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Childcare Customer Experience: Opportunities for Growth

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The childcare sector has experienced dramatic growth and childcare CX is becoming critical to the success of centers.

The need for a customer experience focus partly relates to the increasing number of children in approved Long Day Care centers in Australia. Family expectations are also growing.

Long Day Care has become a significant social service. As it is seen as both a mechanism to support labour force participation. And as an important form of early learning and education.

Key Statistics that impact childcare services:

  • The number of families with both parents working is increasing, currently more than 60% of families have two working parents.
  • There are more than a million one-parent families this is 16 % of all families. This family structure not only drives the demand for childcare but for more cost-effective services with flexible hours and rates.
  • The growing urban lifestyle influences positively the demand for childcare facilities as people are becoming aware of the benefits to infants, toddlers, and children in the early childhood stage.

Together with an increase in demand and changes in government regulations, family expectations and needs are also changing. Especially during the COVID-19 pandemic and in a post-pandemic world, the needs and concerns of families are expected to be further disrupted. Compliance around hygiene and health will also grow in cost.

Childcare service providers find themselves in the middle of changing expectations and requirements that make it crucial to understand these changing needs and build a more efficient process to service these needs and the market.

The childcare industry is embracing new opportunities to drive improved family experience together with value-added services.

Key challenges and opportunities in childcare:

  • Increasing brand advocacy through customer-focused quality services
  • Servicing best in class care and most appropriate care to retain families and reduce controllable churn
  • Differentiating with relevant value-added services or propositions
  • Attracting and enrolling to maintain sustainable occupancy levels
  • Attracting and retaining good staff and reduce staff churn
  • Making large capital investments in expansion and growth more effective

Real-time insights through both childcare Voice of Customer and childcare Voice of Employee programs are enabling providers to capture family and employee feedback along the journey. This also allows the service to quickly and appropriately address concerns and recover bad experiences. It is helping improve understanding of the family and employee expectations as well as validate the key business investments and grow business in this ever-changing environment.

Leading providers are focused on childcare customer experience. Many providers are looking at improving their customer experience through real-time data insights that effectively manage their business operations and growth.

If you would like to learn more about how to create a successful childcare customer experience program please feel free to get in touch.

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Written by

Tuuli Toivainen

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