2027 Member Experience Goal Setting Guide

Setting the right goals for a Member Experience Program gives leaders an opportunity to inspire meaningful impact and drive long-term loyalty. Because these goals often influence compensation, thoughtfully designed goals can create strong alignment across the organization.

Over the past 18 years, we have worked with over 200 credit unions to gather more than 17 million-member surveys, gaining exclusive insights into the factors that influence changes in member loyalty scores.

This guide provides general recommendations about MX goal setting for 2027, including an overview of how our participating credit unions approach goal setting based on survey feedback. We will also review benchmark information that can be used as a guidepost for setting goals in the upcoming year and beyond.

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