Improving NPS and customer care by visualizing feedback in Power BI Scott Olson AVP Business Intelligence More timely feedback to drive action CoastHills, the largest credit union in California’s central coast with $1 billion in assets and 66,000 members, was committed to improving customer service by getting regular feedback from customers after each teller interaction. However, the company had outsourced the survey process, and getting feedback took up to 45 days. Once survey results came in, it took CoastHills employees several additional days to analyze the data and create a report. Tellers, who received incentives for “perfect” customer service scores, had no idea what their incentive payouts would be for the previous month, and couldn’t make a clear connection between the

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