male clients (40.69%)

The younger age groups (18-29 and 30-39) have significantly lower churn rates compared to older age groups. The churn rate increases with age, with the 40-49 age group showing a higher churn rate compared to younger groups.

Customer Behavior Analysis

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From the tree model we can see that the customers with only one product and those aged 35-54 years seem to be identified as having a higher risk of leaving the bank and the account balance is likely considered a significant factor in determining churn risk, with lower balances potentially indicating a higher risk.

Conclusions & Recommendations

Customer Retention

Focus on building a base of active customers who use multiple products by promoting engagement and account activity.

Product Promotion

Cross-sell additional products to lowproduct clients and align offerings with customer interests.

Survey Customers

Customers leaving the bank should be surveyed as to why, and in what ways Pig E. Bank can meet their needs.

Long-term Investments

Mortgages, installment loans, and even direct deposits will keep customers active. Promote long-term products.

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