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
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.
Customer Loyalty & Lifetime Value
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.
Employee Experience
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
"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
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.
Tops Day Nurseries
Tops Day Nurseries is a UK childcare provider known for flexible, high-quality early education with a strong focus on sustainability.
INDUSTRY
Nursery | Early Education
HEADQUARTERS
Bournemouth, United Kingdom
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Recognised for CX Excellence: Summer 2026
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