How Mayfield Builds Trust With Families
Hear how Mayfield uses customer feedback and Resonate CX to better understand families, build trust and give teams the insight they need to create better experiences across their centres.
For Mayfield, creating a great experience goes beyond the classroom. It’s about listening to families, understanding what matters to them and continually improving the experience they receive.
Jess Grant shares how Mayfield uses Resonate CX to identify concerns early, bring customer feedback into focus and give teams a holistic view of the business to make more informed decisions.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
Turning Family Feedback Into Better Childcare Experiences
Family NPS of +81 proved consistent listening builds trust
Structured NPS and written feedback gave Mayfield a network-wide view of family sentiment. Q1 FY26 delivered a +81 Family NPS, showing that scaling listening did not dilute personal relationships.
Clear ownership turned feedback into timely action
Business Partners handle sensitive follow-up, Centre Managers own local action, and Support Office teams address wider issues. This keeps responsibility clear while keeping the human conversation at the centre.
Live network visibility helped spot issues early
Live feedback across 45 centres helps leaders spot emerging issues early — from family communication to local processes — before they escalate into formal concerns.
NPS and NQS together provide deeper context
Mayfield reads family sentiment, NQS, days of care and occupancy together. Centre-level context helps leaders understand where signals align and where a closer look is needed.
Daily conversations helped scale best practice
Positive feedback is shared to recognise what families value and reinforce what works. Daily manager conversations help high-performing centres share best practices across the network.
+4.5% occupancy connected CX to business progress
Occupancy grew 4.5% while average days of care per family rose from 2.9 to 3.3. With family sentiment visible alongside network indicators, Mayfield can connect CX investment to measurable outcomes.
Mayfield Early Education is an Australian early learning provider delivering high-quality, play-based education through a growing network of childcare centres.
Childcare | Early Education
HEADQUARTERSAustralia
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Recognised for CX Excellence: Fall 2026
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