Case Study: University Federal Credit Union achieves higher member satisfaction with Coconut Software

How UFCU Earned a 2.9/3 Member Satisfaction Score Across 272,500+ Appointments

University Federal Credit Union (UFCU), a member-owned financial cooperative serving more than 347,000 members in Central Texas and Galveston County, needed a better way to manage branch traffic and improve the member experience. Before working with Coconut Software, members often waited in long lines, staff had limited visibility into appointments and walk-ins, and managers lacked reliable data to plan staffing and prepare for meetings.

Coconut Software implemented its appointment scheduling platform, giving UFCU a centralized real-time calendar, video banking and curb-side service capabilities, and better reporting across branches. The rollout reached 29 locations and 350+ users, and UFCU has tracked 272,500+ appointments since launch, with members rating the experience 2.9/3 on average. The improved analytics also helped UFCU uncover new member needs, support refinance campaigns, and expand appointment services across additional business units and Spanish-language offerings.

University Federal Credit Union

Ryan McDonald

Business System Manager