Insights on CX Analytics and Customer Feedback with Thrive Learning Centre
Join us for an episode of Coffee with Resonate as we tackle Thrive Learning Centre’s journey in enhancing customer experience with Resonate, focusing on strategic CX analytics and feedback to drive customer satisfaction.
For Thrive, understanding what families think and need is central to delivering quality care and education.
Craig Talberg shares how Thrive uses Resonate CX to turn family feedback into a core business metric, identify opportunities for improvement and empower centre leaders to respond directly to families.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
“Resonate CX data or family satisfaction or staff satisfaction is part of our DNA now. That’s what creates the consistency. We don’t hide the scores. Everybody knows each other’s scores.
There’s no question the organisation’s bought in… now we need operational excellence to maximise the efficiency and outcomes.”
Craig TalbergGroup General Manager | Thrive Early Learning Centre
Scaling CX Without Losing Consistency
CX and occupancy move together
When CX scores dipped, occupancy followed. Thrive invested in team support rather than marketing, and as feedback scores recovered, enrolment stability returned.
Real-time feedback replaces quarterly guesswork
Always-on CX gave centre managers weekly performance insights instead of waiting for quarterly cycles, helping them catch and correct issues sooner.
Transparent scores create a learning culture
Sharing NPS and satisfaction scores across centres shifted the focus from “why are we behind?” to “how did they do that?”, turning high performers into reference points.
Employee and customer experience are inseparable
Routing positive family feedback to frontline teams lifted employee experience scores, reinforcing how recognised and heard staff can improve the quality of care.
Customer insights drive innovation
Family feedback inspired Wonder World, a mobile holographic experience that strengthened the early learning offering and generated new enrolment interest.
Always-on listening helps maintain consistency at scale
By combining onboarding feedback with continuous family and educator feedback, Thrive gave leaders real-time visibility across centres and used shared learning to continuously improve quality of care.
Thrive ELC is a fast-growing Australian childcare provider focused on high-quality, play-based early education and care.
Childcare | Early Education
HEADQUARTERSAustralia
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
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