Case Study: Extraco Banks achieves $2.2M savings and CX transformation with NICE Systems (NICE Satmetrix)

How Quality CX Analysis Changed a Leading Bank’s Business to Save Millions

Extraco Banks, a Waco, Texas–based independent financial institution serving over 120,000 customers with more than $1.5 billion in assets, prioritizes superior customer experience across its 15 centers and Customer Care Center. Despite long-standing customer feedback efforts, the bank struggled with incomplete, manually intensive voice-of-customer analysis and couldn’t reliably measure the impact of service improvements on satisfaction.

Extraco implemented NICE Satmetrix Voice of the Customer to run annual relationship and transactional surveys, apply “fatigue rules,” and deliver role-specific dashboards and automated follow-up workflows. That data-driven approach enabled targeted operational changes (faster mobile deposit processing, streamlined account opening, ATM currency and service updates), a partnership to replace 33 branch ATMs with access to a global network of 55,000+, staff reallocation to higher-value work, and projected savings of $2.2 million — while improving CX reporting and measurable ROI on initiatives.

Extraco Banks

Libby Cain

Senior Vice President, Marketing & Mission Strategy and Customer Experience