Case Study: BAC (Central America's leading bank) achieves a 23-point NPS improvement and real-time customer and employee insights with Medallia Experience Cloud

Reimagining banking by turning customer and employee feedback into action

BAC, the leading financial institution in Central America with over 4.4 million customers, faced the challenge of shifting from a product‑centric to a customer- and life‑centric organization. Existing surveys were low‑response, lacked demographic representation and contextual detail, and didn’t allow BAC to act in real time. To capture the voice of both customers and employees and enable faster, actionable insights, BAC selected Medallia and deployed the Medallia Experience Cloud beginning in 2019.

Medallia’s platform was rolled out across branches, contact centers, web and mobile channels and expanded to employee experience, enabling daily review of feedback, text analytics and automated close‑the‑loop processes. As a result, BAC captured more than 1.8 million responses from 2019–2022 (including over 500,000 in 2022), achieved a sustained 23‑point NPS improvement in contact centers and branches, saw overall NPS rise by over 20 points, maintained response rates ~12% above industry average, and recorded 80,000 agent congratulatory messages — demonstrating measurable loyalty and operational impact from Medallia’s solution.

BAC

Dianne Durman

Regional Assistant Manager of Customer Voice Programs