The Member Effort Gap is the difference between how much effort a member expects to put forth to do business with the credit union and how much effort the member perceives he/she actually did put forth.

The score ranges from -6 to +6. A positive score means the member put forth less effort than he/she expected. A negative score means it was harder to do business with the credit union than the member expected.

Ideally, you would like your score to be a positive score, which indicates you are exceeding the expectations of your members. However, if the positive score is above a 2, something to consider is the expectations your members have going in.