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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"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
Building a Strong CX Foundation with Data
Onboarding is Make-or-Break
Early experiences shape long-term satisfaction—TheirCare’s 30- and 90-day onboarding surveys uncovered critical moments to improve.
Real-Time Feedback = Real Results
Acting on live customer insights allowed TheirCare to resolve issues fast and avoid escalation, turning detractors into promoters.
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.
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.
Scalability Doesn’t Have to Sacrifice Experience
With Resonate CX, TheirCare maintained consistent service quality across multiple sites while continuing to grow.
CX Culture Starts with Listening
Embedding a culture of feedback helped TheirCare build trust with families and create a more responsive, caring organisation.
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