Customer Analytics User Guide
Customer Analytics provides a suite of interactive dashboards and insights. Use these dashboards to make decisions about engagement and retention, segmentation, customer growth, and competitive analysis.
Home
The Customer Analytics home section provides a high level view for the Return on Investment (ROI) of your campaigns. View how your campaigns work with metrics for deposits, direct deposit, aggregation rate, products per user, loan balance, and digital adoption.
Navigating Customer Analytics
All dashboards are organized under two main navigation categories:
- Segment Analytics: Audience creation including pre-built segments and user lists, portfolio performance, growth opportunities, and competitive insights.
- Product Performance: General analysis and discovery including portfolio performance, digital engagement, and competitive insights.
For more information see:
- Overview. Review a high-level view of KPIs and insights for your user base.
- Deposit Attrition. Deposit Attrition returns checking account attrition information that may be used to understand at-risk customers and target them with message campaigns.
- Portfolio performance. Review portfolio trends across account types, identify your primacy score across your customer base, and access financial health insights on your customers.
- Digital engagement. Learn how customers are engaging across your digital banking platform and identify opportunities to improve product performance.
- Competitive insights. Identify where and how your customers are engaging with competitors and export these insights to drive better cross-sale opportunities.
- External Relationships. Export a variety of reports to better build and drive ideal cross-sell opportunities and create more engaging, relevant marketing campaigns.
- Customer segments. Create custom segments and audiences based on consumer behaviors to export and use in your preferred marketing or CRM platform.
High-level KPI and Insight Summaries
Customer Analytics provides over-all data related to your digital user base. You can use this data to learn more about the interactions your customers are having with your digital platform.
| Data | Type | Description |
|---|---|---|
| Total platform users | Number | The total number of users currently on the MX platform. |
| Aggregation rate | Percentage | The percentage of users who have aggregated one or more accounts on the MX platform. |
| Adoption and engagement rates | Pie Chart | The percentage of engaged, adopted, and unadopted users. Engaged: user has 1 or more aggregated accounts and has logged in at least once per month for the last 3 months. Adopted: user has at least 1 aggregated account and has logged in at least once in the last 60 days. Not adopted: user who is neither engaged nor adopted. |
| Number of accounts over time | Bar Chart | The type and number of internal and aggregated accounts. This chart is displayed by type and internal vs aggregated. The Other category includes less common account types such as Digital Wallet, Property, Prepaid, Insurance, etc. |
User Aggregation Growth by MX Clients After Live Date
Displays the percentage of aggregating users over time.
- Bar chart: The percentage of users with at least one internal account that also have at least one aggregated account.
- Line graph: The same percentage, but for other clients of a similar type (bank, credit union, fintech, etc.) Both the chart and graph show the same number of months from the time of implementing aggregation via MX.
MX Platform Login Rates
This section shows a visual of the percentage of users that have logged into Mobile or PFM within a certain amount of time.
- 30-day login rate: The percentage of users that have logged into MX's Mobile Banking or Personal Finance Management products within the last 30 days.
- 90-day login rate: The percentage of users that have logged into MX's Mobile Banking or Personal Finance Management products within the last 90 days.
External Banking Relationships
This dashboard provides data that explains where your customers are using other financial products from other companies. These charts work together to help you extract the information you need. If you hover over a specific institution in one chart, that institution is highlighted in both the chart you are using and all other charts that also mention that institution.
The following table describe each section of the report:
| Data | Description |
|---|---|
| Customers with external checking | The number of users with an aggregated or discovered (using transaction data) checking account. |
| Customers with external mortgages | The number of users with an aggregated or discovered (using transaction data) mortgage account. |
| Customers with external credit cards | The number of users with an aggregated or discovered (using transaction data) credit card account. |
| Customers by external checking provider | The number of users with an aggregated primary checking account. The chart is displayed by the institution that holds that account. "Primary" means the aggregated checking account with the highest daily average balance from the past month. |
| Customers by external credit card provider | The number of users with an aggregated primary credit card account. The chart is displayed by the institution that holds that account. "Primary" means the aggregated credit card account with the highest daily average balance from the past month. If no aggregated credit cards are present then the discovered account with the largest, most recent transaction is used. |
| Customers by external mortgage provider | The number of users with an aggregated primary mortgage account. The chart is displayed by the institution that holds that account. "Primary" means the aggregated mortgage account with the highest daily average balance from the past month. If no aggregated mortgages are present, then the discovered account with the largest, most recent transaction is used. |
Top 20 Aggregated Organizations
This dashboard displays data related the top 20 institutions that your users have aggregated. These charts work together to help you extract the information you need. If you hover over a specific institution in one chart, that institution is highlighted in both the chart you are using and all other charts that also mention that institution.
| Data | Description |
|---|---|
| Number of distinct users (past 30 days) | The number of users for each of the top 20 institutions where users have aggregated accounts. |
| Number of accounts (past 30 days) | The number of accounts for each of the top 20 institutions where users have aggregated accounts. |
| Sum of average balance (past 30 days) | The sum of the average daily balance for each of the top 20 institutions where users have aggregated accounts. |