Family First Nurseries: Scale to ~100 Nurseries, Quality Intact
Family First built their reputation on warm, personal care where every parent felt heard and every child felt safe. As they expanded rapidly across the UK, the challenge was keeping that feeling alive in every single nursery. Real-time parent feedback became the thread that held it all together.
4 → 100
Nurseries Scaled
Without losing closeness
In Days
Family Engagement Lift
Across nearly 100 sites
Same Day
Feedback Response
Every parent. Every nursery. Every night.
PARENT ENGAGEMENT
OPERATIONAL EFFICIENCIES
FEEDBACK TRANSPARENCY
BEFORE
Started with 4 nurseries where feedback was manually collected and not centralised, making it difficult to track parent sentiment consistently.
Administrative tasks took up valuable time, limiting staff focus on core family engagement.
No clear visibility on NPS scores or sentiment trends across multiple locations.
AFTER
Scaled to ~100 nurseries where real-time feedback was collected, with same-day responses and daily summaries sent to leaders, improving engagement.
Staff time freed up for core activities, with leaders gaining real-time insights without adding extra admin.
Family First achieved gold-standard NPS scores (~70+) across key measures, with actionable insights guiding improvement strategies at each nursery.
Turning Feedback into Daily Action with Resonate CX
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"Life is about looking for patterns, and I’m always looking for them in what parents tell us.
Feedback is the breakfast of champions, and we like eating a big breakfast of feedback every day. The principle is that, before the child goes to bed at night, we’ve responded to the feedback."
Tony Page
Chief Executive Officer | Family First Nurseries Group
Scaling 100 nurseries without losing closeness
Sustainable growth needs a listening system, not just a growth plan.
Scaling from 4 to 100 nurseries without losing closeness only worked because feedback was structured, consistent, and always on. Ad-hoc listening doesn't scale. A system does.
Communication is as important as quality of care
Parents rated child development highly — but flagged communication as the gap. That single insight drove an upgrade that improved family engagement within one week across nearly 100 settings. One data point. One decision. Measurable impact.
Early signals allow early conversations
A cluster of transition-related feedback surfaced before families disengaged. An open evening was organised. Extra care and attention were applied. The standard of care improved before a single complaint was filed. That's what early detection looks like.
When feedback becomes a daily habit, the whole organisation moves faster
Nightly summaries. Same-day responses. Real-time visibility for senior leaders. Faster insight means faster decisions — and stronger relationships between staff and the families they serve.
A shared view across 100+ nurseries turns individual scores into network intelligence
High-performing nurseries become reference points. Improvement areas become visible and actionable. What used to sit hidden in a quarterly report is now in every leader's hands, every morning.
Family First Nurseries Group
Family First Nurseries is a fast-growing UK childcare provider focused on high-quality, family-centered early education and care.
INDUSTRY
Nursery / Early Education
HEADQUARTERS
United Kingdom
Ready to Scale Your Nursery Network Without Losing the Closeness That Matters?
See how Resonate CX helps nursery groups listen at scale — and act before families even think about leaving.
Recognised for CX Excellence | Spring 2026
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