Case Study: CoastHills Credit Union boosts NPS to 70 and cuts insight time to 3 hours with SurveyMonkey and Power BI

Improving NPS and customer care by visualizing feedback in Power BI

CoastHills Credit Union, a $1B institution serving 66,000 members, was sending 10,000 surveys monthly to measure customer satisfaction but relied on an outsourced, slow reporting process that delayed feedback for up to 45 days. That lag prevented tellers from linking service interactions to incentive payouts and blocked timely improvements in customer care and team performance.

By deploying SurveyMonkey CX and Enterprise with a Microsoft Power BI integration and automating NPS surveys after each teller interaction, CoastHills moved to near–real-time reporting (updates every three hours) with drill-down dashboards for tellers, managers, and executives. The changes cut time-to-insight from 45 days to 3 hours and helped NPS climb from about 65 to 70+, a strong result versus typical financial-services benchmarks.

CoastHills Credit Union

Scott Olson

Assistant Vice President Business Intelligence