CX CASE STUDY

Junior Adventures Group: Always-On CX for 100,000+ Children

Discover how Junior Adventures Group is transforming outside school hours programmes with AI-powered CXM

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1,000+

Schools Supported

Across Australia, New Zealand, the UK & Ireland.

100K+

Children Reached

Enriching lives outside the traditional curriculum.

Annual → Always-On

Real-Time Feedback

Once-a-year surveys replaced with a continuous voice of customer programme.

Transforming CX in education

Transforming Outside School Hours Programmes with AI-Powered CXM

	BEFORE	AFTER
FEEDBACK CADENCE	Annual surveys and occasional pulse checks — with no real-time visibility across 1,000+ schools	Always-on voice of customer programme delivering continuous, real-time parental sentiment across every school and programme
DECISION MAKING	Gut-feeling decisions with limited data; no ability to identify NPS drivers or act on emerging trends	Data-driven strategies powered by real-time NPS and AI text analytics — with measurable KPIs built around CX metrics
ISSUE RESOLUTION	Problems identified only after escalation, with no early warning system to prevent complaints	AI-powered text analytics enabled proactive issue detection, consistently maintaining low complaint and incident levels

BEFORE

Annual surveys and occasional pulse checks — with no real-time visibility across 1,000+ schools

AFTER

Always-on voice of customer programme delivering continuous, real-time parental sentiment across every school and programme

BEFORE

Gut-feeling decisions with limited data; no ability to identify NPS drivers or act on emerging trends

AFTER

Data-driven strategies powered by real-time NPS and AI text analytics — with measurable KPIs built around CX metrics

BEFORE

Problems identified only after escalation, with no early warning system to prevent complaints

AFTER

AI-powered text analytics enabled proactive issue detection, consistently maintaining low complaint and incident levels

Coffee with Resonate

Transforming OSHCs Through AI-Powered CXM with Junior Adventures Group

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“It’s like switching a light bulb on. It’s like we can finally listen to our customers and see what’s going on in real-time to help us make much better decisions.

We chose Resonate CX because it’s a beautiful, simple program that our teams use very easily. It’s intuitive and provides us with exactly what we need in terms of family relationships."

Sam Wallace

Group General Manager, Product and Partnerships | Junior Adventures Group

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KEY LEARNINGS

Leading the Way to Excellence

Real-time data turns gut feeling into competitive advantage

JAG replaced once-a-year surveys with a continuous customer experience management programme, giving teams real-time visibility into parental sentiment. The result: faster decisions, sharper programme design, and offerings that precisely match what families actually need.

AI-powered analytics keep complaints from ever reaching the surface

With AI-driven text analytics sorting through high volumes of verbatim feedback, JAG could identify and resolve issues before they escalated. Proactive intervention became the norm — consistently maintaining low complaint and incident levels across a 1,000-school network.

Data-backed school partnerships replace relationship guesswork

Regional directors used real-time CX insights to lead more strategic conversations with school principals and decision-makers. The outcome: stronger partnerships, measurable KPIs around CX metrics, and more resilient school relationships built on evidence rather than assumption.

Understanding the ‘why’ turns parents into long-term advocates

Real-time NPS and driver analysis gave JAG the context to have more honest, meaningful conversations with families. By addressing the root causes of dissatisfaction — not just the symptoms — detractors were converted into promoters, strengthening the voice of customer programme over time.

CX insights make every team smarter, faster

Deep NPS driver analysis revealed exactly where coaching and training could have the highest impact — from educators to regional directors. Learning and development programmes were updated rapidly and effectively, with CX data as the brief.

Feedback is now a cornerstone of strategic planning

JAG is embedding CX insights deeper into operations and long-term planning — including exploring new ways to give children a voice in their own development journey. The outside school hours care programme is evolving from a feedback user into a feedback-first organisation.