How Wizu Turned Customer Feedback into Better Renewals
Watch the conversation to discover how Wizu turns customer feedback into clearer decisions, stronger member relationships and measurable improvements.
In this episode of Coffee with Resonate, Nicoletta Cantrill, CX Manager at Wizu, shares how the organisation strengthened its approach to customer feedback and created a more consistent experience across multiple locations.
Nicoletta discusses how Wizu improved its feedback cadence, transformed renewal conversations with customer evidence, captured member sentiment across key journey stages and empowered frontline teams to respond faster.
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 is a massive time-saver. It takes away that whole manual process and
automates as much of it as possible, while still keeping that human point of contact and
interaction. It’s the best of both worlds.
It’s really specific and intentional. I can bring up that feedback in the conversation, explore how we can improve, and ensure the client feels heard. Whether that renewal involves taking more space or even a price increase, Resonate CX has helped us understand what that client specifically needs.”
Nicoletta CantrillClient Experience Manager | Wizu Workspace
Turning Member Insights into Better Renewal Conversations
Annual surveys became always-on feedback, closing the gap between the member moment and the team response
Under the old model, feedback arrived weeks or months after the moment had passed. Resonate CX shifted Wizu to real-time capture triggered by member journey signals so members share while it is fresh and teams act while the context is intact.
Automating survey delivery redirected hours of weekly admin into member-facing action
The old process was manual: build survey, distribute survey, wait, receive a bulk spreadsheet, process each response by hand. Resonate CX removes that entire chain. Client Experience Manager Nicoletta Cantrill calls it ‘a massive time-saver, the best of both worlds’ because the human touch stays; only the admin disappears.
Real-time NPS at renewal turned transactional conversations into evidence-led ones — price increases included
Renewal became the clearest ROI moment. With live NPS and verbatim feedback in hand, Wizu can walk into every renewal citing what the client actually said whether that leads to more space, retention at current terms, or an evidence-backed price-increase conversation the member accepts because they feel heard.
Cross-site benchmarking turned high-performing centres into internal case studies for the network
Live scores across locations sparked honest internal questions: ‘we’ve scored lower here, what are you doing differently over there?’ High-performing centres became reference points, and best-practice sharing lifted the whole portfolio rather than being locked in one team’s tribal knowledge.
Live feedback exposed a membership-benefit awareness gap the annual survey could never have caught
Certain locations scored lower on membership benefits, not because members were unhappy, but because they didn’t know the benefits existed. Wizu had built partnerships with local restaurants and services; members simply hadn’t been told. Fixing the communication lifted scores without changing the offer.
SLA-driven closed-loop response gave frontline teams the accountability and confidence to act fast
With clear ownership per centre and SLA adherence measured live, closed-loop response became a shared operational discipline rather than a good intention. Teams engage proactively because the data and the accountability arrives in real time.
Wizu Workspace is a UK flexible workspace provider offering serviced offices, coworking spaces, and meeting facilities designed to help businesses thrive.
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HEADQUARTERSLeeds, United Kingdom
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