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CX CASE STUDY

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.

Transforming CX in Childcare

Discover How TheirCare Turned Customer Feedback into Fuel for Growth.

BEFORE
AFTER

Onboarding Experience

BEFORE

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.

AFTER

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 Resolution

BEFORE

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.

AFTER

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

BEFORE

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.

AFTER

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.

COFFEE WITH RESONATE

Elevating Customer Experience and Drive Growth with TheirCare

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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

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KEY LEARNINGS

Turning Early Feedback Into Lasting Family Loyalty

01

30- and 90-day surveys exposed early churn risks

Onboarding surveys revealed specific challenges for parents and children during the settling-in period. TheirCare used these insights to simplify onboarding and reduce early-stage churn risk.

02

Weekly detractor reviews turned dissatisfaction into advocacy

Weekly NPS reviews flagged detractors for immediate follow-up, with area managers personally reaching out to resolve concerns and turn at-risk families into advocates.

03

Inner and outer loops connected immediate fixes to systemic improvement

The Inner Loop resolved individual concerns quickly, while the Outer Loop used aggregated feedback to drive longer-term service improvements.

04

Real-time dashboards gave area managers the visibility to act

Role-specific dashboards provided a live view of NPS and service performance across locations, helping managers identify issues and intervene before they escalated.

05

CX data became part of the weekly operating rhythm

Embedding Resonate CX data into regular team meetings made customer experience a shared operational priority rather than a separate reporting exercise.

06

Two-week implementation got CX live quickly

Resonate CX's 2-week onboarding meant TheirCare was capturing real-time customer feedback across multiple locations within a fortnight of going live.

TheirCare is an Australian OSHC provider delivering play-based before- and after-school programs in partnership with schools and communities.

INDUSTRY

Childcare | OSHC

HEADQUARTERS

Victoria, Australia

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Recognised for CX Excellence: Summer 2026 

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