Mayfield: +81 NPS Across 45 Childcare Centres
Mayfield achieved a world-class +81 NPS across 45 childcare centres through real-time family feedback and faster action on parent concerns.
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Family Net Promoter Score
Reported for Q1 FY26 and described by Mayfield as world-class advocacy across the 45-centre network.
Meeting or Exceeding NQS
Across Mayfield’s reported centre portfolio, family experience aligned with service-quality performance.
Days of Care per Family
Average days of care rose from 2.9 to 3.3 per family per week, alongside 4.5% occupancy growth.
How Mayfield Built a Consistent Parent Experience Across 45 Centres
Feedback System
Close everyday centre conversations, but no structured way to hear from families in their own time across a growing 45-centre network.
Live NPS and written family feedback captured across all 45 centres, sitting alongside the formal concerns register for a fuller view.
Network Visibility
Support office could see themes only through formal escalations — patterns across centres were hard to spot early.
One live view across 45 centres with centre-level context, now being extended to Centre Managers for direct access.
Family Advocacy
No standardised network-wide NPS or family sentiment measure to sit alongside NQS and occupancy indicators.
Family NPS of +81 in Q1 FY26 with 96% of centres Meeting or Exceeding NQS — read together with a +4.5% occupancy lift.
“To be able to really hear and listen to our families… that comes back to trust, because we’re valuing them, their opinion and their feedback. It’s about putting out those spot fires before they erupt into a big blaze.
The Resonate CX platform has it all there in front of you. It’s easy to access, it’s easy to view, and being able to have that holistic view of your business is so valuable.”
Head of Operations | Mayfield Early Education
Turning Family Feedback Into Better Childcare Experiences
Family NPS of +81 proved consistent listening builds trust across a 45-centre network
Complementing everyday centre conversations with structured NPS and written feedback gave Mayfield a network-wide read on family sentiment. Q1 FY26 delivered a +81 Family NPS, described by Mayfield as world-class — evidence that scaling listening did not dilute the personal relationships already in place.
Clear ownership across Business Partners, Centre Managers and Support Office turned feedback into timely action
Business Partners handle sensitive family follow-up as a neutral point of contact. Centre Managers own local action and team reflection. Support-office teams step in on facilities or wider operational issues. The structure keeps the human conversation at the centre while making responsibility for each next step unambiguous.
Live network visibility helped Mayfield put out spot fires before they erupt into a big blaze
As Head of Operations Jess Grant put it: acting on early signals prevents small issues becoming systemic ones. Live feedback across 45 centres lets leaders see when a communication theme relates to family updates, a particular journey stage, or a local process — long before it escalates into a formal concern.
Reading NPS alongside NQS gave leaders the context behind headline scores
Mayfield keeps family sentiment, service quality (NQS), days of care and occupancy as distinct measures — but reads them together. Resonate CX provides the centre-level context that explains where signals align and where a closer look is needed, so leaders move beyond a single headline number.
Daily manager conversations scaled strong practice from high-performing centres to all 45
Positive feedback is shared to recognise what families value and reinforce what is already working. Combined with daily support-office manager calls, high-performing centres effectively become case studies for the network, accelerating adoption of what good looks like.
Occupancy growth of +4.5% connected family experience to measurable network progress
Between the first week of March and the week ending 10 May 2026, occupancy grew 4.5% and average days of care per family rose from 2.9 to 3.3 — approximately +14%. With family sentiment now visible alongside quality and network indicators, Mayfield has the evidence to link CX investment to commercial outcomes.
Mayfield Early Education is an Australian early learning provider delivering high-quality, play-based education through a growing network of childcare centres.
Childcare | Early Education
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