Case Study: Chevron Federal Credit Union reinvigorates member service with InMoment

Chevron Federal Credit Union closes the loop in 90 days with InMoment

Chevron Federal Credit Union, a not-for-profit financial institution, faced stagnant NPS scores and slow responses to member feedback due to disconnected, manual survey processes across its departments. To address this, they partnered with the vendor InMoment to develop a modern, data-driven customer experience program and implement its CX technology platform.

InMoment's solution involved a deep-dive analysis of surveys, the deployment of a new platform with advanced text analytics, and its integration with Salesforce for case management. This enabled Chevron FCU to combine data sources into unified intelligence, present it via real-time dashboards, and automatically trigger follow-up actions. The results included the ability to close the feedback loop and enable actionable responses on the same day a survey was submitted, reinvigorating their commitment to member service.

Chevron Federal Credit Union