How Junior Adventures Group is Transforming Outside School Hours Programmes with AI-Powered CXM
Discover how Junior Adventures Group revolutionised their programs with real-time feedback and data-driven decision-making using Resonate CX.
For Junior Adventures Group, creating better experiences means listening closely to families and school communities and using their feedback to continually improve.
Sam Wallace shares how JAG uses Resonate CX to move from occasional surveys to real-time insights, empower teams to act on feedback and shape decisions across the organisation.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
“It’s like switching a light bulb on. It’s like we can finally listen to our customers and see what’s going on in real-time to help us make much better decisions.
We chose Resonate CX because it’s a beautiful, simple program that our teams use very easily. It’s intuitive and provides us with exactly what we need in terms of family relationships.”
Sam WallaceGroup General Manager, Product and Partnerships | Junior Adventures Group
From Annual Surveys to Always-On CX
Real-time data turns gut feeling into an advantage
Junior Adventures Group replaced annual surveys with continuous CX, giving teams real-time visibility into parental sentiment and enabling faster decisions and more responsive programme design.
AI analytics help prevent complaints
AI-powered text analytics identified issues before they escalated, helping Junior Adventures Group maintain low complaint and incident levels across its 1,000-school network.
Data-backed partnerships replace guesswork
Real-time CX insights helped regional directors have more strategic conversations with school leaders, supported by measurable CX KPIs.
Understanding the ‘why’ builds lasting advocacy
NPS and driver analysis helped Junior Adventures Group understand the root causes of dissatisfaction, turning detractors into promoters and strengthening family relationships.
CX insights make teams smarter and faster
NPS driver analysis showed where coaching and training could have the greatest impact, helping Junior Adventures Group rapidly update learning and development programmes.
Feedback is becoming part of strategic planning
Junior Adventures Group is embedding CX insights into operations and long-term planning, including exploring new ways to give children a voice in their own development.
Junior Adventures Group is a global provider of before- and after-school care, delivering engaging, activity-based programs for primary-aged children.
Childcare | OSHC
HEADQUARTERSLondon, United Kingdom
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Recognised for CX Excellence: Summer 2026
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