Thrive Early Learning Centre: Real-Time Feedback Across Every Centre
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.
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3× More Centres
Consistent CX Governance
Weekly reviews. Network-wide benchmarking across every centre.
Quarterly → Daily
Real-Time Feedback
Quarterly cycles replaced. Leadership reviews live data every morning.
Occupancy ↑
Maintained as Scores Improved
CX & EX scores became leading indicators. When feedback improved, enrolment followed.
Using Feedback to Continuously Delight Families, Every Day
|
BEFORE |
AFTER |
|
|---|---|---|
|
Reporting Cadence |
Quarterly performance cycles with no real-time visibility across centres |
Weekly benchmarking across 3× more centres, with leadership reviewing live data every morning |
|
Occupancy & Retention |
Enrolment dips detected only after the fact — no early warning system |
Feedback scores became leading indicators: as scores improved, high occupancy rates were maintained |
|
EX & Innovation |
Staff sentiment untracked; family feedback siloed from operational decisions |
Educator experience scores lifted through frontline recognition; family feedback inspired Wonder World, driving new enrolment interest |
"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
CX and occupancy move together
When a leadership change caused customer experience scores to dip, occupancy followed. Thrive invested in team support — not marketing spend — and as feedback scores recovered, enrolment stability returned with them. Experience is a leading indicator, not a lagging one.
Real-time feedback replaces quarterly guesswork
With always-on customer experience management in place, centre managers reviewed and benchmarked performance weekly instead of waiting for quarterly cycles. Issues were caught and corrected while they still mattered.
Transparent scores create a learning culture, not a blame culture
Sharing NPS and satisfaction scores openly across every centre shifted the conversation from “why are we behind?” to “how did they do that?” — turning high performers into network-wide reference points.
Employee experience and customer experience are inseparable
Routing positive family feedback directly to frontline teams delivered a measurable uplift in employee experience scores. When staff feel recognised and heard, families feel it in the quality of care they receive.
Customer insights don’t just fix problems — they drive innovation
Family feedback themes sparked Wonder World, a mobile holographic experience that re-energised the early learning offering and drove strong new enrolment interest at community events. CX data became a product development tool.
Thrive Early Learning Centres
Thrive ELC is a fast-growing Australian childcare provider focused on high-quality, play-based early education and care.
INDUSTRY
Childcare | Early Education
HEADQUARTERS
Australia
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Recognised for CX Excellence: Spring 2026
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