Case Study: First Commonwealth boosts NPS and member loyalty with AskNicely

First Commonwealth boosts NPS by 11 points with AskNicely

First Commonwealth Federal Credit Union, a large consumer-friendly financial institution, was struggling with inconsistent service delivery and member churn. They needed a better way to collect and act on member feedback to improve experiences. They turned to the vendor AskNicely and implemented its customer experience management platform to address these challenges.

Using AskNicely's automated survey tools and feedback platform, First Commonwealth was able to share direct customer insights with frontline teams and implement an incentive program based on member scores. This solution provided the actionable data needed for personalized coaching. As a result, First Commonwealth achieved an 11-point increase in their NPS score, receiving detailed positive testimonials and significantly improving member loyalty.

First Commonwealth