We’ll keep this intro short and sweet, again. Overall, engagement on S/O for the month of March was down slightly from February. We’ll see how things shake out for April! Pressed for time? We suggest reading April’s update as that gives you the latest trends and observations.
Let the doc team know if you have feedback, questions, or want additional info in future updates.
Top 5 most viewed (trending) questions
Below is a brief overview of the most viewed questions in February:
- Credit union: Password change now being passed from Episys (41 views)
- FI would like PNG images of the transaction enrichment categories (31 views)
- Midwest BankCentre is inquiring about the Direct Connect feature updates from January Statement (28 views)
- Card Management MCC Codes Attached to Merchant Types (25 views)
- Account Nicknames don’t pull into Billpay (24 views)
Observations
Views continue to increase month over month, indicating that more and more people read content across S/O and walk away with new or updated knowledge. At least we hope they are!
Tags
Trending Up
Metric: Top tags increasing in use on new questions, answers and articles over the selected timeframe.
A variety of questions made transfer the top trending tag for the month.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | transfer | 8% | 6 |
| 2 | api | 5% | 4 |
| 2 | esi | 5% | 4 |
| 3 | credit-union | 8% | 6 |
| 4 | debit-cards | 5% | 4 |
| 5 | netteller | 2% | 2 |
| 5 | bill-pay | 2% | 2 |
Trending Down
Metric: Top tags declining in use on new questions, answers and articles over the selected timeframe.
As things died down after the Geezeo’ transaction enrichment announcement in February, so did the geezeo and transaction-enrichment tags.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | geezeo | 1% | 1 |
| 2 | banno-online | 2% | 2 |
| 2 | transaction-enrichment | 2% | 2 |
| 3 | zelle | 0% | 0 |
| 3 | core-silverlake | o% | 0 |
| 3 | marketing-ad | o% | 0 |
| 4 | banno | 5% | 4 |
Interaction Rate
Metric: Weighted average number of answers, votes, and comments per question.
The interaction rate for March is down 17% from February. It is also the lowest monthly rate yet. We prefer to see a lower engagement rate as this can indicate that “good” questions are being asked. Questions include the necessary details and context for an SME or another contributor to answer. There is also a minimal amount of comments asking for clarification. Ideally, we want a lower’ish interaction rate and high answer rate.
| Month | Interaction rate | Change from previous month |
| March 2023 | 7.33 | -17% |
| February 2023 | 10.16 | +11% |
| January 2023 | 8.86 | -4.6% |
| December 2022 | 9.29 | - |
Median Time to Answer
Metric: The median time it takes for a new question to be answered. Our benchmark of answering questions is within 96 hours or less.
The median time to answer questions in March was down 24% from February. We were well within our 96 hour benchmark by answering questions three days later on average.
| Month | Median time to answer | Change from previous month |
| March 2023 | 73 hr 23 mins | -24% | February 2023 | 91 hr 26 mins | +279% |
| January 2023 | 29 hr 18 mins | +62% |
| December 2022 | 18 hr 2 mins | - |
Questions
Metric: Total number of new questions asked over the selected timeframe.
14% less questions were asked in March compared to the previous month. Over the past three months, on average 32 questions per month are asked.
| Month | Total # of questions asked | Change from previous month |
| March 2023 | 32 | +14% |
| February 2023 | 28 | -18% |
| January 2023 | 36 | +38.5% |
| December 2022 | 26 | - |
Observations
We like to see more answers (35) than questions (32). We consider this type of engagement healthy because it indicates that people are supporting one another with answers.
User breakdown
Top 5 Questioning Contributors
After a five-way tie last month, we have a leader! Michael Schindler asked the most questions, and here’s a look at the month’s top contributors.
| Ranking | Contributor | % of total questions | # of questions |
| 1 | Michael Schindler | 19% | 6 |
| 2 | Tiff Jones | 9% | 3 |
| 3 | Brent Moinet | 6% | 2 |
| 3 | Brian Frost | 6% | 2 |
| 3 | Hannah Coatney | 6% | 2 |
| 3 | Brianna Thomas | 6% | 2 |
| 3 | Dania Randle | 6% | 2 |
| 3 | Donny Needham | 6% | 2 |
Top 5 Answering Contributors
Joe took the lead by a significant amount this month. Catch up, Brian!
| Ranking | Contributor | % of total answers | # of answers |
| 1 | Joe Donohue | 37% | 13 |
| 2 | Brian Frost | 14% | 5 |
| 3 | Brett Sinn | 11% | 4 |
| 4 | Sheena Deutsch | 9% | 3 |
| 4 | Holly Miner | 9% | 3 |
| 5 | J.J. Sammartino | 1% | 1 |
| 5 | Chad Killingsworth | 3% | 1 |
| 5 | Tiff Jones | 3% | 2 |
Reputation
Along with answering the most questions in March, it’s only naturally that Joe also garnered the most reputation points.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Joe Donohue | 38% | 220 |
| 2 | Brian Frost | 18% | 105 |
| 3 | Sheena Deutsch | 8% | 45 |
| 3 | Holly Miner | 8% | 45 |
| 4 | Brett Sinn | 7% | 40 |
| 5 | Brent Moinet | 6% | 35 |
Reputation Point Leaderboard
Since we started adding questions to S/O (March 1, 2022) through March 31, 2023, Brian still maintains the lead. It is early in the year so we’ll see how things shake out.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Brian Frost | 16% | 837 |
| 2 | Sheena Deutsch | 12% | 638 |
| 3 | Joe Donohue | 12% | 626 |
| 4 | Brett Sinn | 9% | 505 |
| 5 | Brent Moinet | 7% | 348 |
Daily Active Users
Metric: The average daily number of users that have logged in over the selected timeframe.
We saw a slight decrease from 18 to 16 daily active users this month. We’re not going to point fingers here, but we’ll see if the two reappear next month.
| Month | # of median daily active users | Change from previous month |
| March 2023 | 16 | -6% |
| February 2023 | 18 | +13% |
| January 2023 | 17 | +42.0% |
| December 2022 | 12 | - |
Searches
The number of monthly searches decreased by 19% compared to February.
| Month | # searches | Change from previous month |
| March 2023 | 63 | -19% |
| February 2023 | 70 | +56% |
| January 2023 | 47 | -15% |
| December 2022 | 55 | - |
Searches: Total number of searches over the selected timeframe.
Observations
While page views for trending questions is up, overall activity in S/O is down slightly.
Answers
Metric: The total number of new answers over the selected timeframe.
The amount of answers that contributors gave decreased by 10% compared to last month. This falls in line because there were also 3% less questions asked.
| Month | # answers | Change from previous month |
| March 2023 | 35 | -10% |
| February 2023 | 36 | -18% |
| January 2023 | 46 | +39.4% |
| December 2022 | 33 | - |
Total Questions in S/O
From March 1, 2022 to March 31, 2023, there have been 304 questions asked in S/O.
| Month | Total # of questions | Change from previous month |
| March 2023 | 304 | +12% |
| February 2023 | 272 | +11% |
| January 2023 | 244 | +17% |
| December 2022 | 208 | - |
Total Answers in S/O
From March 1, 2022 to March 31, 2023, contributors have provided 353 answers in S/O.
| Month | Total # of answers | Change from previous month |
| March 2023 | 353 | +11% |
| February 2023 | 318 | +13% |
| January 2023 | 282 | +19% |
| December 2022 | 236 | - |
Observations
We have more answers than questions because a single question can have multiple contributors helping provide answers. Additional context for an answer might also be posted.