Case Study: Solarity Credit Union achieves 40% NPS increase with InMoment

Engaging, Enlightening and Empowering Members Helps Solarity Credit Union Increase NPS by 40 Percent

Solarity Credit Union is a $900M cooperative serving more than 50,000 members with retail and commercial banking products. Although leadership saw member experience as a competitive advantage, their feedback program was limited to twice-yearly mailed surveys and anecdotal evidence, leaving them unable to understand why scores moved, identify root causes after a merger-related dip, or act in real time.

Solarity partnered with InMoment to deploy an experience optimization platform, multiple listening posts and executive-led close‑the‑loop processes, enabling real-time alerts, targeted fixes (for example, drive‑through cameras) and a dedicated member advocate to follow up with detractors. The program quickly transformed the culture into a member-centric organization, allowed issues to be resolved often within 24 hours, and raised Net Promoter Score by more than 40%.

Solarity Credit Union

Ralph Cumbee

Senior Vice President and CXO