Busy Bees New Zealand: World-Class NPS Across 100s of Centres
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.
Read the Full CX Case Study
Maintained at Scale
Sustained at world-class levels across one of New Zealand’s largest early-childhood networks — proof that loyalty and scale aren’t a tradeoff.
Multi-Touch Listening + Ongoing
Structured programmes capture family sentiment at every critical journey moment — eliminating the blind spots stories alone could never close.
Unified on One CX Platform
One connected feedback engine running across hundreds of centres, giving every leader the same real-time view of family experience.
Cultivating Exceptional Childcare Experiences at Busy Bees New Zealand
Family Sentiment Visibility
Stories from parents were powerful but incomplete — centre teams couldn’t always see issues early enough to act.
Multi-touch feedback programmes (30/60/90-day + ongoing) map the entire family journey, turning individual stories into network-wide pattern intelligence.
CX Approach
Risk of a rigid, checklist-led model that flattens the personality of every centre.
“The Busy Bees Way” — a living CX programme built from real family feedback, letting centres personalise experiences while holding world-class quality.
Issue Detection
Problems surfaced after enrolment dropped — reactive, not preventive.
Resonate CX dashboards flag sentiment shifts early, enabling leaders to intervene, ask the right questions, and turn situations around before customers are lost.
“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.”
Head of Marketing and Communications | Busy Bees Aotearoa
What Busy Bees Aotearoa Did Differently
World-class NPS at scale needs structured listening
Maintaining world-class loyalty across hundreds of centres required a system that could hear every family. 30, 60 and 90-day feedback, plus ongoing touchpoints, created continuous, actionable insights.
Stories are powerful. Patterns change organisations
Family stories were compelling, but structured data turned individual voices into network-level patterns, helping leaders act before loyalty eroded.
Authenticity beats uniformity
Busy Bees used feedback insights to build The Busy Bees Way — a living programme that sets clear standards while giving centres the freedom to reflect their communities.
Early detection enables intervention
Resonate CX dashboards surfaced sentiment shifts before they appeared in enrolment numbers, giving leaders time to intervene, close the loop and turn situations around.
Data-guided coaching elevates every centre
Dashboards gave leaders targeted conversations for each centre, while shared success stories helped high-performing centres become reference points for the wider network.
When feedback becomes culture, it stops being a metric
Busy Bees shared family voices on walls, at conferences and in team meetings. Feedback became part of centre culture, helping educators take pride in what families said.
Busy Bees Aotearoa delivers high-quality, culturally responsive early education across New Zealand, backed by a global childcare network.
Childcare | Early Education
OPERATIONNew Zealand
PARENT COMPANYBusy Bees
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Fall 2026
Related Resources
-
- Case Study
Family First Nurseries
Scaled from 4 to ~100 nurseries with always-on parent feedback, improving family engagement within a week of rollout. -
- Case Study
Mayfield
Achieved a world-class +81 NPS across 45 childcare centres using real-time family feedback to identify concerns sooner. -
- Case Study
Thrive Early Learning Centre
Tripled CX governance across centres, boosting occupancy through always-on family and employee feedback.
