Guides & Reports

Best practice series: Goal Setting Guide

Setting goals for a Member Experience Program can be a daunting prospect for managers and executives charged with this task. These goals often affect team members’ compensation and setting a goal that’s too low or lofty can impact long-term buy-in for your program.

Having collected more than 7 million member surveys in the past 10 years for more than 140 credit unions, we have gained insights about loyalty score movement and the things that can influence it. In this brief guide, Member Loyalty Group (MLG) provides general recommendations about loyalty goal setting for 2021.

This guide is an overview of how MLG participating credit unions approach goal setting and a review of benchmark information that can be used as a guidepost as credit unions set goals for the upcoming year and beyond.

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