Setting Smarter Member Experience Goals in 2026

Setting the wrong target can have lasting consequences, too low and you risk stagnation, too high and you risk eroding buy-in from staff and members alike. That’s why we’ve released our 2026 Goal Setting Guide, designed specifically to help credit union leaders align member experience goals with broader strategic priorities.

The full guide walks through benchmarks, methodologies, and best practices backed by over 12 million member surveys across more than 200 credit unions. Below, we’re sharing a preview of key themes that can help you sharpen your approach.

3 Things to Consider Before Setting Your 2026 Goals:

1. Balance Leading and Lagging Indicators

• Leading indicators like Member Effort Score (MES) and Overall Satisfaction provide actionable, real-time insights.
• Lagging indicators like Relationship Net Promoter Score (NPS) measure loyalty over time.
  Credit unions that balance both are better positioned to adjust quickly while tracking the long-term impact.

2. Align Goals with Major Strategic Initiatives

Planning to open new branches? Launch new digital services? Undergo a core conversion? Your goals should anticipate the member impact of these initiatives. For example, temporary declines in NPS during digital conversions are common, but post-recovery, scores often climb higher than before.

3. Choose the Right Goal-Setting Approach

Some credit unions use exact targets, others set tiered levels (minimum, target, stretch), and many compare against MLG benchmark percentiles to track competitive positioning. Each approach has advantages, but the key is ensuring targets are both challenging and realistic.

How to Use This Guide

The Member Loyalty Group 2026 Goal Setting Guide is designed to make the process less daunting for executives. Inside, you’ll find:

• Examples of role-based goal setting for executives, managers, and frontline teams.
• Insights on statistical significance and why it matters in evaluating results.
• Data-driven charts showing what realistic improvement looks like for NPS, OSAT, MES, and Experience Attributes.
• Tips on how to adjust goals when major organizational changes are planned.

Ready to Set Goals That Drive Growth?

The 2026 Goal Setting Guide goes beyond tips to provide data, benchmarks, and tested strategies credit unions can apply immediately.

Download the Full Guide to access all the details and set your credit union up for success in 2026.