CX CASE STUDY

Tops Day Nurseries: 10% NPS Uplift and 33% eNPS Gain

Discover how Tops Day Nurseries utilised our Customer & Employee Experience Platform to amplify the voices of parents, employees, and children.

Read the Full CX Case Study

+10% NPS

Customer Advocacy Uplift

Achieved in under one year, boosting customer lifetime value and brand recommendations.

+33% eNPS

Employee Experience Gain

Reduced staff attrition and enriched inter-departmental collaboration.

30+

Always-On CX & EX

Continuous feedback replacing annual surveys across the full network.

Transforming CX in education

Increasing Customer Advocacy to Drive Business Outcomes

	BEFORE	AFTER
FEEDBACK SYSTEM	Annual surveys with no real-time visibility — parent and employee sentiment invisible between cycles	Always-on CX Relationship and Post-Tour programmes plus quarterly EX programme, delivering continuous insight across 30+ nurseries
Customer Loyalty & Lifetime Value	No NPS baseline; service delivery gaps identified too late to prevent family churn	10% NPS increase in under a year — driving higher customer lifetime value, more brand referrals, and a significant reduction in family churn
Employee Experience	Staff sentiment untracked; no mechanism to identify attrition risk or improve retention in a tight childcare labour market	33% eNPS increase — bridging employee gaps, improving retention rates, and establishing Tops as an employer of choice

BEFORE

Annual surveys with no real-time visibility — parent and employee sentiment invisible between cycles

AFTER

Always-on CX Relationship and Post-Tour programmes plus quarterly EX programme, delivering continuous insight across 30+ nurseries

BEFORE

No NPS baseline; service delivery gaps identified too late to prevent family churn

AFTER

10% NPS increase in under a year — driving higher customer lifetime value, more brand referrals, and a significant reduction in family churn

BEFORE

Staff sentiment untracked; no mechanism to identify attrition risk or improve retention in a tight childcare labour market

AFTER

33% eNPS increase — bridging employee gaps, improving retention rates, and establishing Tops as an employer of choice

Coffee with Resonate

Utilising the Power of CX Data Featuring Tops Day Nurseries

Watch Video

"Resonate CX has been a game-changer for us. Their team is super helpful and knowledgeable, providing valuable insights that help us make positive changes. We rely on Resonate CX to keep our managers accountable, and it's become a crucial part of how we do business.

For our customers and teams, Resonate CX isn't just a platform; it's a key player that improves experiences and encourages growth. Their support team is fantastic, always there to help us navigate any
challenges and ensure a smooth journey to success"

Diane Wycherley

Chief Operations Officer | Tops Day Nurseries

Access the Case Study

KEY LEARNINGS

Harnessing the Power of Customer Insights

A 10% NPS rise translates directly into customer lifetime value

Tops Day Nurseries achieved a 10% increase in Net Promoter Score in under a year — and the downstream impact was immediate. Higher NPS drove increased brand referrals, stronger family acquisition, and more effective closure of service delivery gaps, producing a measurable boost to customer lifetime value across the network.

A 33% eNPS gain proves employee experience and CX are the same investment

The employee experience programme delivered a 33% rise in eNPS, bridging gaps between management and frontline teams, enriching inter-departmental collaboration, and meaningfully increasing staff retention rates. In a sector where talent supply is a persistent challenge, this result directly protects service quality.

Always-on feedback surfaces hidden friction annual surveys never could

By shifting from annual surveys to a continuous customer experience management programme, Tops discovered unexpected friction in their billing process — an issue invisible to leadership until families began flagging it in real time. The closed-loop system ensured every piece of feedback triggered a rapid, accountable response.

Feedback-driven fixes: billing, booking and communication all improved

Insights from the platform prompted swift operational changes: a dedicated phone helpline for billing resolutions, daily progress snapshots sent to parents, and improvements to booking and communication channels. Each fix was evidence-led — driven by what families and employees actually said, not internal assumptions.

Churn falls when families and staff feel genuinely heard

The combination of always-on parent feedback and a quarterly employee experience programme produced a significant reduction in churn across both groups. When families see issues resolved quickly and staff feel recognised and valued, loyalty compounds — on both sides of the experience.

NPS becomes the language of leadership, not just a CX metric

NPS metrics are now fundamental to Tops Day Nurseries’ performance — embedded from CEO level into daily management rhythms. Quarterly reports give leaders a clear view of improvement pathways, and the platform has become, in the CEO’s words, something they “cannot imagine” replacing.