Setting and tracking achievable goals for your individual team members, teams, and your credit union as a whole is an excellent way to gauge the success of your member experience program and ensure you are consistently delivering exceptional, brand-defining member experiences. To assist you in creating goals at every level of your organization, MemberXP offers a goal setting tool that utilizes your survey data and generates tailored goal recommendations.
Where to Access the Goal Setting Tool
In the MemberView portal, navigate to the 'Resources' section and select 'Goal Setting Tool for Surveys.' From there, select the date range and the survey experiences you want to include in your goal setting, then click 'Submit' to generate your goal recommendations.
Please note that we suggest including 12 months' worth of data.
How to Use the Goal Setting Tool
After generating the tool, you will see the 'Organizational Goal Setting' section with two available options. Option 1 displays your credit union’s scores (highlighted in green), alongside MemberXP’s peer high performer and average scores. This option integrates your data with peer benchmarks to provide tailored minimum and stretch goal recommendations.
These recommendations focus specifically on the Net Promoter Score (NPS) and Member Effort Score (MES) and can be viewed either for all experiences combined or broken down by each experience type.
Option 1 is recommended for organizations that have been using MemberXP and have accumulated historical data. This allows for more accurate and insightful goal-setting based on your past performance trends.
Organizational Goal Setting - Option 2 generates minimum and stretch goal recommendations based solely on MemberXP's peer high performer and average scores, and does not incorporate your credit union's data. Similar to Option 1, these recommendations focus on the Net Promoter Score (NPS) and Member Effort Score (MES), and can be viewed either across all experiences combined or for individual experiences.
Option 2 is recommended for credit unions that are new to MemberXP and do not yet have historical data available.
Below the 'Organizational Goal Setting' section, you'll find the 'Individual and Team Goal Setting' options. This section leverages the top and bottom 20% of your Total Individual Scores to offer recommended goal ranges for team or individual goals. Similar to the organizational goals, there are two options available for setting these goals.
Option 1 utilizes the top and bottom 20% of your Total Individual Scores to create a 3-point scale for goal recommendations. The three levels of goal achievement are: Does Not Meet, Meets, and Exceeds.
Option 2 follows a similar approach but categorizes goal achievement into five levels: Does Not Meet, Needs Improvement, Meets, High Meets, and Exceeds.
Please note that your recommended goal ranges may vary from the example, as they are based on your team's Total Individual Scores.
Finally, you have the option to export the goal setting tool to Excel. If you wish to do this, simply click the export button located at the top of the tool, which will appear after you have generated the tool.
If you would like to learn more about setting goals with MemberView, click here, or reach out to your Client Success Manager.
