How TheirCare Uses Resonate CX to Elevate Customer Experience and Drive Growth
Discover how TheirCare revolutionised how they track, analyse, and improve customer experience (CX) at every touchpoint.
For TheirCare, creating better experiences means understanding the full family journey, from enrolment through ongoing engagement, and using feedback to continually improve their services.
Christian O’Meara shares how TheirCare uses Resonate CX to identify pain points across key journey stages, act on detractor feedback and drive a 15-point increase in NPS.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
“We wanted to capture the entire customer journey. The first 30 and 90 days are critical for families adjusting to our services.
By implementing these touchpoints, we gained valuable insights into their early experiences and could make improvements accordingly.”
Christian O’MearaGeneral Manager and Support | TheirCare
Turning Early Feedback Into Lasting Family Loyalty
30- and 90-day surveys exposed early churn risks
Onboarding surveys revealed specific challenges for parents and children during the settling-in period. TheirCare used these insights to simplify onboarding and reduce early-stage churn risk.
Weekly detractor reviews turned dissatisfaction into advocacy
Weekly NPS reviews flagged detractors for immediate follow-up, with area managers personally reaching out to resolve concerns and turn at-risk families into advocates.
Inner and outer loops connected immediate fixes to systemic improvement
The Inner Loop resolved individual concerns quickly, while the Outer Loop used aggregated feedback to drive longer-term service improvements.
Real-time dashboards gave area managers the visibility to act
Role-specific dashboards provided a live view of NPS and service performance across locations, helping managers identify issues and intervene before they escalated.
CX data became part of the weekly operating rhythm
Embedding Resonate CX data into regular team meetings made customer experience a shared operational priority rather than a separate reporting exercise.
Two-week implementation got CX live quickly
Resonate CX’s 2-week onboarding meant TheirCare was capturing real-time customer feedback across multiple locations within a fortnight of going live.
TheirCare is an Australian OSHC provider delivering play-based before- and after-school programs in partnership with schools and communities.
Childcare | OSHC
HEADQUARTERSVictoria, Australia
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Recognised for CX Excellence: Summer 2026
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