Insight Early Learning: One Standard of Care across 9 Centres
Insight Early Learning uses Resonate CX to capture family feedback, empower centre directors and share best practices, achieving an NPS of +81 in September and exceeding benchmarks from June to August.
Read the Full CX Case Study
September NPS
NPS recovered from a July dip of +67 to +79 in August and +81 in September.
Points Above Benchmark
August NPS of +79 against an early learning benchmark of +62. Ahead of benchmark in June, July and August.
On Five Experience Drivers
In August, every family agreed on Educator Quality & Compassion, Curriculum, Child Development, Nutritious Meals, and Facilities & Environment (benchmarks 90–93%).
How Insight Early Learning Built a Consistent Family Experience Across 9 Centres
Feedback Visibility
Relied on informal conversations, emails and director reports. The happiest and unhappiest families spoke up; uncertain or disengaging families often went unheard.
Structured feedback from families at all 9 services, with every response read by the Managing Director. Hidden issues now surface early, like a 4/10 score about missed greetings the centre director had no idea about.
Family Advocacy
No consistent, network-wide measure of how families felt. The support office heard what directors believed families were experiencing, not what families said.
NPS of +81 in September and ahead of the early learning benchmark every month from June to August (+79 vs +62 in August); five experience drivers at 100% in August.
Network Learning
Strong practice stayed inside the centre where it happened. Some services had great relationships but little documented feedback; others had feedback but no consistent way to act on it.
The fortnightly Wise Watch newsletter shares the Resonate CX leaderboard and family verbatims across all 9 services, alongside occupancy and growth leaderboards, so top performers like Port Coogee become a learning resource.
Turning Family Feedback Into Better Childcare Experiences
A 4/10 score about missed greetings exposed a trust gap the centre director never knew existed
Inconsistent greetings and limited communication affected family confidence, prompting clearer welcome roles, personalised handovers, greater leadership visibility and follow-up.
Centre directors acted quickly, escalating only policy changes to the support office
Insight introduced Resonate CX as a tool for improvement, empowering centre directors to act on family feedback independently. As Angela says, “Acting on feedback solely sits with the centre directors. It’s their service.”
A fortnightly leaderboard helped all 9 centres learn from top performers
Insight’s The Wise Watch combines family feedback, Google reviews and leaderboards to share best practices, highlighting Port Coogee’s welcoming and culturally inclusive environment as a model for other centres.
Reviewing every response ensured no feedback was missed across 9 services
Managing Director Angela Dorrian reviews every response to spot trends across services. Unacknowledged feedback prompts supportive follow-ups, helping resolve issues before they lead to withdrawn enrolments.
Treating neutral scores as opportunities helped NPS recover from +67 to +81 in two months
Insight treats neutral scores as opportunities to improve. Through team conversations, clear expectations and healthy competition, NPS rose from +67 in July to +81 in September. In August it sat 17 points above the early learning benchmark (+79 vs +62), with five drivers at 100%.
Linking family experience to occupancy made CX a core leadership metric
Insight links family experience to occupancy, holding leaders accountable for CX alongside operational metrics. Resonate CX reveals individual feedback and network-wide trends.
Insight Early Learning is an Australian childcare provider focused on innovative, play-based education, inclusive care and nature-inspired learning environments that help children thrive.
Childcare | Early Education
HEADQUARTERSAustralia
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
Tops Day Nurseries
A 10% NPS rise and 33% eNPS gain across 30+ nurseries, reducing churn and lifting customer lifetime value. -
- Case Study
Busy Bees New Zealand
Sustained world-class NPS across hundreds of centres with 30/60/90-day feedback and early churn intervention. -
- Case Study
Junior Adventures Group
Replaced annual surveys with always-on CX across 1,000+ schools and 100,000+ children, driving real-time decisions.
