Busy Bees New Zealand Case Study
Busy Bees Aotearoa is one of New Zealand’s largest early-childhood networks. As they scaled, family stories were powerful, but there was still room for improvement. Without structured data, it was difficult to spot issues early enough to act. Resonate CX changed what they could see, and ultimately, how they operate.
Cultivating Exceptional Childcare Experiences at Busy Bees New Zealand
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“Because of all this information and all of this amazing amount of feedback that we’ve had directly from our families, we’ve developed our own CX program, which we call the Busy Bees Way.
We see our program, The Busy Bees Way, as a living thing. We’re constantly learning, sharing, and refining what excellent practice is. It’s about stories that make a difference, not checklists of what to do.”
Rachel Botha
Head of Marketing and Communications | Busy Bees Aotearoa
What Busy Bees Aotearoa discovered
Stories are powerful. But patterns change organisations
Family voices were compelling, but without structure, issues stayed invisible until it was too late. Multi-touch feedback turned individual stories into actionable network intelligence.
Authenticity drives loyalty more than uniformity
Rather than imposing rigid checklists, Busy Bees used feedback to build The Busy Bees Way: a living standard that gave centres the freedom to personalise while maintaining exceptional quality.
When feedback becomes visible culture, it stops being a metric
Family voices printed on walls, shared at conferences, and celebrated in team meetings transformed CX from a dashboard exercise into a daily, shared commitment.
Early detection is the difference between intervention and loss
Sentiment dashboards caught shifts in family experience before enrolment dropped, giving leaders the window to intervene, ask the right questions, and turn situations around.
World-class NPS at scale is only possible with a system, not just intent
Maintaining world-class loyalty scores across hundreds of centres didn’t happen by accident, it required continuous listening, fast closing of feedback loops, and a culture that treated every family’s voice as a signal worth acting on.
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