The Power of Listening: How C12 Uses NPS to Drive Excellence

C12’s bold vision is to change the world by advancing the gospel in the marketplace. One way C12 measures impact is through the NPS. In this video, Michele Jech shares C12’s NPS journey, from global surveys to geographic insights, and the discovery of four key drivers of member satisfaction and loyalty. C12’s commitment to continuous improvement and data-driven decisions led to a 26% rise in NPS, a sharp drop in attrition, and a 109% increase in CLV.

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