Case Study: First Commonwealth achieves +70 NPS and improved member retention with AskNicely

How First Commonwealth Started Getting Love Letters from their Members

First Commonwealth, a credit union, was collecting member scores but lacked the detailed, actionable feedback needed to understand what drove those scores and to save members at risk of leaving. They turned to AskNicely, using real-time feedback and coaching to get timely, meaningful insights and to deliver those insights to the people who could act on them.

AskNicely captured richer member feedback, automated low‑value tasks, and fed location-level scores, risk flags, and personalized coaching and praise to frontline teams via the app; an incentive program tied to member scores reinforced behavior change. Over five months First Commonwealth’s NPS climbed 11 points to +70, they began receiving detailed promoter “love letters,” and saw measurable improvements in retention, referrals, and frontline coaching—driven by AskNicely’s solution.

First Commonwealth

Damaris Sirop

VP Director Member Experience