TheirCare: NPS Uplift Across a Growing Childcare Network
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.
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30 & 90
Day Onboarding Surveys
Two new feedback touchpoints revealing early settling-in challenges that were invisible to the organisation and simplifying onboarding to reduce long-term churn risk.
Weekly
NPS Detractor Review
Converting dissatisfied families into resolved cases and brand advocates before issues have a chance to escalate.
2-Week
CX Programme Launch
Resonate CX's industry-leading 2-week onboarding meant TheirCare was capturing real-time customer feedback across multiple locations within a fortnight.
Discover How TheirCare Turned Customer Feedback into Fuel for Growth.
|
BEFORE |
AFTER |
|
|---|---|---|
|
ONBOARDING EXPERIENCE |
Feedback limited to long-term relationship surveys — the critical first 30 and 90 days of a family's experience were completely unmeasured, leaving early churn drivers invisible until families had already disengaged |
30-day and 90-day onboarding surveys introduced; data revealed the settling-in period posed specific challenges for parents and children. TheirCare simplified the onboarding process in direct response — improving first impressions and reducing early-stage churn risk across all locations |
|
ISSUE |
No structured mechanism to identify dissatisfied parents or route their concerns to the right person quickly — issues went unresolved or escalated without the business having the data to intervene proactively |
Weekly NPS scoring with detractors flagged for immediate review; area managers personally reached out to concerned parents within the week — turning at-risk families into resolved cases and, ultimately, brand advocates through consistent closed-loop follow-up |
|
Multi-Location Visibility |
No centralised real-time view of customer experience performance across locations — area managers operated without shared data, making it impossible to identify where service standards were slipping or where action was most needed |
Role-specific dashboards gave area managers and operational teams real-time visibility across all locations; data-backed CX discussion embedded into regular team meetings — making customer experience an operational priority at every level of the 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
Building a Strong CX Foundation with Data
30-day and 90-day surveys exposed the settling-in period as the highest churn risk — and fixed it
TheirCare's initial CX programme focused on long-term relationship feedback. It worked — but it missed the window where families were most likely to disengage. By introducing 30-day and 90-day onboarding surveys, the team discovered that the settling-in period posed specific, identifiable challenges for parents and children adjusting to outside school-hours care. Acting on that data, TheirCare simplified the onboarding process. The result was a better first impression and a lower early-stage churn risk — changes that compounded in value across every new family enrolled across multiple locations.
Weekly detractor reviews converted dissatisfied families into advocates before they churned
NPS is most valuable not as a periodic score but as a weekly operational signal. TheirCare implemented a rhythm of weekly NPS review, with detractors flagged for immediate action and area managers personally contacting concerned parents to acknowledge and resolve their issues. This closed-loop cadence transformed the organisation's relationship with negative feedback: instead of a metric to observe, it became a trigger to act. Dissatisfied families who received a direct, timely response became some of TheirCare's most loyal advocates — reinforcing the commercial case for fast loop closure.
The inner and outer loop framework separated individual fixes from systemic improvement
TheirCare structured their feedback programme around two distinct loops: the Inner Loop, which resolved individual parent concerns quickly, and the Outer Loop, which aggregated feedback to drive systemic improvements aligned with organisational values. This distinction is critical. Without an outer loop, feedback programmes fix symptoms but never address root causes. Without an inner loop, systemic improvements arrive too late for the families whose concerns triggered them. TheirCare's dual-loop design ensured that every piece of feedback drove both an immediate response and a longer-term service improvement.
Real-time multi-location dashboards gave area managers the data to act, not just observe
Running a high-quality outside school-hours care operation across multiple locations creates a visibility problem: the experience at one centre can drift without senior leadership knowing until a pattern of complaints emerges. Resonate CX's role-specific dashboards solved this by giving area managers a real-time, location-level view of NPS and service performance. CX data moved from being a report reviewed quarterly to a live input reviewed weekly — enabling targeted interventions at specific locations before issues became organisational problems.
Embedding CX data into team meetings made customer-centricity a weekly operational habit
Technology enables listening. Culture determines whether anything changes. TheirCare embedded Resonate CX data into regular operational and area manager discussions, making customer experience a standing agenda item rather than a separate reporting exercise. When CX pain points are reviewed in team meetings, they become priorities that the team owns — not recommendations that drift between reports. This cultural integration is what transformed TheirCare from an organisation that collected feedback into one that acted on it consistently, at every level.
A 2-week implementation meant the programme was live before momentum was lost
One of the most common failure points for CX programmes in growing organisations is implementation drag — the gap between the decision to invest and the moment insights start flowing. Resonate CX's 2-week onboarding, the fastest in the industry, meant TheirCare was collecting real-time customer feedback across multiple locations within a fortnight of going live. In a business scaling rapidly across Australia, that speed matters: every week without data is a week of decisions made without customer input.
TheirCare
TheirCare is an Australian OSHC provider delivering play-based before- and after-school programs in partnership with schools and communities.
INDUSTRY
Childcare | OSHC
HEADQUARTERS
Glen Iris, Victoria, Australia
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Recognised for CX Excellence: Spring 2026
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