CX CASE STUDY

TheirCare Case Study

By partnering with Resonate CX, TheirCare streamlined feedback across locations, boosted NPS, and transformed onboarding pain points into moments of delight—all while scaling nationwide with confidence.

Transforming CX in Childcare

Discover how TheirCare turned customer feedback into fuel for growth.

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Elevating Customer Experience and Drive Growth with TheirCare

KEY LEARNINGS

Building a Strong CX Foundation with Data

01

Onboarding is Make-or-Break

Early experiences shape long-term satisfaction—TheirCare’s 30- and 90-day onboarding surveys uncovered critical moments to improve.

02

Real-Time Feedback = Real Results

Acting on live customer insights allowed TheirCare to resolve issues fast and avoid escalation, turning detractors into promoters.

03

Inner Loop + Outer Loop = Full Coverage

TheirCare’s approach addressed both individual concerns (inner loop) and systemic improvements (outer loop), leading to continuous CX gains.

04

NPS is More Than a Number

By tracking and acting on NPS weekly, TheirCare used the score as a performance driver—not just a metric.

05

Scalability Doesn’t Have to Sacrifice Experience

With Resonate CX, TheirCare maintained consistent service quality across multiple sites while continuing to grow.

06

CX Culture Starts with Listening

Embedding a culture of feedback helped TheirCare build trust with families and create a more responsive, caring organisation.

"We wanted to capture the entire customer journey. The first 30 and 90 days are critical for families adjusting to our services.

By implementing these touchpoints, we gained valuable insights into their early experiences and could make improvements accordingly."

Christian O'Meara

General Manager and Support | TheirCare

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