How Tops Day Nurseries Increased Customer Advocacy to Drive Business Outcomes
Tops Day Nurseries: CX Case Study
Explore the journey of Tops Day Nurseries, a leading provider of flexible and quality early education and care since 1990. Discover how they utilized our Customer & Employee Experience Platform to amplify the voices of parents, employees, and children.
- Childcare Case Study: An in-depth look at how Tops Day Nurseries leveraged customer and employee feedback to enhance their services.
- NPS Score Improvement: Insights into how the nursery experienced a 10% increase in their Net Promoter Score (NPS), which gauges customer loyalty.
- Employee NPS: Learn about the significant 33% rise in Employee NPS, indicating improved staff morale and retention.
- Closed-Loop Feedback Process: Understand the process implemented by Tops Day Nurseries, including the rapid response mechanism to feedback from both parents and employees, leading to immediate action and acknowledgment.
- Operational Enhancements: See how feedback translated into improvements in billing, booking, and communication, as well as employee satisfaction and management practices.