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.
Read the Full CX Case Study
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.
Turning Family Feedback Into Better Childcare Experiences
Family NPS of +81 proved consistent listening builds trust
Structured NPS and written feedback gave Mayfield a network-wide view of family sentiment. Q1 FY26 delivered a +81 Family NPS, showing that scaling listening did not dilute personal relationships.
Clear ownership turned feedback into timely action
Business Partners handle sensitive follow-up, Centre Managers own local action, and Support Office teams address wider issues. This keeps responsibility clear while keeping the human conversation at the centre.
Live network visibility helped spot issues early
Live feedback across 45 centres helps leaders spot emerging issues early — from family communication to local processes — before they escalate into formal concerns.
NPS and NQS together provide deeper context
Mayfield reads family sentiment, NQS, days of care and occupancy together. Centre-level context helps leaders understand where signals align and where a closer look is needed.
Daily conversations helped scale best practice
Positive feedback is shared to recognise what families value and reinforce what works. Daily manager conversations help high-performing centres share best practices across the network.
+4.5% occupancy connected CX to business progress
Occupancy grew 4.5% while average days of care per family rose from 2.9 to 3.3. With family sentiment visible alongside network indicators, Mayfield can connect CX investment to measurable 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
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
TheirCare
NPS surged in under 1 year as real-time insights turned detractors into advocates across multiple locations. -
- Case Study
Thrive Early Learning Centre
Tripled CX governance across centres, boosting occupancy through always-on family and employee feedback. -
- Case Study
Family First Nurseries
Scaled from 4 to ~100 nurseries with always-on parent feedback, improving family engagement within a week of rollout.
