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. 

Key Learnings: 

  • 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.