Utilising the Power of CX Data Featuring Tops Day Nurseries
Discover how Tops Day Nurseries utilised our Customer Experience (CX) Platform to amplify the voices of parents, employees, and children.
For Tops Day Nurseries, understanding what matters to parents has become essential to navigating a challenging industry and delivering better experiences.
Sam King and Diana Wycherley share how Tops Day Nurseries uses Resonate CX to identify issues earlier, uncover hidden insights in customer feedback and turn those insights into practical improvements across its nurseries.
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 has been a game-changer for us. Their team is super helpful and knowledgeable, providing valuable insights that help us make positive changes. We rely on Resonate CX to keep our managers accountable, and it’s become a crucial part of how we do business.
For our customers and teams, Resonate CX isn’t just a platform; it’s a key player that improves experiences and encourages growth. Their support team is fantastic, always there to help us navigate any
challenges and ensure a smooth journey to success.”
Chief Operations Officer | Tops Day Nurseries
Turning Feedback Into Better Outcomes
A 10% NPS rise drives customer lifetime value
Tops Day Nurseries achieved a 10% NPS increase in under a year, driving more referrals, stronger family acquisition and fewer service delivery gaps.
A 33% eNPS gain strengthens both CX and EX
The employee experience programme lifted eNPS by 33%, improving collaboration and staff retention while supporting service quality.
Always-on feedback surfaces hidden friction
Moving from annual surveys to continuous feedback uncovered billing issues that had gone unnoticed. Closed-loop follow-up ensured feedback was acted on quickly.
Feedback-driven fixes improve billing, booking and communication
Customer insights led to a dedicated billing helpline, daily progress updates for parents, and improvements to booking and communication.
Feeling heard strengthens family and staff loyalty
Always-on parent feedback and quarterly employee feedback helped reduce churn by ensuring families and staff felt heard, recognised and valued.
NPS became part of everyday leadership
NPS is now embedded from CEO level into daily management, with quarterly reporting helping leaders identify clear paths for improvement.
Tops Day Nurseries is a UK childcare provider known for flexible, high-quality early education with a strong focus on sustainability.
Nursery | Early Education
HEADQUARTERSBournemouth, United Kingdom
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
More Videos and Interviews
Videos and Interviews
Building Trust Using Customer Feedback with Families with Mayfield
Hear how Mayfield uses customer feedback and Resonate CX to better understand families, build trust and create better experiences.Videos and Interviews
Turning Customer Feedback into Better Renewals with Wizu Workspace
Discover how Wizu Workspace turns customer feedback into clearer decisions, stronger member relationships and measurable improvements.Videos and Interviews
Elevating Customer Experience and Drive Growth with TheirCare
Discover how TheirCare revolutionised how they track, analyse, and improve customer experience (CX) at every touchpoint.Videos and Interviews
Transforming OSHCs Through AI-Powered CXM with Junior Adventures Group
Discover how Junior Adventures Group revolutionised their programs with real-time feedback and data-driven decision-making using Resonate CX.Videos and Interviews
Delivering Improvement in Service Delivery with LCHS
Discover how Latrobe Community Health Service (LCHS) improved customer experience with Resonate CXM, driving better service delivery and customer satisfaction.Videos and Interviews
Utilising the Power of CX Data with Tops Day Nurseries
Discover how Tops Day Nurseries utilised our Customer Experience (CX) Platform to amplify the voices of parents, employees, and children.Videos and Interviews
Elevating Customer Experience (CX) through NPS and CSAT Metrics with Good2Give
Explore Good2Give's CX strategy in our latest interview, highlighting VoC impact and NPS/CSAT insights for enhanced customer advocacy and satisfaction.Videos and Interviews
Growing CX and Voice of Customer with City of Whittlesea
Learn the City of Whittlesea’s innovative approach to CX and explore key LGA strategies to deliver exceptional service and foster community engagement.Videos and Interviews
Improving Customer Relationships with NPS Strategies with Ausfine Foods
Explore Ausfine Foods' CX journey, overcoming survey fatigue with NPS strategies for better customer engagement in this success interview.Videos and Interviews
Insights on CX Analytics and Customer Feedback with Thrive
Discover how Thrive leverages CX analytics and customer feedback to elevate the parent experience and meet key CX KPIs in early education.
