Case Study: Chevron Federal Credit Union achieves reinvigorated member service and real-time closed-loop feedback with InMoment

How Chevron Federal Credit Union Reinvigorated an 80-year Commitment to Member Service

Chevron Federal Credit Union, a not-for-profit serving more than 110,000 members across eight states, faced stagnant Net Promoter Scores and fragmented, slow survey processes that blocked a holistic view of the member journey. Inconsistent, siloed surveys and month-long delays in analyzing feedback prompted leadership to appoint an executive champion and pursue a modern, data-driven CX program.

Working with InMoment, Chevron created a Member Experience Committee, consolidated and redesigned surveys, and deployed a CX platform with advanced text analytics and 28 customized real-time dashboards. They integrated feedback with Salesforce within 90 days to auto-create cases for low scores, enabling same-day follow-up. The program produced immediate improvements in customer intelligence and responsiveness and established a scalable foundation for continued CX gains.

Chevron Federal Credit Union

Margot Asiri

VP of Strategic Initiatives