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
World-Class NPS
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.
30 / 60 / 90 Days
Multi-Touch Listening + Ongoing
Structured programmes capture family sentiment at every critical journey moment — eliminating the blind spots stories alone could never close.
100+ Centres
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
|
BEFORE |
AFTER |
|
|---|---|---|
|
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 |
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 |
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.”
Rachel Botha
Head of Marketing and Communications | Busy Bees Aotearoa
What Busy Bees Aotearoa Discovered
World-class NPS at scale only survives with a structured listening system
Maintaining world-class loyalty scores across hundreds of centres didn’t happen because Busy Bees cared more — it happened because they built a system that could hear every family at scale. Multi-stage feedback programmes at 30, 60, and 90 days plus ongoing touchpoints replaced incomplete stories with continuous, actionable pattern intelligence.
Stories are powerful. Patterns change organisations
Family voices were compelling on their own, but without structured data, issues stayed invisible until they hurt enrolment. Resonate CX turned individual stories into network-level patterns — giving leaders the signal they needed to act before loyalty eroded, not after.
Authenticity beats uniformity — loyalty lives in personalisation, not checklists
Instead of imposing a rigid playbook, Busy Bees used feedback insights to build The Busy Bees Way — a living programme that set clear standards while giving centres the freedom to reflect their communities. As Rachel Botha put it: “It’s about stories that make a difference, not checklists of what to do.” That philosophy is why families stay.
Early detection is the difference between intervention and lost enrolment
Resonate CX dashboards surfaced sentiment shifts before they showed up in enrolment numbers. That early-warning window gave leaders the chance to intervene — ask the right questions, close the loop, and turn a drifting family around before they chose another provider. Prevention at scale beats recovery every time.
Data-guided coaching elevates every centre, not just the top performers
Dashboards gave leaders targeted, specific conversations to have with each centre — replacing generic management advice with evidence-based coaching. Paired with shared success stories at conferences, it turned high-performing centres into the reference point for the rest of the network.
When feedback becomes visible culture, it stops being a metric
Busy Bees printed family voices on the walls. They shared feedback at conferences. They celebrated it in team meetings. What started as dashboard data evolved into a culture where educators took pride in what families said — and where customer experience became something every centre lived, not something head office measured.
Busy Bees Aotearoa
Busy Bees Aotearoa delivers high-quality, culturally responsive early education across New Zealand, backed by a global childcare network.
INDUSTRY
Childcare | Early Education
OPERATION
New Zealand
PARENT COMPANY
Busy 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: Summer 2026
More Case Studies
Case Studies
TasNetworks
Replaced a decade-old VoC programme with real-time CX, growing monthly feedback from 140 to 5,000 responses.Case Studies
Busy Bees Aotearoa New Zealand
Sustained world-class NPS across hundreds of centres with 30/60/90-day feedback and early churn intervention.Case Studies
Thrive Early Learning Centre
Tripled CX governance across centres, boosting occupancy through always-on family and employee feedback.Case Studies
Family First Nurseries Group
Scaled from 4 to ~100 nurseries with always-on parent feedback, improving family engagement within a week of rollout.Case Studies
Spacemade
Swapped 6–12 month surveys for weekly CX signals, lifting response volume 25% to enable proactive retention.Case Studies
TheirCare
NPS surged in under 1 year as real-time insights turned detractors into advocates across multiple locations.Case Studies
Workspace Group
Achieved 50%+ survey response rates and data-backed investments improving Wi-Fi, facilities, and sustainability scores.Case Studies
Junior Adventures Group
Replaced annual surveys with always-on CX across 1,000+ schools and 100,000+ children, driving real-time decisions.Case Studies
Latrobe Community Health Service
Achieved a 61% increase in feedback responses and an NPS peak of +77, closing the loop on community health experience.Case Studies
Tops Day Nurseries
A 10% NPS rise and 33% eNPS gain across 30+ nurseries, reducing churn and lifting customer lifetime value.Case Studies
Sandvik Group
Launched relationship NPS and support centre CX across 150 countries, identifying top loyalty drivers enterprise-wide.Case Studies
Expedia
Deployed real-time CX dashboards across 200+ booking sites in 75 countries, driving NPS-led quarterly action plans.Case Studies
BCF (Boat, Camping and Fishing)
Grew NPS by 17+ points across 136+ stores in 4 years, using customer feedback to expand share of wallet.Case Studies
Workplace Assured
Achieved 25%+ response rates on a first-ever VoC programme, closing the loop in real time with frontline advisors.Case Studies
Walmart China
Piloted across 10 stores, then scaled to 400+ locations and 100,000+ staff with a steady NPS uplift.Case Studies
Rebel Sports
Embedded real-time feedback across 90+ stores, driving strong NPS growth and customer-led business decisions.
