Hello! Today’s tips are for my fellow query users who need to pull lists of members who are not online banking users. Recent branch closures have you especially interested in reaching out to raise awareness of your remote self-services. I am encouraged to see many people putting forth these efforts in the light of genuinely offering support – a friendly voice, email, or text to say “we have options and we hope you find them helpful”. It’s wonderful.
So, back to the task at hand – finding lists of people who are not online banking users”
Tips for Researching
Definitions Matter – There is more than one right way to define a membership as an “online banking user”. Ask the person requesting this list if they have an expectation, and know that the two most popular options are:
Enrollment Definition: A non-user is someone who has not yet accepted the Online Banking Use (EULA) Agreement.
Activity Definition: A non-user is someone who has not logged in within the past “X” days/months. That includes never. You decide how long the “X” timeframe should be to consider someone a non-user.
Lack of Use is Often Intangible – Data is most often recorded to mark the details of something happening. When nothing happens (the member never logs into online banking), nothing gets recorded. How do you write a report to find something that never got recorded? I usually do it one of two ways:
Null Values: If there is a specific field you can point to, it’s intent is to record information about the users but it will also typically have “null values” – something in place that says the information is unknown. As soon as the information becomes known, it gets updated. But in the meantime the field remains blank or holds a placeholder, either of which a query can use
White Space: Step 1 = find the whole (all memberships). Step 2 = find the users (any membership who fits one of the definitions of user). Step 3 = subtract users from the whole and what’s left is the non-users.
Tips for Finding the Data
There is a different solution for each of the two definitions we discussed earlier. I wrote the technical details in one of our online Knowledge Base articles, here – read the details in Knowledge Base
What else are you focused on and how can I help?