Thrive Early Learning Centre Case Study
Thrive Early Learning Centre built its reputation on quality care and confident families. As they scaled, they needed real-time CX data across every centre. The Resonate CX platform became the answer.
Using Feedback to Continuously Delight Families, Every Day
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“Resonate CX data or family satisfaction or staff satisfaction is part of our DNA now. That’s what creates the consistency. We don’t hide the scores. Everybody knows each other’s scores.
There’s no question the organisation’s bought in… now we need operational excellence to maximise the efficiency and outcomes.”
Craig Talberg
Group General Manager | Thrive Early Learning Centre
Keeping consistency while tripling the number of centres
Family and employee experience scores are leading indicators
When a leadership change caused scores to dip, occupancy followed. Thrive invested in the team first, not marketing — and stability returned.
Daily visibility replaces quarterly guesswork
Because feedback was live, centres reviewed and benchmarked weekly, acting continuously instead of waiting for performance cycles.
Transparency turns scores into a learning culture
Sharing results openly shifted the conversation from “why are we behind?” to “how did they do that?” making high-performing centres the reference point for the rest.
When staff feel heard, families feel it too
Frontline recognition from positive family feedback directly lifted employee experience scores, proving the two are inseparable.
CX insights don’t just fix problems, they spark innovation
Themes from family feedback inspired Wonder World, a mobile holographic experience that re-energised the early learning offering and drove strong enrolment interest.
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