How Wizu Workspace Turned Customer Feedback into Better Renewals
Watch the conversation to discover how Wizu Workspace 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 Workspace, shares how the organisation strengthened its approach to customer feedback and created a more consistent experience across multiple locations.
Nicoletta discusses how Wizu Workspace 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
Always-on feedback closes the gap between insight and action
Resonate CX shifted Wizu from annual surveys to real-time feedback triggered by member journey signals, allowing teams to act while the experience is still fresh.
Automation turns admin time into member-facing action
Automating survey delivery removed the manual process of building, distributing and processing surveys, freeing teams to focus on members while keeping the human touch.
Real-time NPS makes renewal conversations more meaningful
Live NPS and feedback gave Wizu specific insights to bring into renewal conversations, from taking more space to discussing price increases.
Benchmarking turns high-performing centres into shared best practice
Live scores across locations helped teams understand what high-performing centres were doing differently and share those practices across the network.
Feedback uncovered a hidden membership-benefit gap
Real-time feedback revealed that some members were unaware of existing benefits. Improving communication lifted scores without changing the offer.
Closed-loop response creates accountability
Clear ownership and live SLA tracking helped frontline teams respond faster and made closed-loop follow-up a shared operational discipline.
Wizu Workspace is a UK flexible workspace provider offering serviced offices, coworking spaces, and meeting facilities designed to help businesses thrive.
Real Estate
HEADQUARTERSLeeds, United Kingdom
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Recognised for CX Excellence: Summer 2026
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